Ricki, one methodology that is used is that as of X date, all new tickets will be opened in the new system, while existing ones get worked to closure on the old. After 30 days or so, all unclosed tickets will be migrated to (or recreated in) the new system, and you can do what you will with the old closed ones.
The pilot program is also a good one - have your most Sr. techs go first, so that they can assist the others when its their turn. There are many variations of how "pilot" is defined, it's just a question of what fits best for your situation. Rick On 12/12/07, Ricki Haines <[EMAIL PROTECTED]> wrote: > > ** > > Hello, > > After some weeks of testing in a dev environment, we're about ready to put > ARS 7.0.1 along with Incident and Problem Management into production. I've > purged the licenses from the current production server so we have 60 days to > get everyone up and running on the new server. The question is how to go > about flipping the switch. > > Management wants to slowly (over a 3 – 4 week period) migrate support > people with fixed/floating licenses from the old server in order to not slow > down production. All of our customers are internal users and usually need > help right away, not a few hours later. Surely there must be a better way. > I think if everyone is trained on the new system we should be able to move > everyone over at one time. We have 4 - 5 people manning the phones at the > Help Desk and they take approximately 150 calls per day, along with emails > and forms for user access changes. I can do a daily transfer of tickets > remaining open to the new server but that's a nightmare in itself. If two > phone support people are on the old system and they get calls on tickets > entered into the new system that day, that customer will see a delay in > service while waiting for the support person on the new system to get back > to them. Anyone have an idea that's probably staring me in the face? > > Thanks, > > Ricki Haines > > _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > _ _ _ _ > > This e-mail and any files transmitted with it are confidential and > intended solely for the use of the individual or entity to whom > they are addressed. > > If you have received this e-mail in error please notify the > originator of the message. This footer also confirms that this > e-mail message has been scanned for the presence of computer > viruses. > > Any views expressed in this message are those of the individual > sender, except where the sender specifies and with authority, > states them to be the views of Liberty. > > Scanning of this message and addition of this footer is performed > by filtering software in conjunction with virus detection software. > > __20060125_______________________This posting was submitted with HTML in > it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
