Speaker
Description
We present the migration of the CNCA Helpdesk from Request Tracker (RT) to Zammad, driven by the need for improved usability, automation, and integration capabilities.
The talk focuses on the migration approach, including data extraction from RT and transformation/import into Zammad via APIs. Existing open-source tooling was extended to support CNCA specific requirements, enabling the accurate migration of ~2,500 tickets across multiple queues while preserving history, attachments, and user mappings.
We also describe the resulting architecture and operational practices, including access control and automation workflows.
Finally, we share lessons learned, common pitfalls, and practical recommendations for similar migrations in production environments.
| Desired slot length | 10 |
|---|---|
| Speaker release | No |