Question

I am getting an error when trying to import my helpdesk instance:

How do I resolve this issue?

A migration can fail due to issues such as incompatible features still being used or not providing a database encryption key.

Under the task output details you will have an option to download the logs for the failed import.

If you have clicked off the screen and not downloaded the logs you can generate a OPC report file that contains the task logs as well. This can be generated from the support menu (the rotated logs are not required).

Once completed click continue.

You can then download the generated report

Note

You can also generate the OPC report file from the command line with

opc generate-diagnostic-report
 copy

The command will output the filepath for the report which you can then download once the task is completed

Download these logs and raise a ticket with Deskpro support here, we can then review the logs and advise how to resolve the error you are getting.