Importing tickets from older version of OTRS

[arvobowen]

Is it possible to backup OTRS...

OTRS 2.4.7
MSSQL
IIS6

... and and then install the latest OTRS...

OTRS 3.0.6
MySQL
Apache

... then import old tickets to the new database?

[crythias]

best bet is to backup, upgrade in place, then export/import database.

[arvobowen]

crythias,
My issue is that I can not get the old version working for some reason... (see topic http://forums.otrs.org/viewtopic.php?f=81&t=9045)

Any ideas on that front by chance?

Thanks,
Arvo

[arvobowen]

Also... I'm currently using MSSQL and want to transition into MySQL. I can get to the DB in MSSQL and see all of the database but can not get OTRS 2.4.7 to work with it atm...

[arvobowen]

What SQL script do I run when upgrading from OTRS 2.4 to ORTS 3.0? Is it "scripts\DBUpdate-to-2.4.mssql.sql" or would it be the "scripts\DBUpdate-to-3.0.mssql.sql"?

Also... There is a Perl script in the scripts directory called "DBUpdate-to-2.4.pl". What is that for?

[crythias]

you are *in* 2.4, so updating to 2.4 is redundant and unnecessary.

[arvobowen]

Got it! Just wanted to make sure. So I did the following...

1) Installed OTRS 3.0 to C:\Httpd\OTRS\

2) Replaced three files with old OTRS files...
a) C:\Httpd\OTRS\Kernel\Config.pm
b) C:\Httpd\OTRS\Kernel\Config\GenericAgent.pm
c) C:\Httpd\OTRS\Kernel\Config\Files\ZZZAuto.pm

3) Ran the PRE MSSQL script
"C:\Httpd\OTRS>sqlcmd -S <MYSERVER> -E -d OTRS -i DBUpdate-to-3.0.mssql.sql"

4) Got response back from script that everything went OK.
(1238 rows affected)
...
...
(0 rows affected)

5) Checked to make sure perl was installed correctly...
"C:\Httpd\OTRS>perl -v"

6) Tried to run perl script to update the database...
"C:\Httpd\OTRS>perl -w DBUpdate-to-3.0.pl"

...


And this is where i get an error...

Migration started...

DBI connect('OTRS','otrs',...) failed: [Microsoft][ODBC SQL Server Driver][Share
d Memory]SQL Server does not exist or access denied. (SQL-08001) [state was 0800
1 now 01000]
[Microsoft][ODBC SQL Server Driver][Shared Memory]ConnectionOpen (Connect()). (S
QL-01000) at C:/Httpd/OTRS/Kernel/System/DB.pm line 210
ERROR: OTRS-DBUpdate-to-3.0-10 Perl: 5.10.1 OS: MSWin32 Time: Tue Apr 5 09:55:1
2 2011

Message: [Microsoft][ODBC SQL Server Driver][Shared Memory]SQL Server does not
exist or access denied. (SQL-08001) [state was 08001 now 01000]
[Microsoft][ODBC SQL Server Driver][Shared Memory]ConnectionOpen (Connect()). (S
QL-01000)

Traceback (5868):
Module: Kernel::System::DB::new (v1.127) Line: 181
Module: main::_CommonObjectsBase (v1.5) Line: 117
Module: DBUpdate-to-3.0.pl (v1.5) Line: 67

Got no DBObject! at C:/Httpd/OTRS/Kernel/System/Package.pm line 96.

Ideas?

[arvobowen]

Actually... maybe this has something to do with it...

In my Config.pm I have the following...

$Self->{DatabaseDSN} = "DBI:ODBC:$Self->{Database}";

DSN.. isn't that something like me trying to connect to a server called OTRS or something?

[arvobowen]

That was in fact what is was...

To fix the problem on a windows system I did the following...

Open...
Start->All Programs-> Administrative Tools->Data Sources (ODBC)

Click System DSN Tab...
Add "SQL Server" or "SQL Server Native Client 10.0" driver

With mine I named it "OTRS" then gave it a description and then used my server instance name "SERVER_NAME\INSTANCE"..

Then just finished it up and that solved the problem for me...

[arvobowen]

OK, yet one more issue Crythias... I have everything now somewhat working...

IF I use my old template (which i know is a no no) it works and shows me my normal looking login... When I try to log in it does not work (As I would expect from an incompatible template).

Now when I go into my C:\Httpd\OTRS\Kernel\Config\Files\ZZZAuto.pm and set the following...

