Merge remote-tracking branch 'upstream/develop' into develop

2016-11-30 11:25:31 +01:00 · 2016-11-30 11:25:31 +01:00 · 2bc25e322e
commit 2bc25e322e
parent 7cf7dee79b 3b3a193ef7
180 changed files with 9574 additions and 1972 deletions
--- a/.gitlab-ci.yml
+++ b/.gitlab-ci.yml
@ -40,6 +40,32 @@ pre:github:
  script:
    - script/build/sync_repo.sh git@github.com:zammad/zammad.git

+test:rspec:mysql:
+  stage: test
+  tags:
+    - core
+    - mysql
+  script:
+    - export RAILS_ENV=test
+    - rake db:create
+    - rake db:migrate
+    - rake db:seed
+    - rspec
+    - rake db:drop
+
+test:rspec:postgresql:
+  stage: test
+  tags:
+    - core
+    - postgresql
+  script:
+    - export RAILS_ENV=test
+    - rake db:create
+    - rake db:migrate
+    - rake db:seed
+    - rspec
+    - rake db:drop
+
 test:unit:mysql:
  stage: test
  tags:
--- a/.rspec
+++ b/.rspec
@ -0,0 +1,3 @@
+--format documentation
+--color
+--require spec_helper
--- a/2
+++ b/2
@ -85,8 +85,10 @@ gem 'diffy'
 # in production environments by default.
 group :development, :test do

+  gem 'rspec-rails'
  gem 'test-unit'
  gem 'spring'
+  gem 'spring-commands-rspec'
  gem 'sqlite3'

  # code coverage
--- a/Gemfile.lock
+++ b/Gemfile.lock
@ -77,6 +77,7 @@ GEM
    delayed_job_active_record (4.1.1)
      activerecord (>= 3.0, < 5.1)
      delayed_job (>= 3.0, < 5)
+    diff-lcs (1.2.5)
    diffy (3.1.0)
    dnsruby (1.59.3)
    docile (1.1.5)
@ -271,6 +272,23 @@ GEM
      ffi (>= 0.5.0)
    ref (2.0.0)
    retriable (2.1.0)
+    rspec-core (3.5.4)
+      rspec-support (~> 3.5.0)
+    rspec-expectations (3.5.0)
+      diff-lcs (>= 1.2.0, < 2.0)
+      rspec-support (~> 3.5.0)
+    rspec-mocks (3.5.0)
+      diff-lcs (>= 1.2.0, < 2.0)
+      rspec-support (~> 3.5.0)
+    rspec-rails (3.5.2)
+      actionpack (>= 3.0)
+      activesupport (>= 3.0)
+      railties (>= 3.0)
+      rspec-core (~> 3.5.0)
+      rspec-expectations (~> 3.5.0)
+      rspec-mocks (~> 3.5.0)
+      rspec-support (~> 3.5.0)
+    rspec-support (3.5.0)
    rubocop (0.42.0)
      parser (>= 2.3.1.1, < 3.0)
      powerpack (~> 0.1)
@ -308,6 +326,8 @@ GEM
    slack-notifier (1.5.1)
    slop (3.6.0)
    spring (1.7.2)
+    spring-commands-rspec (1.0.4)
+      spring (>= 0.9.1)
    sprockets (3.7.0)
      concurrent-ruby (~> 1.0)
      rack (> 1, < 3)
@ -403,6 +423,7 @@ DEPENDENCIES
  rails (= 4.2.7.1)
  rails-observers
  rb-fsevent
+  rspec-rails
  rubocop
  sass-rails
  selenium-webdriver
@ -411,6 +432,7 @@ DEPENDENCIES
  simplecov-rcov
  slack-notifier
  spring
+  spring-commands-rspec
  sprockets
  sqlite3
  test-unit
--- a/app/assets/javascripts/app/controllers/_ui_element/ticket_selector.coffee
+++ b/app/assets/javascripts/app/controllers/_ui_element/ticket_selector.coffee
@ -192,6 +192,7 @@ class App.UiElement.ticket_selector
  @ticketTable: (ticket_ids, ticket_count, item) ->
    item.find('.js-previewCounter').html(ticket_count)
    new App.TicketList(
+      tableId:    'ticket-selector'
      el:         item.find('.js-previewTable')
      ticket_ids: ticket_ids
    )
--- a/app/assets/javascripts/app/controllers/agent_ticket_merge.coffee
+++ b/app/assets/javascripts/app/controllers/agent_ticket_merge.coffee
@ -26,12 +26,14 @@ class App.TicketMerge extends App.ControllerModal
    content = $( App.view('agent_ticket_merge')() )

