OTRS import crashes

Infos:

  • Used Zammad version: 5.1.1
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04.4 LTS
  • Browser + version: Vivaldi / Chrome

Expected behavior:

  • Migration from OTRS 5s free. Migration 5.0.4

Actual behavior:

  • Migration crashes after importing some tickets.

thread#7: ERROR: Server Error: #<Net::HTTPInternalServerError 500 Internal Server Error readbody=true>!
#<Thread:0x000055b979c52668 /opt/zammad/lib/import/otrs.rb:70 run> terminated with exception (report_on_exception is true):
Traceback (most recent call last):
8: from /opt/zammad/lib/import/otrs.rb:81:in block (2 levels) in threaded_import' 7: from /opt/zammad/lib/import/otrs.rb:81:in loop’
6: from /opt/zammad/lib/import/otrs.rb:87:in block (3 levels) in threaded_import' 5: from /opt/zammad/lib/import/otrs.rb:123:in imported?’
4: from /opt/zammad/lib/import/otrs.rb:129:in import_action' 3: from /opt/zammad/lib/import/otrs/requester.rb:37:in load’
2: from /opt/zammad/lib/import/otrs/requester.rb:82:in request_result' 1: from /opt/zammad/lib/import/otrs/requester.rb:95:in request_json’
/opt/zammad/lib/import/otrs/requester.rb:135:in post': Zammad Migrator returned an error (RuntimeError) thread#4: add Ticket::Article.find_by(id: 108603) Traceback (most recent call last): 8: from /opt/zammad/lib/import/otrs.rb:81:in block (2 levels) in threaded_import’
7: from /opt/zammad/lib/import/otrs.rb:81:in loop' 6: from /opt/zammad/lib/import/otrs.rb:87:in block (3 levels) in threaded_import’
5: from /opt/zammad/lib/import/otrs.rb:123:in imported?' 4: from /opt/zammad/lib/import/otrs.rb:129:in import_action’
3: from /opt/zammad/lib/import/otrs/requester.rb:37:in load' 2: from /opt/zammad/lib/import/otrs/requester.rb:82:in request_result’
1: from /opt/zammad/lib/import/otrs/requester.rb:95:in request_json' /opt/zammad/lib/import/otrs/requester.rb:135:in post’: Zammad Migrator returned an error (RuntimeError)

Steps to reproduce the behavior:

  • starting new migration process

My opinion is that some ticket in the old systems results in a crash during migration.

Is anybody there who can support me in this topic?

Thanks in advance.

My guess would also be that there’s a ticket or ticket content in OTRS which causes these issues. I’d look into the OTRS server logging, as I’m not sure if the HTTP 500 is being produced by the Zammad importer or if that’s an error message coming from OTRS which causes the import to fail. I’d look into Zammad ticket number 108603 and check if that can be correlated to a corresponding ticket in the OTRS system and check if there’s anything that looks wrong in there. Not much to deduct from your limited info provided.

What type of DB do you have in OTRS? Can you post here the config of DB?

As I migratede OTRS 6 to Zammad there was an error caused by a databank configuration restrictions.

Best regards
Irina