The migration script is intended to migrate data from other software to your installation of SupportPal.
Currently supported migrations options:
The migration script can be downloaded at our client area, client account is required.
A fresh install of the latest stable version of SupportPal is required, before running the migration script. Prior versions of SupportPal are not supported.
If migrating from ArcticDesk, this installation will need to be separate from your existing ArcticDesk installation.
The SupportPal cron job should be disabled until you're happy to go live with the migration.
For performance reasons, emails are sent via the cron in SupportPal. Enabling the cron may result in your customers receiving untoward email notifications before you're ready to put the help desk into production.
ArcticDesk Only: Your ArcticDesk v1.3.3 database must not be running in maintenance mode.
The migration script requires access to your help desk in order to download attachments and avatars.
If your database is quite big or contains a number of large attachments the script may timeout during execution. We suggest to ask your server administrator or hosting provider to increase resource allocations for PHP and MySQL. We recommend the following configuration:
post_max_size = 0
memory_limit = -1
max_execution_time = 0
max_input_time = -1
upload_max_filesize = 1024M
default_socket_timeout = 36000
mysql.connect_timeout = -1
max_allowed_packet = 500M
Web ServerSome web servers have built-in timeout configurations - on top of those defined by PHP. This is by no means a complete list so we recommend to contact your server administrator if you're not sure.
After you have installed a fresh copy of SupportPal, you can begin using the migration script:
- Extract the migration script files into a web accessible directory on the same server that you installed SupportPal on, we recommend to use a directory outside of the SupportPal installation.
- Navigate to the directory that you put the files in, for example: http://mycompany.com/migration_script/.
- You should be presented by the wizard which will guide you through the upgrade process.
Step 1: SupportPal Details
This page requires your SupportPal database details.
Step 2: Product Selection
Select the product that you're currently using. The data from this product will be migrated to your SupportPal database.
Step 3: Selected Product Details
Input application details for the product selected in step 2.
Step 4: Data Selection
Select if you wish to delete all the existing data in SupportPal, and then select which brand to insert the migrated data in to.If you need to migrate several systems in to SupportPal, use a different brand for each one.Select which data you would like to migrate.The migration runs in full each time, and all the data items are linked with each other. It is not possible to migrate some of the data in one session and the rest of the data in another session.Password Notifications
Operator and user password reset notification are sent using two separate mechanisms in order to avoid any untoward emails from being sent to your customers. If you opt out of sending the password reset notification to your operators, please see "Manually resetting your operator password" section below.SupportPal Cron Job
Please ensure the SupportPal cron job is disabled before progressing to the next step.
Step 5: Migration
The migration will occur in the background. Depending on the amount of data being migrated this step may take several minutes. If a fatal error occurs at any point during the migration a browser alert will be issued to notify you.
Step 6: Post-Migration
Once the migration has completed we recommend that you spend some time reviewing what data has been migrated. When you're happy to put the help desk live, enable the cron job in order to email users their password reset notifications (assuming "Yes" was selected when asked in step 4).
- Step 1: SupportPal Details
Manually resetting your operator password
On step 4 of the migration you're given the option to send a password reset notification to all operators using your SupportPal email connection details. If you opt out of this step, or don't receive the email notification, you will have to manually reset your password. Below details the procedure:
- Visit the operator panel login screen, click the 'Forgot password?' link, enter your email and hit the 'Reset Password' button.
- Use a database management tool to access your database. In this guide, we will use phpMyAdmin.
- Select your database from the list of databases.
- Select the
email_queuetable from the list of tables.
- Given you're the first operator to reset your password, there should only be one record in the table. Double click the row
contentscolumn, in order to view the full message (with a scroll bar).
- Copy the password reset link from the email and access the link in your browser.
- Input a password of your choose and proceed to login.
Post MigrationThere are several key functions that you should be aware of before enabling the cron and enabling the help desk for production use:
By default we have quite strict throttling limits that prevents users (of the same email address) from creating too many tickets within a given time frame. See: Throttling
Inactive ticket notifications
By default we send notifications when users don't reply to tickets, and also when we automatically close tickets. You may wish to disable this functionality to prevent a lot of emails being sent out when the cron job is enabled. The relevant settings are: Settings > Tickets > General Settings > Inactive Tickets > Close inactive tickets and Waiting for response email.
Most migrations don't copy over operator permissions due to complexities in mapping the permissions between different software. This will need to be reconfigured manually.
You may wish to browse to Settings > Brand and set a valid brand name, email address, and locale data (timezones, etc).