Old RT and New RT?

RT Users
1

Hello we have an old RT , i think its 3.6 . Now we are planing on deploying
new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in essence
the mail gateway or something else ? will forward tickets having id number
less that 10,000 to the old rt and anything above that will go to new rt
with new queues on new rt. Then after some time we will disable the old
system and only new one will be there , this is to avoid any downtime.
RT is a brilliant system and we are looking to use it more , but this needs
to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers
View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31558446.html

2

Hello we have an old RT , i think its 3.6 . Now we are planing on deploying
new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in essence
the mail gateway or something else ? will forward tickets having id number
less that 10,000 to the old rt and anything above that will go to new rt
with new queues on new rt. Then after some time we will disable the old
system and only new one will be there , this is to avoid any downtime.
RT is a brilliant system and we are looking to use it more , but this needs
to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.

Sounds like you want procmail or some other mail filtering software
to pick the appropriate mailgate incant

-kevin

3

It would definitely be easier if you just upgraded your current RT and phased out the old queues; I’m not sure exactly what benefit doing what you describe would bring.

That said, to do what you ask I would probably suggest that you set up the new system with different e-mail addresses for the mailgate (i.e. the old system would be rt-reply/rt-comment, you can have rt-reply-new and rt-comment-new or something more creative to send tickets to the new RT). Then, in your new RT, set the auto-increment value for the ticket id to 10000 and any tickets created will start with ID 10000.On May 9, 2011, at 9:17 AM, rt-users-request@lists.bestpractical.com wrote:

Hello we have an old RT , i think its 3.6 . Now we are planing on deploying
new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in essence
the mail gateway or something else ? will forward tickets having id number
less that 10,000 to the old rt and anything above that will go to new rt
with new queues on new rt. Then after some time we will disable the old
system and only new one will be there , this is to avoid any downtime.
RT is a brilliant system and we are looking to use it more , but this needs
to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers

Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.

4

Thanks . Will loot into procmail and let you know the result.

Kevin Falcone-2 wrote:

Hello we have an old RT , i think its 3.6 . Now we are planing on
deploying
new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in
essence
the mail gateway or something else ? will forward tickets having id
number
less that 10,000 to the old rt and anything above that will go to new rt
with new queues on new rt. Then after some time we will disable the old
system and only new one will be there , this is to avoid any downtime.
RT is a brilliant system and we are looking to use it more , but this
needs
to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.

Sounds like you want procmail or some other mail filtering software
to pick the appropriate mailgate incant

-kevin

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577676.html

5

Hi,
If we do upgrade the old system to new one then there will be some down time
, which we can’t afford . So the plan is to have a period of 2-3 months
where any present tickets will continue to go to old system and any new
tickets (given numbers from 10,000 and above ) will go to new system . The
reason is there are tickets which are still open and if we have a new system
only then if a client replys to that ticket , the new system will not pick
it up. I know that it is possible to upgrade the present system to new one
but like i said , we will like to test the new system side by side with old
system to keep the rt going.
We did that , set up new emails , auto increament from 10000. Thats ok for
new tickets but wont cater for old tickets . What i was thinking is , if
there is any inbuilt procedure in mail gateway of system to forward tickets
to specific rt depending on the ticket number.
I am new to linux and also only been understanding how rt works for the past
2 months . But since the order from top are to install new rt , i am in a
helpless situation here so any help is greatly needed.
Cheers

Jon Baker-2 wrote:

It would definitely be easier if you just upgraded your current RT and
phased out the old queues; I’m not sure exactly what benefit doing what
you describe would bring.

That said, to do what you ask I would probably suggest that you set up the
new system with different e-mail addresses for the mailgate (i.e. the old
system would be rt-reply/rt-comment, you can have rt-reply-new and
rt-comment-new or something more creative to send tickets to the new RT).
Then, in your new RT, set the auto-increment value for the ticket id to
10000 and any tickets created will start with ID 10000.

