Mid-size enterprise (anonymized) · IT services

OTRS to OTOBO Migration

How a mid-size IT team migrated from legacy OTRS to OTOBO with minimal downtime and preserved automations.

Challenge

The customer ran OTRS 6 with custom processes, mail integrations, and queue structures built over years. End-of-life risk and licensing drove a move to OTOBO on-premise.

Approach

Softoft audited queues, dynamic fields, and Generic Agent jobs, mapped them to OTOBO equivalents, and staged migration on a parallel system. Cutover happened over a weekend with rollback plan.

Results

  • Go-live within the planned maintenance window
  • Ticket history and attachments preserved
  • Generic Agent rules recreated and validated
  • Team trained on OTOBO agent interface in two sessions
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