Request Tracker (RT) queue migrations to Jira Service Management (JSM)

This article describes what options you have with respect to the transition from Request Tracker to Jira service Management, when you are ready to migrate.

Included in this article:

Steps to have your RT queue migrated

• To request that your current RT queue be decommissioned and migrated to JSM, please :
  i. Submit a ticket and work with IST to create and set up your new JSM Project (if not already set up): Atlassian Request - Information Systems and Technology - Jira Service Management
  ii. Once JSM is set up and ready to be used, send a request to rt-help@uwaterloo.ca to migrate your existing RT queue(s) to JSM, providing the information in questions 1-3 below ( also review What will happen to your RT queue section below).

1. Would you like existing RT email aliases redirected to your JSM Project? 

   1. You have an option to forward existing rt-queuename@rt.uwaterloo.ca email addresses to your JSM Project.  

      1. To setup forwarding, please provide: 
         - RT queue name  and
         - Email address for your new JSM Project Note: It is recommended to set up a generic email account for each JSM Project that directs to the Atlassian email address of your JSM project.

   2. The number of months you would like this forwarding in place 

2. Would you need access to existing RT Data?

   1. If no access to existing RT Data is needed your queue will be disabled and you will no longer have access to the RT data. Data will be deleted based on the standard RT data retention schedule. Note: Please let us know If you have a specific data retention schedule for your queue.

      1. The ability to create tickets in the queue or move tickets to the queue will be disabled (unless an autoreply is being added. Refer to #4 below)

   2. If access is needed to the existing RT Data, please provide the following information.  Note: that your RT queue will remain enabled while access remains to the data

      1. specify the names and usernames of the users who need access.

      2. What type of access is needed?
         -specify if the users need view only access or access to edit tickets. Note: Existing ticket owners, CCs, AdminCCs and requestors will still be able to update the ticket.

   3. How long is this access needed? (Data will remain in RT based on the RT data standard schedule.)

3. Do you have an RT request form?

   1. specify the date it should be deleted. (also see section below What else do you need to do? )

4. optional: Would you like a custom autoreply from RT?
   NOTE: if the autoreply is set up, we cannot redirect your old RT email address to a Jira/other email address

   1. If you would like a custom autoreply from RT, please let us know
      -which new Jira form or email address we should redirect people to in the autoreply.
      -how long you would like this autoreply in place

What will happen to your RT queue?

• Queue visibility will be removed for everyone except people who still need access and the IST Service Desk staff.  Note: IST Service Desk staff will be advised not to move new tickets into the queue

• If no data is required to be accessed (see above #2), the queue will be disabled

What else do you need to do?

1. Update any web pages, documents or KB articles that point to the RT queue or previous RT form, to the new JSM email or new JSM form/portal.

2. Request forms: Update or recreate any existing forms that submit to RT.

   1. RT forms will be deleted

      1. It is recommended you re-create the form in JSM.

   2. If you currently use WCMS form(s) that submit to RT, options are as follows:

      1. Recreate the form in JSM (recommended) 

      2. The WCMS form can be updated by the WCMS site/form administrator, to submit to a JSM Project email address (instead of a RT email address)

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