Speaker
Description
In this presentation we will discuss our experience of migrating the
INCD Helpdesk ticketing system from Request Tracker (RT) to Zammad. We
will highlight the most relevant INCD requirements and Zammad features
that led to the choice of this platform. We will also describe the
required steps that were taken during the migration process, including
data extraction from RT and the import into Zammad using the APIs of
both platforms. To perform the migration of the tickets we took
existing open source code that was significantly enhanced. These
developments ensured the accurate migration of ~2500 tickets from
different queues of RT, including attachments, user information, and
preserving the integrity of each ticket history. We will also show the
structure of our current implementation.