Hello we have an old RT , i think its 3.6 . Now we are planing on
deploying
new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in
essence
the mail gateway or something else ? will forward tickets having id
number
less that 10,000 to the old rt and anything above that will go to new rt
with new queues on new rt. Then after some time we will disable the old
system and only new one will be there , this is to avoid any downtime.
RT is a brilliant system and we are looking to use it more , but this
needs
to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers

–
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

CONFIDENTIALITY NOTICE: This transmission may be confidential and subject
to legal privilege. If you are not the intended recipient of this
message, you may not review, disclose, print, copy or disseminate this
information. If you have received this in error, please reply and notify
the sender (only) and delete the message. Unauthorized interception of
this e-mail is a violation of federal criminal law.

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577738.html

6

A lot depends on how you are getting the emails into RT.

If you’re doing it with just an alias and sendmail, you’re going to have problems.

On the other hand, if you’re using procmail, or exim mail filtering, it shouldn’t be /too/ hard to do. With procmail, I think you can use a regular expression to match the 1 to 4 numbers that make up the ticket number. Then have the rest redirect to the new instance.

http://requesttracker.wikia.com/wiki/EmailInterface
http://www.geertvanderploeg.com/node/rt_procmail.html
http://www.perlcode.org/tutorials/procmail/regular_expressions.pod

Steve AndersonFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of aseim99
Sent: 09 May 2011 16:23
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Old RT and New RT ?

Hi,
If we do upgrade the old system to new one then there will be some down time
, which we can’t afford . So the plan is to have a period of 2-3 months
where any present tickets will continue to go to old system and any new
tickets (given numbers from 10,000 and above ) will go to new system . The
reason is there are tickets which are still open and if we have a new system
only then if a client replys to that ticket , the new system will not pick
it up. I know that it is possible to upgrade the present system to new one
but like i said , we will like to test the new system side by side with old
system to keep the rt going.
We did that , set up new emails , auto increament from 10000. Thats ok for
new tickets but wont cater for old tickets . What i was thinking is , if
there is any inbuilt procedure in mail gateway of system to forward tickets
to specific rt depending on the ticket number.
I am new to linux and also only been understanding how rt works for the past
2 months . But since the order from top are to install new rt , i am in a
helpless situation here so any help is greatly needed.
Cheers

Jon Baker-2 wrote:

It would definitely be easier if you just upgraded your current RT and
phased out the old queues; I’m not sure exactly what benefit doing what
you describe would bring.

That said, to do what you ask I would probably suggest that you set up the
new system with different e-mail addresses for the mailgate (i.e. the old
system would be rt-reply/rt-comment, you can have rt-reply-new and
rt-comment-new or something more creative to send tickets to the new RT).
Then, in your new RT, set the auto-increment value for the ticket id to
10000 and any tickets created will start with ID 10000.

Hello we have an old RT , i think its 3.6 . Now we are planing on
deploying
new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in
essence
the mail gateway or something else ? will forward tickets having id
number
less that 10,000 to the old rt and anything above that will go to new rt
with new queues on new rt. Then after some time we will disable the old
system and only new one will be there , this is to avoid any downtime.
RT is a brilliant system and we are looking to use it more , but this
needs
to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers

–
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

CONFIDENTIALITY NOTICE: This transmission may be confidential and subject
to legal privilege. If you are not the intended recipient of this
message, you may not review, disclose, print, copy or disseminate this
information. If you have received this in error, please reply and notify
the sender (only) and delete the message. Unauthorized interception of
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View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577738.html

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7

I’ve never experienced any downtime (or at least not more than a minute or two) when upgrading RT, although I always do it after hours just in case. You run the install but it doesn’t effect the running RT until you restart apache, so you do the upgrade, shut apache off, run the database update script (which takes all of 30 seconds), then start apache back up. You’re only off-line for that brief time between when you shut apache off and then turn it back on.On May 9, 2011, at 10:28 AM, rt-users-request@lists.bestpractical.com wrote:

Hi,
If we do upgrade the old system to new one then there will be some down time
, which we can’t afford . So the plan is to have a period of 2-3 months
where any present tickets will continue to go to old system and any new
tickets (given numbers from 10,000 and above ) will go to new system . The
reason is there are tickets which are still open and if we have a new system
only then if a client replys to that ticket , the new system will not pick
it up. I know that it is possible to upgrade the present system to new one
but like i said , we will like to test the new system side by side with old
system to keep the rt going.
We did that , set up new emails , auto increament from 10000. Thats ok for
new tickets but wont cater for old tickets . What i was thinking is , if
there is any inbuilt procedure in mail gateway of system to forward tickets
to specific rt depending on the ticket number.
I am new to linux and also only been understanding how rt works for the past
2 months . But since the order from top are to install new rt , i am in a
helpless situation here so any help is greatly needed.
Cheers

Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.

