We upgraded to V12 last year but retained our custom ticket history table. I am currently implementing the standard ticket history table in our DEV environment in order to test before rolling it out in Live. The implementation documentation states:
The v12 standard ticket histories implementation process will move all entries in T_KEYWORD and TR_QUERY_ELEMENT which reference the now obsolete LVS_TKT_HIST, LVS_SUB_HIST, T_TCK_HIST, or T_SUB_HIST to a new inactive list category. These keywords will no longer be available when creating lists. Lists and output sets referencing these moved T_KEYWORD entries will continue to work against the old tables, but will not have any access to the new information.
I have found this to be true in the case of the TR_QUERY_ELEMENT table, however they appear to have been completely deleted from the T_KEYWORD table and when we open lists that contain the old list criteria, those criteria have disappeared. If the list is regenerated only the remaining criteria are applied.
Have other people found this to be the case as well? Based on the implementation documentation this is not what I was expecting to happen. I had assumed that users would still be able to see their old list criteria making it easy for them to swap out the old for the new. Have I just misunderstood the documentation or is this unexpected behaviour?
We also noticed this behaviour when we upgraded to v12. When I noticed this during testing I let the team know that this was going to happen and had them make note of the criteria in their top/fave/dynamic/etc lists that will need to retain the criteria. Then after the upgrade in LIVE they went back in and re-added the criteria. There weren't too many lists that needed this attention so it was fairly painless.
It turns out that there is a line in the implementation script that deletes these keywords, contrary to what is stated in the documentation.
Delete T_KEYWORD where detail_tbl in ('lvs_tkt_hist', 'lvs_sub_hist', 't_tck_hist', 't_sub_hist') GO
If you comment this out before running the script they won't be deleted. Once our users have updated their lists with the new list elements I will go ahead and delete them.