So, I’m left with a legacy RT installation that has been horribly
mangled by way too many sysadmins who did not truly understand how to
configure RT, or at least know enough to not play with the production
ticketing system 
My problem is, they have done database and other modifications from the
defaults, therefore I can’t really trust any data other than the ticket
history itself, and I’d like to retain the ticket history…
Has anyone done this before, and can suggest any paths to try? I know
this isn’t a “supported” option with RT, but I don’t believe anyone
intended you to just randomly try weird settings or changes on the
production system…
Regards,
Cassandra Brockett
Barracuda Networks, Inc.
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com
Hello Cassandra,
I am facing a similar situation and the solution I came up with was to
identify the changes in the database specifically and use the
RT2-to-RT3 migration script to back out the changes on the fly. In our
instance priority was set to a word rather than a numeric value. So
after digging I found the section of the rt2dumpfile code which deals
with that and had it translate the name back to a value.
The code changes made internally are being left behind so that we can
go to a clean code base and if any changes need to be made we follow
the overlay guidelines to make sure they do not halt us from future
upgrades.
Not sure if this type of solution will work for you but wanted to make
sure someone answered your question.
So, I’m left with a legacy RT installation that has been horribly
mangled by way too many sysadmins who did not truly understand how to
configure RT, or at least know enough to not play with the production
ticketing system
My problem is, they have done database and other modifications from the
defaults, therefore I can’t really trust any data other than the ticket
history itself, and I’d like to retain the ticket history…
Has anyone done this before, and can suggest any paths to try? I know
this isn’t a “supported” option with RT, but I don’t believe anyone
intended you to just randomly try weird settings or changes on the
production system…
Regards,
Cassandra Brockett
Barracuda Networks, Inc.
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com
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