Please note below Kayako specific limitations. These are additional limitations to the general ones listed <migration_limitations>.
The general suggestion is to run a test import before to learn how long the migration is going to take.- Selfhosted installations (Kayako classic) are not supported.
The following ticket field customizations are being ignored (affects "Scale" plan):
- Custom ticket states,
- Custom ticket priorities, and
- Custom ticket types.
- Important: Please note that migration speed highly depends on your Kayako plan (API rate limits apply).
- Your Kayako plan has to provide API support. This may not apply to all available plans.
- User passwords are not migrated and will require the user to use the
password reset link </settings/security/base.html#lost-password>on the login page.
Zammad requires API access which is why the migrator will request your Kayako-URL, email address and password.
Warning
Ensure to provide an user account with full administrative permissions. Less privileged users will end in a broken migration.
Generally you have two options on how to migrate data. If you have a fairly big instance with a lot of data, you may want to consider using the console over the browser version.
Via browser
After installing Zammad and configuring your webserver </getting-started/configure-webserver>, navigate to your Zammads FQDN in your browser and follow the migration wizard.
Depending on the number of users, tickets and Kayako plan this may take some while.
Note
😖 Scheduler got interrupted
If this message appears after providing your credentials, please be patient. The migration should start within 5 minutes.
If you receive above message after the migration begun, please consider using the console approach instead and reset the installation.
Via console
- To prepare the migration, run the following commands
# Set variables for easier settings $ subdomain = '{kayako subdomain}.kayako.com' $ email = '{kayako admin email address}' $ password = '{kayako admin password}' # Update Zammad settings for Kayako import $ Setting.set('import_kayako_endpoint', "https://#{subdomain}/api/v1") $ Setting.set('import_kayako_endpoint_username', email) $ Setting.set('import_kayako_endpoint_password', password) $ Setting.set('import_backend', 'kayako') $ Setting.set('import_mode', true)
If you want to know if your configuration works in a dry run, run the following command:
Sequencer.process('Import::Kayako::ConnectionTest')
- To start the actual migration, run the following commands
# That the actual job $ job = ImportJob.create(name: 'Import::Kayako') $ AsyncImportJob.perform_later(job)
Tip
🤓 Want to check the state of the migration?
Running the following command in a rails console will provide detailed state information of your migration.
pp ImportJob.find_by(name: 'Import::Kayako')
To give you an idea how the migration job state looks like, you can use below tabs. As long as
finished_atisnil, the process is still running.Freshly started import
#<ImportJob:0x0000000008274310 id: 1, name: "Import::Kayako", dry_run: false, payload: {}, result: {"Organizations"=> {"skipped"=>0, "created"=>0, "updated"=>0, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>0, "total"=>100}}, started_at: Mon, 03 Jan 2022 18:41:51 UTC +00:00, finished_at: nil, created_at: Mon, 03 Jan 2022 18:41:16 UTC +00:00, updated_at: Mon, 03 Jan 2022 18:43:32 UTC +00:00>
Import half way
#<ImportJob:0x000055ba3d9dbbb8 id: 1, name: "Import::Kayako", dry_run: false, payload: {}, result: {"Groups"=> {"skipped"=>0, "created"=>3, "updated"=>0, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>3, "total"=>3}, "Organizations"=> {"skipped"=>0, "created"=>193, "updated"=>1, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>194, "total"=>194}, "Users"=> {"skipped"=>0, "created"=>3352, "updated"=>0, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>3352, "total"=>3352}, "Tickets"=> {"skipped"=>0, "created"=>987, "updated"=>0, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>987, "total"=>1000}}, started_at: Tue, 04 Jan 2022 11:37:38 UTC +00:00, finished_at: nil, created_at: Tue, 04 Jan 2022 11:37:36 UTC +00:00, updated_at: Tue, 04 Jan 2022 12:12:52 UTC +00:00>
Finished import
#<ImportJob:0x0000561da0def350 id: 1, name: "Import::Kayako", dry_run: false, payload: {}, result: {"Groups"=> {"skipped"=>0, "created"=>3, "updated"=>0, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>3, "total"=>3}, "Organizations"=> {"skipped"=>0, "created"=>193, "updated"=>1, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>194, "total"=>194}, "Users"=> {"skipped"=>0, "created"=>3352, "updated"=>0, "unchanged"=>0, "failed"=>0, "deactivated"=>0, "sum"=>3352, "total"=>3352}, "Tickets"=> {"skipped"=>0, "created"=>4714, "updated"=>0, "unchanged"=>0, "failed"=>1, "deactivated"=>0, "sum"=>4715, "total"=>4715}}, started_at: Tue, 04 Jan 2022 11:37:38 UTC +00:00, finished_at: Tue, 04 Jan 2022 14:30:57 UTC +00:00, created_at: Tue, 04 Jan 2022 11:37:36 UTC +00:00, updated_at: Tue, 04 Jan 2022 14:30:57 UTC +00:00>
As the migration technically skips the getting started wizard, please note that you want to adjust your FQDN settings </settings/system/base.html> (FQDN & HTTP-Type).
Hint
How to log in?
Zammad provides admin access to the user whose login credentials you provided. Use the admins email address and password provided during the migration to login.
All other users will have to use the password reset function or login methods like LDAP or one click logins.
After successfully migrating your Kayako instance, continue with /getting-started/first-steps.