migration-otrs.rst

from OTRS

Install plugins on OTRS

Note: Currently only passwords of OTRS >= 3.3 can be reused in Zammad! Passwords that were stored in another format than the default SHA2 are not possible to use. Users then have to use the password reset procedure.

Install Znuny4OTRS-Repo

This is a dependency of the OTRS migration plugin

• On OTRS 6:
  • https://addons.znuny.com/api/addon_repos/public/1029/latest
• On OTRS 5:
  • https://addons.znuny.com/api/addon_repos/public/615/latest
• On OTRS 4:
  • https://addons.znuny.com/api/addon_repos/public/309/latest

Install OTRS migration plugin

• OTRS 6:
  • https://addons.znuny.com/api/addon_repos/public/1085/latest
• OTRS 5:
  • https://addons.znuny.com/api/addon_repos/public/617/latest
• OTRS 4:
  • https://addons.znuny.com/api/addon_repos/public/383/latest
• OTRS 3.1 - 3.3:
  • https://addons.znuny.com/api/addon_repos/public/287/latest

Import via Browser

After installing Zammad, open http://localhost:3000 with your browser and follow the installation wizard. From there you're able to start the migration from OTRS.

See the Video at http://days.zammad.org/features/migrator

Import via command line

If you miss this at the beginning or you want to re-import again you have to use the command line at the moment.

Stop all Zammad processes and switch Zammad to import mode (no events are fired - e. g. notifications, sending emails, ...)

If you installed the Zammad DEB or RPM package

zammad run rails c

If you installed from source

su zammad
cd /opt/zammad
rails c

Enter the following commands in the rails console

Setting.set('import_otrs_endpoint', 'http://xxx/otrs/public.pl?Action=ZammadMigrator')
Setting.set('import_otrs_endpoint_key', 'xxx')
Setting.set('import_mode', true)
Import::OTRS.start

After the import is done switch Zammad back to non-import mode and mark the system initialization as done.

Setting.set('import_mode', false)
Setting.set('system_init_done', true)

Start all Zammad processes again. Done.

Importing a diff

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

Enter the following commands in the rails console

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

After the import is done switch Zammad back to non-import mode and mark the system initialization as done.

Setting.set('import_mode', false)
Setting.set('system_init_done', true)

Start all Zammad processes again. Done.

Restarting from scratch

First make sure all Zammad processes are stopped. After that reset your database.

If you installed the Zammad DEB or RPM package

zammad run rake db:drop
zammad run rake db:create
zammad run rake db:migrate
zammad run rake db:seed

If you installed from source

rake db:drop
rake db:create
rake db:migrate
rake db:seed

After that your DB is reset and you can start the import right over.