Moving active tickets from a read-only to a production workspace

After you have migrated your version 11 tickets into a read-only workspace in version 12, you must move the active tickets from the read-only workspace to the production workspace. This ensures that the agents can continue to work on the active tickets. You can accomplished this by creating an after save business rule in the version 11 read-only workspace. If you decide to have multiple record definitions in the workspace, you must create one rule for each record definition you created to move tickets to the appropriate destination.

To create a business rule to move tickets

  1. Open the item where you want to define the rule:
    1. Click the Administration tab.
    2. Click the workspace that was created for you with your migrated FootPrints 11 tickets.
    3. In the left pane, click Record Definitions.
    4. Double-click the Ticket item.
  2. In the left pane, click Business Rules.
  3. Click New Business Rule and select After Save rule.
  4. In the Business Rule Name field, enter Copy tickets from migrated workspace.
  5. In the Description field, type a description that explains the purpose of this rule.
  6. In the State field, select Active.
  7. In the Business Rule Schedule field, select Run Any Time.
  8. In the Triggers section, define the action or event that will trigger this rule:
    1. Click Add new trigger.
    2. From the Trigger list, select Time-based.
    3. For the Frequency field, do not modify the default value.
    4. From the minutes list, select 1.
    5. Click Create.
      The Triggers section refreshes to show the new trigger statement with icons to the right.
  9. In the Criteria section, add a condition to move the tickets. The following example moves all tickets that are in any status other than the Closed status:
    1. Click Add new condition.
    2. In the first field, select the Status.
    3. In the Condition field, select not equal to.
    4. From the Value list, select Closed.
    5. Click Create.
      If you have different criterion to move the tickets to the production workspace, do not configure above condition.
      For example, you might have tickets in any status other than Closed that you don't want to move.
  10. In the Actions section, add the action that moves the records to the production workspace. You can accomplish this by creating a new record as a copy of the existing records:
    1. Click Add new action.
      A new action form appears.
    2. In the Action field, select Create new record.
    3. From the Record Type list, select the new workspace name.
    4. In the next field, select Ticket, Incident, or any other record definition name in your production workspace.
    5. From the Quick Template list, do not select a value.
    6. Click Create.
      The Actions section refreshes to show the new action with action icons to the right.
  11. To ensure that the business rule only runs once on each ticket, in the Actions section, add the following action:
    1. Click Add new action.
      A new action form appears.
    2. In the Action field, select Set field value.
    3. In the Method field, select Set field value.
    4. From the Field field, select Status.
    5. In the Status field, select Close.
    6. Click Create.
      The Actions section refreshes to show the new action with action icons to the right.
  12. Click Save.
  13. Publish the container to implement your changes:
    1. In the breadcrumb trail, click the container link.

    2. Click Save and Publish.
      A confirmation message appears.

    3. Click Yes.
      The Publication Succeeded message appears, showing the number of errors and warnings (usually zero).

After a minute, check that all the active tickets are copied to the production workspace. This rule needs to be run only once. After the active tickets are copied successfully, you must change the business rule state to Not Active or delete the rule and republish the workspace. This ensures that the this rule is not run after every minute.

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