SupportPal Docs

Migration Script

The migration script is intended to migrate data from other software to your installation of SupportPal.

Currently supported migrations options:

Download Script

The migration script can be downloaded at our client area, client account is required.

Prerequisites

Resource Limitations

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:

PHP Configuration
MySQL Configuration
Web Server
Some 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.

Step-by-step guide

After you have installed a fresh copy of SupportPal, you can begin using the migration script:

  1. 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.
  2. Navigate to the directory that you put the files in, for example: http://mycompany.com/migration_script/.
  3. You should be presented by the wizard which will guide you through the upgrade process.
    1. Step 1: SupportPal Details
      This page requires your SupportPal database details.
    2. Step 2: Product Selection
      Select the product that you're currently using. The data from this product will be migrated to your SupportPal database.
    3. Step 3: Selected Product Details
      Input application details for the product selected in step 2.
    4. 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. Select which data you would like to migrate. 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.
    5. 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.
    6. 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).

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:

  1. Visit the operator panel login screen, click the 'Forgot password?' link, enter your email and hit the 'Reset Password' button.
  2. Use a database management tool to access your database. In this guide, we will use phpMyAdmin.
  3. Select your database from the list of databases.
  4. Select the email_queue table from the list of tables.
  5. Given you're the first operator to reset your password, there should only be one record in the table. Double click the row contents column, in order to view the full message (with a scroll bar).
  6. Copy the password reset link from the email and access the link in your browser.
  7. Input a password of your choose and proceed to login.

Post Migration

There are several key functions that you should be aware of before enabling the cron and enabling the help desk for production use: