Migrate your OTRS data

Tickets are the primary object with a stable schema across OTRS versions. We export all standard fields (Title, State, Priority, Queue, Owner, CustomerID) and preserve article history and attachments as child records.

Articles represent ticket communications (emails, notes, external replies). We export the full article body, content-type, and sender information as part of the ticket export pass.

Customer records are stored separately from tickets and include contact details, user type, and preferences. We map Customer IDs in ticket records to the Customer object to reconstruct the relationship at the destination.

Dynamic Fields are user-defined properties stored as entity-attribute-value rows in separate tables. We enumerate all defined field names and types during scoping and map each to an equivalent custom property at the destination, handling date, dropdown, checkbox, and text field types specifically.

Configuration Items are CMDB entries with a class-based schema. We export CI data and the CI-to-Ticket linking table so the relationship is reconstructed in the destination CMDB or ticket system.

Queues define ticket routing and access boundaries. We export queue names and the assignment rules and map them to destination queues or pipelines depending on the target system's terminology.

Agents are tied to roles, groups, and queues via separate permission tables. We export the user record and reconstruct ownership and assignment relationships using the destination system's user schema.

OTRS Process Management stores workflow definitions as XML with activity nodes and transition rules. We export the workflow structure and replay it as a series of state transitions or checklist items at the destination, noting that complex conditional logic may flatten into a simplified sequence.

SLA definitions link response and solution times to queues and ticket types. We export SLA names and escalation thresholds as metadata tags on each ticket so the destination can reconstruct urgency levels.

Attachments are stored as binary blobs linked to ticket articles in the database. We extract each blob with its filename and MIME type and re-attach it to the corresponding article record at the destination.

Services define available offerings linked to SLAs and queues. We export service definitions and their SLA associations so catalog items can be recreated at the destination.

OTRS reporting stores report definitions and rendered output in the database. These are proprietary to OTRS and cannot be directly imported into third-party systems; we note this gap and advise rebuilding key reports post-migration.