8

My manager has given this task to me and will agree to upgrade the present
system for the fear that if something going wrong. So the solution he has
agreed to is to do it side by side. So i have no say here unless its not
possilble to do side by side working solution. Hope that explains my
situation.

Cheers

Jon Baker-2 wrote:

I’ve never experienced any downtime (or at least not more than a minute or
two) when upgrading RT, although I always do it after hours just in case.
You run the install but it doesn’t effect the running RT until you restart
apache, so you do the upgrade, shut apache off, run the database update
script (which takes all of 30 seconds), then start apache back up. You’re
only off-line for that brief time between when you shut apache off and
then turn it back on.

Hi,
If we do upgrade the old system to new one then there will be some down
time
, which we can’t afford . So the plan is to have a period of 2-3 months
where any present tickets will continue to go to old system and any new
tickets (given numbers from 10,000 and above ) will go to new system .
The
reason is there are tickets which are still open and if we have a new
system
only then if a client replys to that ticket , the new system will not
pick
it up. I know that it is possible to upgrade the present system to new
one
but like i said , we will like to test the new system side by side with
old
system to keep the rt going.
We did that , set up new emails , auto increament from 10000. Thats ok
for
new tickets but wont cater for old tickets . What i was thinking is , if
there is any inbuilt procedure in mail gateway of system to forward
tickets
to specific rt depending on the ticket number.
I am new to linux and also only been understanding how rt works for the
past
2 months . But since the order from top are to install new rt , i am in a
helpless situation here so any help is greatly needed.
Cheers

–
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

CONFIDENTIALITY NOTICE: This transmission may be confidential and subject
to legal privilege. If you are not the intended recipient of this
message, you may not review, disclose, print, copy or disseminate this
information. If you have received this in error, please reply and notify
the sender (only) and delete the message. Unauthorized interception of
this e-mail is a violation of federal criminal law.

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577876.html

9

My manager has given this task to me and will agree to upgrade the present
system for the fear that if something going wrong. So the solution he has
agreed to is to do it side by side. So i have no say here unless its not
possilble to do side by side working solution. Hope that explains my
situation.

It sounds like you haven’t tried installing the new version of RT on a
test system with a copy of your database and trying the upgrade to see
how long it takes? That might be a useful thing to try if you want
facts for your manager.

10

Hi,
I have installed 3.8.8 version on a vm . But not copied the data from old rt
to new one or anything like that. He is bent upon starting a new rt with
everything new.

Kevin Falcone-2 wrote:

My manager has given this task to me and will agree to upgrade the
present
system for the fear that if something going wrong. So the solution he has
agreed to is to do it side by side. So i have no say here unless its not
possilble to do side by side working solution. Hope that explains my
situation.

It sounds like you haven’t tried installing the new version of RT on a
test system with a copy of your database and trying the upgrade to see
how long it takes? That might be a useful thing to try if you want
facts for your manager.

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31578035.html

11

Is there a way to simple alter settings in rt_mailgate script so that based
on ticket number , the old rt or the new rt will receive replys etc ? Not
playing around with procmail but simple altering rt_mailgate under
/etc/smrsh/rt_mailgate . ?

Thanks

aseim99 wrote:

Hi,
I have installed 3.8.8 version on a vm . But not copied the data from old
rt to new one or anything like that. He is bent upon starting a new rt
with everything new.

Kevin Falcone-2 wrote:

My manager has given this task to me and will agree to upgrade the
present
system for the fear that if something going wrong. So the solution he
has
agreed to is to do it side by side. So i have no say here unless its not
possilble to do side by side working solution. Hope that explains my
situation.

It sounds like you haven’t tried installing the new version of RT on a
test system with a copy of your database and trying the upgrade to see
how long it takes? That might be a useful thing to try if you want
facts for your manager.

