OTRS 6 migration to Zammad (test instance for evaluation)

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After four months of hard work setting up DevOps processes, importing data from OTRS, getting familiar with the API, and creating custom tools to ensure reproducibility, I can announce that Zammad officially went live as of July 1st!

Challenges Faced

The journey wasn’t without its hurdles. Here are some notable challenges and how they were tackled:

  1. OTRS Import Issues:
  • The Znuny exporter tools for OTRS worked well.
    However, we encountered problems where user IDs were scrambled after importing around 1200 users. IDs for the first 1200 users stayed consistent, but from 1200 to 1600, they were randomly reassigned.
    The issue with inconsistent IDs is something that somehow is consistent within the project OTRS Import Discussion
  1. Permission ID Changes:
  • Silent changes in permission IDs between versions 6.2 and 6.3, especially after the addition of WhatsApp Business, required manual adjustments since IDs were not treated as unique values.
  1. API Limitations:
  • Not all configurations can be altered through the API, necessitating some manual intervention, particularly for settings.
  • Reference: API Settings Issue
  1. Translation Workarounds:
  • To handle translations, the only was is to use an API workaround to seamlessly add the required translations.
  • Reference: Translation Issue
  1. Non-Customizable Notifications:
  • Setting up notifications for approximately 450 vertical sites was challenging due to the lack of customization options. However, through tables, APIs, and scripts it was possible to manage this too.
  • Reference: Notification Customization Discussion

Positive Aspects

Many features work out of the box. Core Workflows are instrumental in customizing the experience. Apart from minor adjustments to notification emails and adding custom triggers, the operator-side experience has been smooth.

Looking Ahead

With the summer season being slow, we expect fewer tickets and more time to refine the setup. From autumn onwards, increased real-life use will provide valuable feedback on Zammad’s performance.

Acknowledgements

A huge thanks to @fliebe92, @MrGeneration, and the entire community for their patience and support. This forum has been an invaluable resource, and with the collective knowledge here, setting up Zammad has been a rewarding experience.

See you around,
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