Migrate ticket from old OTRS to new OTRS

[ndhvu275]

Dear all,

I'm facing an issue to migrate ticket data from the old OTRS to new OTRS, I don't know how to do that. I'm just thinking I have to migrate via script direct in database

Anyone know how to do this issue? Please help me tks

Vu Nguyen

[wurzel]

Hi,

copy - paste or forward.

Export/Import is not possible I think.

Flo

[ndhvu275]

copy - paste or forward.

Hi,

Where can I execute to copy, paste or forward? Could you explain more detail

Thanks

[jojo]

if you wan't to upgrade read the UPGRADING file of the new version and have a look in the admin book on http://doc.otrs.org/3.3/en/html/upgrading.html

[wurzel]

Hi,

Where can I execute to copy, paste or forward? Could you explain more detail

depends on the system you are using:
Windows: STRG+C -> STRG+V
Mac: CMD+C -> CMD+V

Florian

[ndhvu275]

if you wan't to upgrade read the UPGRADING file of the new version and have a look in the admin book on http://doc.otrs.org/3.3/en/html/upgrading.html

Thanks your idea, but my customer don't want to do that. They just want to migrate the open tickets to the new system

I'm going to use create OTRS web service to migrate, of course I have to develop

[ndhvu275]

Hi,

Where can I execute to copy, paste or forward? Could you explain more detail

depends on the system you are using:
Windows: STRG+C -> STRG+V
Mac: CMD+C -> CMD+V

Florian

Sorry wurzel,

I'm still not understand, what screen I have to do like that or I have to develop?

Thanks

Vu Nguyen

[crythias]

We're saying that if you want to migrate you have two options:
1) Migrate/Upgrade the database (you can use a copy of the database and then delete all but the important tickets).
2) create new tickets on the new database and copy the information from the source tickets to the new tickets (body).

[ndhvu275]

Thanks for your helps,

Now I have a new requirement from customer. Two companies are working with 2 different OTRS systems, there is a change all staffs company A will move to company B. Then, they want to move all pending tickets from OTRS A to OTRS B as migration data. The pending tickets includes: new tickets, open tickets, pending tickets, closed parent tickets with child tickets are pending, the total is about 5000 records.

What is a good solution to do this? I'm thinking about 2 solution:
1. Write a sql script to migrate data direct in database
2. Develop a GUI on OTRS, then execute data migration on GUI

Btw, I think there are some challenges:
- Migrate the ticket link: parent/child ticket
- Migrate the customer data
- Migrate attachment
- Performance
- Error handling: occur an error during executing data migration

Thanks for all your ideas
Vu Nguyen

[reneeb]

An other issue you have to think about:

Many information are stored as IDs with foreign keys, are the two OTRS instances identical? (E.g. instance A has a custom ticket status "waiting for third party". Does instance B has the same status? Are the IDs of those status identical? The same accounts for queues, old freetext fields, ...)

It's not that simple to migrate tickets from one OTRS instance to an other. You have to worry about ticket numbers and much much more. Isn't it possible to run the two instances in parallel for a while? New tickets are created in instance B and when all existing ticket in instance A are closed the instance is shut down...

[ndhvu275]

First, thank your reply

Many information are stored as IDs with foreign keys, are the two OTRS instances identical? (E.g. instance A has a custom ticket status "waiting for third party". Does instance B has the same status? Are the IDs of those status identical? The same accounts for queues, old freetext fields, ...)

Yes, the IDs of objects: queues, types, states, services, free fields... I will make mapping tables in sysconfig. For example what state name in instance A is mapping what state name in instance B

It's not that simple to migrate tickets from one OTRS instance to an other. You have to worry about ticket numbers and much much more. Isn't it possible to run the two instances in parallel for a while? New tickets are created in instance B and when all existing ticket in instance A are closed the instance is shut down...

Yes, I know it's so difficult to do, but I have to do it for customer . Then I'm thinking about GUI solution, develop:
- Make filter conditions to search tickets for migration
- Call OTRS web service to get tickets from instance A
- The result will create tickets on instance B
- Create a DF on instance B to know which tickets already migrated

Btw, I dun know my way is correct or not? But I'm thinking writting a script for mgiration is more easy than, but I dun know where I can start

Thanks,
Vu Nguyen

[reneeb]

I have done a similar task for a customer by providing a kind of "Import/Export" functionality as it is given in the Statistics area. On the export all IDs are rewritten with the full name (e.g. QueueID 2 was stored as Queue Raw, ...) It wasn't perfect and a long period of testing was involved.

You have to import/export/migrate all information from the outer to the inner:

1.) valid values (if different). It has no dependencies on other data
2.) ticket states (they only depend on "valid" values)
3.) users
4.) other stuff where modules from http://opar.perl-services.de/search/1?s ... framework= might help like ImportExportDynamicFields,...

A bit tricky is to migrate queues and system addresses as they have circular dependencies.

last.) ticket data

[crythias]

outstanding email ticket links to existing tickets will also need some sort of rerouting.

Code: Select all

http://youroldticketsystem/otrs/customer.pl?ticketid=xxxx

xxxx could conflict with

Code: Select all

http://yournewticketsystem/otrs/customer.pl (or index.pl) ?ticketid=xxxx

Least of your worries, sure...