Importing V3 SupportSuite DB to V3 Esupport DB

[Ted Bevenour]

Hello everyone,

Our company recently did an "owned" version in house demo of SupportSuite.

After the demo period expired, we decided to go with eSupport only, as the live chat feature was something we saw as a good "down the road upgrade" but not feasible now do to limited staff.

Anyway, I contacted support as to the proper way to "downgrade" our SupportSuite demo.
I'm not trying to bash support here, but the info I received could be described as limited at best.

I searched the forums, and most people are doing the opposite of what I am trying.

Support finally told me to do a fresh install on the server and then use IMPEX to populate the new database with the data that we had setup during our demo period from the first DB.

I did this and have a great brand new site... with absolutely no data from our first database. (I chose the V2... option in IMPEX as I didn’t see anything better.) Now as I dig deeper in the forums, I see what looks like information that points at the fact that you CAN NOT use IMPEX to import V3 data to V3.

Question is...
Is there any way to import this data from the first DB to the new DB?
Can I just make a dump of the first and import it direct from MySQL to the new DB or will that totally hose things?

I have posed the same question to support with no response as yet, so I thought I would check here too.

Thanks to all for any advice you may have to offer.

//Ted

[Jamie Edwards]

Hi Ted,

I am sorry for the confusion from our support staff. If you could post your ticket ID so I can see who is confused about what, I can follow things up in due course.

You can downgrade from SupportSuite to eSupport by following these steps:

1. Replace the SupportSuite (existing) files with the eSupport files.
2. Visit /setup/
3. Click on Modify
4. Uninstall the Live Chat module

You should then be all set. Please do take a backup of your database - just for safety's sake

[Ted Bevenour]

****... that sounds much easier than what i have already done, i just hope that i can now do it the way you have described as i have already done a "New Installation".

I knew i should have posted here first!

Thank you very much...
I'll see what i can come up with and post back with my results later.

Support ticket:
CYM-894946

Thanks Jamie,
//Ted

[Ted Bevenour]

Well, for the benefit of anyone in the future searching the forums for a situation like this, i just got this info from a new person at tech support.

1) Replace the entries of the "config/config.php" with the old database credentials and then run the "setup/modify" script, then you have to uninstall the LiveSupport module.

2) If you have fresh installation of the eSupport, please create a sql file of the old database and you can import the database by using this command:
mysql -u dbuser -p dbname < db.sql

After that run the "setup/modify" script, then you have to uninstall the LiveSupport module.

Will do this and post back with the results.

//Ted

[supportskins]

You missed out on 1 more step. After running the modify option and uninstalling the LiveChat module, you again need to run the setup - choose setup option this time to rebuild the software settings.

[Ted Bevenour]

Actually, I changed the config.php file to point at the first db, went into "modify" to uninstall live support... and it wasn't even there.

I'm assuming this is the case because i did a fresh install before hand with out it... not really sure though.

As far as I can see right now, simply pointing to the original db has restored all previous users and settings.

I will post back after some testing to update the thread.

Thanks all,
//Ted