Dont Lose Any Tickets While Upgrading Your Kayako Installation!

[Solvent LLC]

I had an idea today while upgrading from 3.10.02 to 3.11.0, I was worried that my somewhat-active support site would get "activity" while I was in the middle of uploading, updating, and applying patches and template modifications.

SOo I thought, wouldnt it be cool to use procmail (which I am already using) to pipe the mail to the /cli/index.php file instead of a direct CPanel pipe. I wasn't sure if it would work, but after making a few changes and writing some simple procmail recipes, I tested it and it worked beautifully!

Now, as soon as I rename my /help directory to /help.old, my procmail will recognize that I have taken Kayako "offline" and immediately kick in, moving all ticket submissions and replies to a "missedtickets" folder, at the same time forwarding copies to my normal POP3 inbox with the word "[MISSED TICKET]" appended to the front of the subject. As soon as I get my kayako up and running, I wrote a small bash script that re-pipes the missed emails back through the Kayako cli for parsing.

This, combined with some modified .htaccess files to redirect users while the site is offline, makes me breathe easy and I can take my time upgrading carefully and not worry about database errors, corruption or missed tickets. If anyone's curious about the details, I can post some of the procmail setup etc. I just wanted to share the idea. I only wish I knew PHP so I could add some features that I need to kayako.

[Sheep]

That's a nice share for beginner admins
i bet you get many thanks from the community