((OTRS)) Community Edition — Migration Reference

((OTRS)) Community Edition — Migration Support Overview

Role in migrations

• Staff (HD): supported as source.
• Company (HD): supported as source.
• Contact (HD): supported as source.
• Ticket (HD): supported as source.

Field-level support migrating FROM ((OTRS)) Community Edition (Ticket)

Field-level support migrating FROM ((OTRS)) Community Edition (Company)

Field-level support migrating FROM ((OTRS)) Community Edition (Contact)

Migration options available for ((OTRS)) Community Edition

• Migrate the newest records first - applies to: source (Ticket)
• Select records for Demo - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)

((OTRS)) Community Edition — Setup & How-To Guide

For more information: https://help-desk-migration.com/help/otrs-migration-guides/

How to find database name in OTRS?

To set up a migration from OTRS, you need to provide the name of the database where OTRS is stored. There are two ways for finding out the name of the database in OTRS.

Option #1: Go to the Admin tab > System Administration section and find SQL Box.
Run the query “SELECT DATABASE()”

Option #2: In the catalog where OTRS is installed (usually it’s /opt/otrs) find the Kernel subfolder. It contains configuration files. In particular, Config.pm contains the parameters to be used to connect to the database:

# ---------------------------------------------------- #
# database settings #
# ---------------------------------------------------- #
# The database host
$Self->{'DatabaseHost'} = 'dbs.internal.relokia.com';
# The database name
$Self->{'Database'} = "otrs_5";
# The database user
$Self->{'DatabaseUser'} = "otrs";
# The password of database user. You also can use bin/otrs. Console.pl Maint::Database::PasswordCrypt
# for crypted passwords
$Self->{'DatabasePw'} = '4EngxZVE9LyuUhy3';
# The database DSN for MySQL ==> more: "perldoc DBD::mysql"
$Self->{'DatabaseDSN'} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost}";

OTRS Migration Limitations

1. Migration is currently supported only from OTRS up to version 6, since that's the self-hosted version. Versions 7 and later are not supported in automated migration, as those are cloud versions and their API doesn't allow migration.
   1. For OTRS versions 7 and higher, data migration can still be done via custom configuration set up for the specific account being migrated from/to.