The dputils method uses the dputils migration tool from Deskpro v5 to backup your old server into a package your On-Premise Controller can use to import your helpdesk.
Before you start
We recommend disabling your v5 helpdesk to prevent new tickets from being generated during the migration.
To do this, on your v5 helpdesk go to Admin > Setup > Settings.
Within the Your Helpdesk section, there is a checkbox marked Disable the helpdesk. If you check that, it will open a message prompt you can use to notify your users.
This method will create a backup file on your helpdesk server. We recommend confirming you have at least ⅓rd of your disk space available before using this method.
If you need to clear some space, you can delete older database backups from the
Exporting your data from a Linux server
This guide will assume Deskpro is installed in the default directory of /usr/share/nginx/html/deskpro/.
If you use a custom install directory, please replace this path in any of the commands below.
Deskpro v5 uses a tool called dputils for backups and migrations. To use this, you will need to run the following command on your server’s command line as the root user:
php /usr/share/nginx/html/deskpro/bin/console dputils backup -t public copyThis will give a public URL to download the backup file from. If you do not wish the backup to be made public, you can specify a custom export directory after the -t flag in the command:
php /usr/share/nginx/html/deskpro/bin/console dputils backup -t /path/to/export/directory copyExporting your data from a Windows server
This guide will assume Deskpro is installed in the default directory of C:\DeskPRO\DeskPRO.
If you use a custom install directory, please replace this path in any of the commands below.
Deskpro v5 for Windows also uses the dputils tool for backups and migrations. This tool must be run through either Command Prompt or Powershell running as Administrator:
php.exe C:\DeskPRO\DeskPRO\bin\console dputils backup -t public copyAgain, this will output to a public URL, but if you wish to use a custom export directory, you can set the path after the -t flag in the command.
php.exe C:\DeskPRO\DeskPRO\bin\console dputils backup -t C:\path\to\export\directory copyImporting your data into a new Horizon instance
You can find the OPC webGUI by going to https://
Login to the webGUI with your master password, or by generating a PIN with the following command on the OPC server command line:
sudo opc session copyClick New under Instances in the side menu, then select the Import Instance option.
If you want to perform a test import, click the Test option. Otherwise, if you are performing a live migration, select the Production option.
Test Instances cannot be converted to Live Instances, and must be deleted then re-imported under the Production option
To login to a test instance, you must append .test to your email address. If you use an external authentication method, you can login using a login token:
opc inst -i {instanceID} login-token {email_address}.test copySelect Version 5 as the import source, then confirm that all steps have been completed and click Continue.
Select Provide Export, then in the Import Instance window, select the URL Download option under Import File. Paste the link to the Secret URL generated from your v5 data dump into the field, then check the Database backup is encrypted box and paste your Encryption Passkey into the field below.
OPTIONAL If you wish to use an external MySQL database or an external ElasticSearch server, you can configure them here.
Click Import Instance to start the import process. Once complete, click Continue to view the instance page..
Final Steps
Once you have completed the migration, please follow the final steps to open your new helpdesk.
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