$Self->{'DefaultLanguage'} = 'ax';
CHANGED TO $Self->{'DefaultLanguage'} = 'en';

$Self->{'DefaultTheme'} = 'AXNorcross';
CHANGED TO $Self->{'DefaultTheme'} = 'Standard';

... I now get the following page when I try to view the default page...

Browser Warning

The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information.

Welcome to My Ticket System

Username: [disabled box]

Password: [disabled box]

Login (disabled button)
Top of page

[arvobowen]

BTW Crythias,

Now that I know what my original issue was I took care of it and have my old version of OTRS up and running with no issues. I would still like to transition to 3.0 if possible though.

Upgrading should be simple but it is proving to be very difficult at the least... I tried dropping the new OTRS on top of my 2.4 install and then keeping those three config files, upgrading the database, etc... but I just get that browser error page.

Is there a way to export my data from 2.4 and then import it into 3.0? That would be great if there was!

[crythias]

http://forums.otrs.org/viewtopic.php?f=63&p=32389
http://www.google.com/search?q=site:for ... is+too+old

[MichaelR]

Is there a way to export my data from 2.4 and then import it into 3.0? That would be great if there was!

Dump database + sysconfig + Config.PM
Install new version
Reimport
????
Profit!

There's a youtube vid about it.... Same process basically.

[arvobowen]

Thanks MichaelR...

Is there a way to do a database dump with MSSQL? I see a few posts on doing a mysqldump, but I need to do one for MSSQL...

My Current Config:
Windows Server 2003
IIS6
MSSQL 2008

Target Config:
Windows Server 2003
Apache (installed by new windows installer)
MySQL (installed by new windows installer)

[ferrosti]

In case you still want to migrate to mySQL, read the bottom of this page:
http://dev.mysql.com/tech-resources/art ... osoft.html

[arvobowen]

OK in regards to getting OTRS 3.0 working by upgrading on top of the 2.4 install....

I have managed to kinda get an idea as to why I get the following error...

Browser Warning

The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information.

Welcome to My Ticket System

Username: [disabled box]

Password: [disabled box]

Login (disabled button)
Top of page

In the IIS6 logs I see the following...

127.0.0.1 GET /otrs/index.pl - 9999 - 127.0.0.1 HTTP/1.1 Mozilla/5.0+(Windows+NT+5.2)+AppleWebKit/534.24+(KHTML,+like+Gecko)+Chrome/11.0.696.34+Safari/534.24 - - localhost:9999 200 0 0 9137 434 11828

127.0.0.1 GET /otrs-web/skins/Agent/default/css/thirdparty/ui-theme/jquery-ui.css - 9999 - 127.0.0.1 HTTP/1.1 Mozilla/5.0+(Windows+NT+5.2)+AppleWebKit/534.24+(KHTML,+like+Gecko)+Chrome/11.0.696.34+Safari/534.24 - http://localhost:9999/otrs/index.pl localhost:9999 304 0 0 213 549 0

127.0.0.1 GET /otrs-web/skins/Agent/default/css-cache/CommonCSS_05998204f80e9346f0788e0a988a60d7.css - 9999 - 127.0.0.1 HTTP/1.1 Mozilla/5.0+(Windows+NT+5.2)+AppleWebKit/534.24+(KHTML,+like+Gecko)+Chrome/11.0.696.34+Safari/534.24 - http://localhost:9999/otrs/index.pl localhost:9999 404 0 2 1795 454 0

127.0.0.1 GET /otrs-web/skins/Agent/default/img/logo_bg.png - 9999 - 127.0.0.1 HTTP/1.1 Mozilla/5.0+(Windows+NT+5.2)+AppleWebKit/534.24+(KHTML,+like+Gecko)+Chrome/11.0.696.34+Safari/534.24 - http://localhost:9999/otrs/index.pl localhost:9999 304 0 0 213 512 0

127.0.0.1 GET /otrs-web/js/js-cache/CommonJS_8a4f6414a9b8c38fc060b62b10ab4c45.js - 9999 - 127.0.0.1 HTTP/1.1 Mozilla/5.0+(Windows+NT+5.2)+AppleWebKit/534.24+(KHTML,+like+Gecko)+Chrome/11.0.696.34+Safari/534.24 - http://localhost:9999/otrs/index.pl localhost:9999 404 0 2 1795 419 0

127.0.0.1 GET /otrs-web/js/js-cache/ModuleJS_01f5b3c958251d651852edb1c9901e90.js - 9999 - 127.0.0.1 HTTP/1.1 Mozilla/5.0+(Windows+NT+5.2)+AppleWebKit/534.24+(KHTML,+like+Gecko)+Chrome/11.0.696.34+Safari/534.24 - http://localhost:9999/otrs/index.pl localhost:9999 404 0 2 1795 419 0

All looks great with no errors except for the fact that there is not a /otrs-web/skins/Agent/default/css-cache directory... In the install I have using Windows2003/Apache/MySQL/OTRS3.0 there is...
So why is that directory not there? Is it a permissions issue? In the upgrade instructions I skipped over the otrs.SetPermissions.pl step because I'm using windows... would that have something to do with it?

