Verify on how to synchronize codes from one server to another

[OTRSRDNewbie]

Hi,

I'm getting strange issues with the server I tried to synchronize from the production server. Here's the thing my predecessor made customization directly to the OTRS files. Never met him when I joined he's gone. He didn't really bothered with creating a custom folder. The development server was long out of commission. I don't want to delve into what why I'm only starting the development server. Let's just say they gave me the go signal now to really fix the development server. I have also reinstalled the packages when I see errors like ITSMCore not correctly deployed.

I have tried comparing the individual files for changes with the production server. It will be tedious and take a long time. So what I did was copy the production server otrs whole (bzipped and tarred) then put it in the development server. The database otrs in the development since I was not with it from the beginning and they're telling me the whole dev server is unstable. I had to re create a new otrs database.

So after copying the otrs folder from production to the development. The database is too big too for backup and restore. Since I don't need the tickets, customer and agent's data. I tried just backing up and restoring the queue, groups, roles, sla, services, ticket states, ticket types, system address. The others I though of doing it manually like group to role and the likes because they may have different ID.

I'm still getting issues like service and sla have no values in the New Phone Ticket but in the database and OTRS front end Service and SLA tool there is data.

How do you generally synchronize otrs from server to server. Was I wrong not to install otrs first. Restore the database values then overwrite otrs/ with the otrs copied from the production server?

I am looking at the logs - system log, http log ... No error is recorded.