Migration from OTRS

Limitations

Please note below OTRS specific limitations. These are additional limitations to the general ones listed.

  • Password migration works for OTRS >= 3.3 only
    (on older instances a password reset within Zammad will be required)
  • If you plan to import a differential migration after, do not change any data in Zammad!

  • Only customers of tickets are imported

  • Zammad expects your OTRS timestamps to be UTC and won’t adjust them

  • If you plan to import a differential after, do not change any data in Zammad!

Note

Supported OTRS version: 3.1 up to 6.x

Prerequisites

Step 1: Install Znuny4OTRS-Repo

This is a dependency of the OTRS migration plugin.

https://addons.znuny.com/api/addon_repos/public/1029/latest

Step 2: Install OTRS migration plugin

https://addons.znuny.com/api/addon_repos/public/1085/latest

Hint

In some cases restarting your webserver may help to solve internal server errors.

Importing OTRS data

Note

If your OTRS installation is rather huge, you might want to consider using the command line version of this feature. This also applies if you experience Timeouts during the migration.

After installing Zammad and configuring your webserver, navigate to your Zammads FQDN in your Browser and follow the migration wizard.

Depending on the size of your OTRS installation this may take a while.

You can get an idea of this process in the migrator video on vimeo .

After successfully migrating your OTRS installation, continue with First steps.

Importing a differential

Note

This is only possible after finishing an earlier OTRS import successful.

In some cases it might be desirable to update the already imported data from OTRS. This is possible with the following commands.

Run a differential import
>> Setting.set('import_otrs_endpoint', 'http://xxx/otrs/public.pl?Action=ZammadMigrator')
>> Setting.set('import_otrs_endpoint_key', 'xxx')
>> Setting.set('import_mode', true)
>> Setting.set('system_init_done', false)
>> Import::OTRS.diff_worker
Set Zammad back into normal working mode
>> Setting.set('import_mode', false)
>> Setting.set('system_init_done', true)

All changes that occurred after your first migration should now also be available within your Zammad installation.

Restarting from scratch

Turned wrong at some point? You can find the required commands to reset Zammad in our Dangerzone.