[MichaelR]

Just run a few of the otrs.Cleanup.pl files

Probably:
- otrs.CleanUp.pl
- otrs.DeleteCache.pl
- otrs.RebuildConfig.pl

You shouldn't have to worry about permissions errors, as otrs.SetPermissions.pl is meant for Unix.
I have given the OTRS folder 'Everyone' permissions, but that's probably a giant security hole and asking for trouble...

Once you have a figured out how to convert the MSSQL -> MySQL, do a completely new install and get it working there, then migrate that over to your production box!

Cheers,
Michael

[arvobowen]

OK so it looks like there was an issue with permissions...

First, I did what you said about clearing out all the cache and rebuilding it with the 3 perl scripts...
.. Still no go at that point...

Second, I gave EVERYONE - Full access and applied to all child objects within the OTRS folder...

BAM! That worked!!!!

[arvobowen]

To keep everyone in the loop...

Just to keep it as secure as I could I went back after I was able to load the page (after I opened up security to EVERYONE) and then removed the EVERYONE user like it was originally and it seems to be working fine still... I think I just needed to give OTRS the ability to create the default directories etc... Once it did that I tightened back up on security by removing the EVERYONE user and all seems to be in line again!

Now on to migrating my OTRS 3.0 data from MSSQL to MySQL! More to come...

[mallesh]

yes,,Got it,, i goes to these steps, i recover all tickets from OTRS 2.4.9 to 3.0.10, but i find these error in Admin===package manager...

Calendar 1.9.5 - Package not correctly deployed! You should reinstall the Package again!
FAQ 1.6.6 - Package not correctly deployed! You should reinstall the Package again!
FileManager 1.4.8 - Package not correctly deployed! You should reinstall the Package again!
GeneralCatalog 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ITSM 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ITSMChangeManagement 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ITSMConfigurationManagement 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ITSMCore 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ITSMIncidentProblemManagement 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ITSMServiceLevelManagement 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
ImportExport 2.1.3 - Package not correctly deployed! You should reinstall the Package again!
MasterSlave 1.0.2 - Package not correctly deployed! You should reinstall the Package again!
OpenNMS 1.2.1 - Package not correctly deployed! You should reinstall the Package again!


How to erase these errors without any data loss?????

thanks in advance.......

[jojo]

You have to upgrade the packages to the correct versions for OTRS 3.

You need to delete the following packages as there is no version for OTRS 3:

Calendar
File Manager

[mallesh]

Thanks ,,,,, I recover all data.....with no errors............

[mallesh]

Hello, jojo,,


When i raise a Email ticket i face this error......

Error Message: The change state pending approval is not known!


I can not send to a mail to other user.....

How to solve this error........please help...........

[mallesh]

plz. see this attachment........

[crythias]

That would probably be accurate ... if so, you'll need to have a change state called "pending approval".

[mallesh]

Oh,,,I miss configuration of Sendmail == Core--- ....

Fill the right configuration...for sendmail...it's work fine....................

thanks....a lot................

[mallesh]

after importing tickets & migration run otrs.postmastermailbox.pl I saw below error messeges this like.....

OTRS-PostMasterMailbox.pl-10[979]: [Notice][Kernel::System::Ticket::Article::ArticleGetTicketIDOfMessageID] The MessageID '<6ce8a6f4d60c43164121dde7aca6eb31.squirrel@test.com>' is in your database more the one time! That should not be, a message_id should be uniq!

Dec 19 18:00:39 server2 OTRS-PostMasterMailbox.pl-10[979]: [Notice][Kernel::System::Ticket::Article::ArticleGetTicketIDOfMessageID] The MessageID '<B04A515BCAE7C34D90FEE204B055E3B25D35E79B9D@PHXCCRPRD02.adprod.bmc.com>' is in your database more the one time! That should not be, a message_id should be uniq!

What is the issue ?? this issue regarding migration error ??


Thanks in adavance.............

[jojo]

you try to fetch a message which is already stored in OTRS.