Archiving procedure
Hi Martin, long time no see, since Zurich. It was nice to meet you there :) Anyways, here is my question. I am ditching RT and going for OTRS. Now my problem is that we get around 20.000 Tickets a day and I would like to be able to archive all tickets that are > 6 months to a second system that is for archival only, to keep the current one nicely fast and clean. How would I go for that ? cheers Michael Bielicki
Hi Michael, On Thu, Aug 08, 2002 at 04:48:14PM +0100, Michael Bielicki wrote:
long time no see, since Zurich. It was nice to meet you there :)
Ohhh ja. It was really nice to meet you (and all the ISPMan guys) there! ;-)
Anyways, here is my question. I am ditching RT and going for OTRS. Now my problem is that we get around 20.000 Tickets a day and I would like to be able to archive all tickets that are > 6 months to a second system that is for archival only, to keep the current one nicely fast and clean. How would I go for that ?
It depends on a few things. Tell me more about your clients/tickets. Do you work with register-codes, do you work with customer ids, do you work with a accounting/contract system and do you have different groups/permissions for the agents? -==> If I know this, I can tell you the best way. PS: Nice traffic - 20.000 Tickets day! ;)
cheers
Michael Bielicki
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
On Thursday 08 August 2002 23:35, Martin Edenhofer wrote:
Hi Michael,
On Thu, Aug 08, 2002 at 04:48:14PM +0100, Michael Bielicki wrote:
long time no see, since Zurich. It was nice to meet you there :)
Ohhh ja. It was really nice to meet you (and all the ISPMan guys) there! ;-)
Anyways, here is my question. I am ditching RT and going for OTRS. Now my problem is that we get around 20.000 Tickets a day and I would like to be able to archive all tickets that are > 6 months to a second system that is for archival only, to keep the current one nicely fast and clean. How would I go for that ?
It depends on a few things. Tell me more about your clients/tickets. It's a large scale ISP with about 45 queues because of different Virtual Reselling ISP's and the related domainnames in the email addresses.
Do you work with register-codes, do you work with customer ids, do you work with a accounting/contract system and do you have different groups/permissions for the agents? no accounting/contact system yet but will need to be added for somequeues for payed support. We will hae different permissions since we have different support levels and also sales and admin are supposed to us the ticketing system. We work with customer id's butwe don't limit incoming messages by email address or things like that YET :).
-==> If I know this, I can tell you the best way.
PS: Nice traffic - 20.000 Tickets day! ;) Nothing unusual for a medium size ISP in the UK. THink about 0845 dial up, 0800 dial up, ADSL, hosting .....
cheers
Michael Bielicki
Martin
Hi Michael, [sorry for the long response time, but I'm on vacation] On Fri, Aug 09, 2002 at 12:32:16AM +0100, Michael Bielicki wrote:
It depends on a few things. Tell me more about your clients/tickets. It's a large scale ISP with about 45 queues because of different Virtual Reselling ISP's and the related domainnames in the email addresses.
Do you work with register-codes, do you work with customer ids, do you work with a accounting/contract system and do you have different groups/permissions for the agents? no accounting/contact system yet but will need to be added for somequeues for payed support. We will hae different permissions since we have different support levels and also sales and admin are supposed to us the ticketing system. We work with customer id's butwe don't limit incoming messages by email address or things like that YET :).
Setup a second OTRS system (archiv-system). So you can work with the customer ids, contract infos, time accounting infos ... from your OTRS system (live-system). Export all tickets with state closed and age > 6 month. Import this tickets to your archiv-system. -==> Of course, you need a new export/import script. It should be easy to write with the Kernel::System::Ticket and Kernel::System::Article modules. PS: If you need somebody who can do that, write to dev@otrs.org.
Michael Bielicki
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- socrate: 2:16pm up 58 days, 14:17, 4 users, load average: 0.04, 0.05, 0.01
participants (2)
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Martin Edenhofer -
Michael Bielicki