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31578258.html

12

Is there a way to simple alter settings in rt_mailgate script so that based
on ticket number , the old rt or the new rt will receive replys etc ? Not
playing around with procmail but simple altering rt_mailgate under
/etc/smrsh/rt_mailgate . ?

No, you need to change the way you invoke rt-mailgate itself
by passing a different url

-kevin

13

aseim99,

I don’t understand why you don’t just create a “DEV” VM and copy/clone your
existing RT session & DB into it. Then do your upgrade and all testing in
the “Dev” environment. When all goes well, you bring the prd environment
down on the weekend for a couple hours, do the upgrade based on what you
learned from “Dev” and viola! You DO have a “Dev” environment, right?

Kenn
LBNLOn Mon, May 9, 2011 at 8:40 AM, aseim99 aseim.safaya@zf-uk.com wrote:

My manager has given this task to me and will agree to upgrade the present
system for the fear that if something going wrong. So the solution he has
agreed to is to do it side by side. So i have no say here unless its not
possilble to do side by side working solution. Hope that explains my
situation.

Cheers

Jon Baker-2 wrote:

I’ve never experienced any downtime (or at least not more than a minute
or
two) when upgrading RT, although I always do it after hours just in case.
You run the install but it doesn’t effect the running RT until you
restart
apache, so you do the upgrade, shut apache off, run the database update
script (which takes all of 30 seconds), then start apache back up.
You’re
only off-line for that brief time between when you shut apache off and
then turn it back on.

On May 9, 2011, at 10:28 AM, rt-users-request@lists.bestpractical.com wrote:

Hi,
If we do upgrade the old system to new one then there will be some down
time
, which we can’t afford . So the plan is to have a period of 2-3 months
where any present tickets will continue to go to old system and any new
tickets (given numbers from 10,000 and above ) will go to new system .
The
reason is there are tickets which are still open and if we have a new
system
only then if a client replys to that ticket , the new system will not
pick
it up. I know that it is possible to upgrade the present system to new
one
but like i said , we will like to test the new system side by side with
old
system to keep the rt going.
We did that , set up new emails , auto increament from 10000. Thats ok
for
new tickets but wont cater for old tickets . What i was thinking is , if
there is any inbuilt procedure in mail gateway of system to forward
tickets
to specific rt depending on the ticket number.
I am new to linux and also only been understanding how rt works for the
past
2 months . But since the order from top are to install new rt , i am in
a
helpless situation here so any help is greatly needed.
Cheers

–
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

CONFIDENTIALITY NOTICE: This transmission may be confidential and subject
to legal privilege. If you are not the intended recipient of this
message, you may not review, disclose, print, copy or disseminate this
information. If you have received this in error, please reply and notify
the sender (only) and delete the message. Unauthorized interception of
this e-mail is a violation of federal criminal law.

–
View this message in context:
http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577876.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

14

Hi,
Any examples to understand how it works ?

Cheers

Kevin Falcone-2 wrote:

Is there a way to simple alter settings in rt_mailgate script so that
based
on ticket number , the old rt or the new rt will receive replys etc ? Not
playing around with procmail but simple altering rt_mailgate under
/etc/smrsh/rt_mailgate . ?

No, you need to change the way you invoke rt-mailgate itself
by passing a different url

-kevin

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31583625.html

15

Any examples to understand how it works ?

perldoc /opt/rt3/bin/rt-mailgate
rt-mailgate --help

16

That’s just

=head1 SYNOPSIS

rt-mailgate --help : this text

Usual invocation (from MTA):

rt-mailgate --action (correspond|comment|...) --queue queuename
            --url http://your.rt.server/
            [ --debug ]
            [ --extension (queue|action|ticket) ]
            [ --timeout seconds ]

Its what we do under aliases . My question here is how to use procmail with
rt-mailgate?
Sorry for my ignorance , i have very new to all this .

Thanks

Kevin Falcone-2 wrote:

Any examples to understand how it works ?

perldoc /opt/rt3/bin/rt-mailgate
rt-mailgate --help

Kevin Falcone-2 wrote:

Is there a way to simple alter settings in rt_mailgate script so that
based
on ticket number , the old rt or the new rt will receive replys etc ?
Not
playing around with procmail but simple altering rt_mailgate under
/etc/smrsh/rt_mailgate . ?

