OTRS Migration does not work (Error 500 Internal Server Error)

Technical assistance
1

Infos:

Important:
If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.

  • Used Zammad version: 2.8.0
  • Used Zammad installation source: source
  • Operating system: Win 10 (Zammad Ubuntu 18.04 LTS; OTRS Suse)
  • Browser + version: Chrome 71

Expected behavior:

  • Migration from OTRS works

Actual behavior:

On Zammad side: 500 Internal Server error.
OTRS apache log:

[Tue Jan 29 16:29:23.325915 2019] [:error] [pid 2726] Can't locate object method "Export" via package "Kernel::System::Zammad::Migrator::State" at /opt/otrs/Kernel/System/Zammad/Migrator.pm line 152.\n
[Tue Jan 29 16:29:53 2019] State.pm: Subroutine AttributeName redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 18.
[Tue Jan 29 16:29:53 2019] State.pm: Subroutine AttributeListFunction redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 22.
[Tue Jan 29 16:29:53 2019] State.pm: Subroutine AttributeGetFunction redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 26.
[Tue Jan 29 16:29:53 2019] State.pm: Subroutine AttributeGetFunctionIDParameter redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 30.
[Tue Jan 29 16:29:53.408359 2019] [:error] [pid 2724] Can't locate object method "Export" via package "Kernel::System::Zammad::Migrator::State" at /opt/otrs/Kernel/System/Zammad/Migrator.pm line 152.\n
[Tue Jan 29 16:30:38 2019] State.pm: Subroutine AttributeName redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 18.
[Tue Jan 29 16:30:38 2019] State.pm: Subroutine AttributeListFunction redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 22.
[Tue Jan 29 16:30:38 2019] State.pm: Subroutine AttributeGetFunction redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 26.
[Tue Jan 29 16:30:38 2019] State.pm: Subroutine AttributeGetFunctionIDParameter redefined at /opt/otrs/Kernel/System/Zammad/Migrator/State.pm line 30.
[Tue Jan 29 16:30:38.485214 2019] [:error] [pid 2722] Can't locate object method "_GenericGet" via package "Kernel::System::Zammad::Migrator::State" at /opt/otrs/Kernel/System/Zammad/Migrator/GenericBase.pm line 89.\n

Steps to reproduce the behavior:

  • Install Zammad Migrator in OTRS
  • Start Migration from Zammad console
2

There are several OTRS migration plugins for different versions of OTRS, but you haven’t stated which OTRS version you are using: https://docs.zammad.org/en/latest/migration-otrs.html

3

Also the production log from Zammad side would be really helpfull.

4

Hi There!

Thanks for your quick reply.
My OTRS Version is 5.0 and ive installed the Migration for OTRS 5.

Meanwhile i was able to solve the problem:
Ive restartet the apache server on the OTRS machine.
Now the migration works (migrated 40.000 tickets).

Is it possible to migrate organizations. That is the only thing left…

best regards

Dominik

5

The OTRS-Migrator does migrate Organizations. O_o

6

Hmm. Strange.because there are no organizations in zammad but in OTRS. I have to check this…

7

Do you see your users?
You have elasticsearch up running, configured and the index is there as well?

8

All Agents and all Customer Users have been migrated. Every user is in his role.
In OTRS “GP Verwaltung” are our Customers (Zammd: Organizations). But in Zammad “Zammad Foundation” is the only Organization.

Do i have to add “CustomerCompany” in the Migrator Objects list in OTRS Sysadmin?

ElasticSearch is up, running and the search in zammad is lightning fast!

9

Hi @MrGeneration,

Any news on this?

best regards

10

Found the solution:
My OTRS is running with an oracle database.
The SQL grammar in the Zammad migrator is wrong:

I had to correct in “GenericColumn.pm”:

“FROM ticket AS t” in “FROM ticket t” (2 times)

remove following line (2 times):
. " WHERE t." . $AttributeColumnName . " = ‘’"

Now all Organizations are migrated

1 Like
11

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.