No, you need to change the way you invoke rt-mailgate itself
by passing a different url

-kevin

–
View this message in context:
http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31583625.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31585146.html

17

That’s just

=head1 SYNOPSIS

rt-mailgate --help : this text

Usual invocation (from MTA):

rt-mailgate --action (correspond|comment|...) --queue queuename
            --url http://your.rt.server/
            [ --debug ]
            [ --extension (queue|action|ticket) ]
            [ --timeout seconds ]

Its what we do under aliases . My question here is how to use procmail with
rt-mailgate?
Sorry for my ignorance , i have very new to all this .

Then you want to start with man procmail or searching the wiki for
folks who have done this before.

-kevin

18

An update.

I just had a chat with my manager and he would like me to add some code in
rt-mailgate itself to enable ticket forwarding to old rt based upon ticket
number in the subject header of email received in the system. He does not
want to use procmail.
Example : - Subject : “hello world …#9345”. Now when this email will
come to system , rt-mailgate will see that ticket number is less than 10000
. so it will forward it to old rt i.e old url , which is stored in the
aliases.

So we need to get a funtion in rt-mailgate , which will extract ticket
number and then this can be used . I have no knowledge if perl at all. So
now you see my position.

Basically , need help to write a function in perl for rt-mailgate to extract
ticket number from the email and continue the ticket transaction with the
old rt system at old url.

Please do not tell me to look into procmail , etc coz my manager is bound
for this way only.

All help is greattttty appreciated .

aseim99 wrote:

Hello we have an old RT , i think its 3.6 . Now we are planing on
deploying new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in
essence the mail gateway or something else ? will forward tickets having
id number less that 10,000 to the old rt and anything above that will go
to new rt with new queues on new rt. Then after some time we will disable
the old system and only new one will be there , this is to avoid any
downtime.
RT is a brilliant system and we are looking to use it more , but this
needs to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers

View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31587409.html

19

Please do not tell me to look into procmail , etc coz my manager is bound
for this way only.

tell your manager to call me, I will explain him that he is going the
wrong way :wink:

seriously, to do what you want it’s really easier to do it with tool
such as procmail or directly in the mta (like postfix/exim).

but if you can’t, it’s still possible to hack your RT to do this, but
it’s not a trivial change and you appear to be missing a lot of RT/perl
knowledge to do that. rt-mailgate does no really magic things, he take
the email and basically send it to the proper url of RT, then in RT,
subject is analyzed to find the ticket number … etc

so you have to add code in bin/rt-mailgate to extract the subject from
the email (a naive inspection of ^Subject: may not be enough, you will
have to deal with subject encoding with proper per module), then use a
regexp to extract the ticket number and change the target url by
following your rule.

another way to do is to ask for example sales@bestpractical.com to get
commercial support …

20

I see. Well i will have to learn basics of perl first to enable me to play
around with code. We have the rt-mailgate script under /etc/smrsh/ and not
touching the script under rt3/bin/ . Will that be ok ?
He will not be interested in contacting their sales team in this matter. So
as i understand :

Put code in rt-mailgate to extract ticket number from subject . Then use
this ticket number as a parameter in aliases to forward it to the old url.
It does sound simply but sure is one hella of a task for someone who has no
knowledge of perl. Though i am willing to learn it !

Thanks for your help mates. Any more info you or anyone can provide in this
perl matter ?

cheers

Emmanuel Lacour wrote:

Please do not tell me to look into procmail , etc coz my manager is bound
for this way only.

tell your manager to call me, I will explain him that he is going the
wrong way :wink:

seriously, to do what you want it’s really easier to do it with tool
such as procmail or directly in the mta (like postfix/exim).

but if you can’t, it’s still possible to hack your RT to do this, but
it’s not a trivial change and you appear to be missing a lot of RT/perl
knowledge to do that. rt-mailgate does no really magic things, he take
the email and basically send it to the proper url of RT, then in RT,
subject is analyzed to find the ticket number … etc

so you have to add code in bin/rt-mailgate to extract the subject from
the email (a naive inspection of ^Subject: may not be enough, you will
have to deal with subject encoding with proper per module), then use a
regexp to extract the ticket number and change the target url by
following your rule.

another way to do is to ask for example sales@bestpractical.com to get
commercial support …

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