    new App.TicketList(
+      tableId:    'ticket-merge-customer-tickets'
      el:         content.find('#ticket-merge-customer-tickets')
      ticket_ids: @ticket_ids_by_customer
      radio:      true
    )

    new App.TicketList(
+      tableId:    'ticket-merge-recent-tickets'
      el:         content.find('#ticket-merge-recent-tickets')
      ticket_ids: @ticket_ids_recent_viewed
      radio:      true
--- a/app/assets/javascripts/app/controllers/monitoring.coffee
+++ b/app/assets/javascripts/app/controllers/monitoring.coffee
@ -0,0 +1,47 @@
+class Index extends App.ControllerSubContent
+  requiredPermission: 'admin.monitoring'
+  header: 'Monitoring'
+  events:
+    'click .js-resetToken': 'resetToken'
+    'click .js-select': 'selectAll'
+
+  constructor: ->
+    super
+    @load()
+    @interval(
+      =>
+        @load()
+      35000
+    )
+
+  # fetch data, render view
+  load: ->
+    @startLoading()
+    @ajax(
+      id:    'health_check'
+      type:  'GET'
+      url:   "#{@apiPath}/monitoring/health_check"
+      success: (data) =>
+        @stopLoading()
+        console.log('111', data, @data)
+        return if @data && data.token is @data.token && data.healthy is @data.healthy && data.message is @data.message
+        console.log('222')
+        @data = data
+        @render()
+    )
+
+  render: =>
+    @html App.view('monitoring')(data: @data)
+
+  resetToken: (e) =>
+    e.preventDefault()
+    @formDisable(e)
+    @ajax(
+      id:    'health_check_token'
+      type:  'POST'
+      url:   "#{@apiPath}/monitoring/token"
+      success: (data) =>
+        @load()
+    )
+
+App.Config.set('Monitoring', { prio: 3600, name: 'Monitoring', parent: '#system', target: '#system/monitoring', controller: Index, permission: ['admin.monitoring'] }, 'NavBarAdmin')
--- a/app/assets/javascripts/app/controllers/package.coffee
+++ b/app/assets/javascripts/app/controllers/package.coffee
@ -54,4 +54,4 @@ class Index extends App.ControllerSubContent
          @load()
        )

-App.Config.set('Packages', { prio: 3600, name: 'Packages', parent: '#system', target: '#system/package', controller: Index, permission: ['admin.package'] }, 'NavBarAdmin')
+App.Config.set('Packages', { prio: 3700, name: 'Packages', parent: '#system', target: '#system/package', controller: Index, permission: ['admin.package'] }, 'NavBarAdmin')
--- a/app/assets/javascripts/app/controllers/ticket_zoom/article_actions.coffee
+++ b/app/assets/javascripts/app/controllers/ticket_zoom/article_actions.coffee
@ -97,15 +97,15 @@ class App.TicketZoomArticleActions extends App.Controller
      recipientUsed = {}
      for recipient in recipients
        if !_.isEmpty(recipient.address)
-          localRecipientAddeess = recipient.address.toString().toLowerCase()
-          if !recipientUsed[localRecipientAddeess]
-            recipientUsed[localRecipientAddeess] = true
-            localAddess = false
+          localRecipientAddress = recipient.address.toString().toLowerCase()
+          if !recipientUsed[localRecipientAddress]
+            recipientUsed[localRecipientAddress] = true
+            localAddress = false
            for address in localAddresses
-              if localRecipientAddeess is address.email.toString().toLowerCase()
-                recipientUsed[localRecipientAddeess] = true
-                localAddess = true
-            if !localAddess
+              if localRecipientAddress is address.email.toString().toLowerCase()
+                recipientUsed[localRecipientAddress] = true
+                localAddress = true
+            if !localAddress
              forgeinRecipients.push recipient

      # check if reply all is neede
@ -327,12 +327,12 @@ class App.TicketZoomArticleActions extends App.Controller
            for recipient in recipients
              if !_.isEmpty(recipient.address)

-                # check if addess is not local
-                localAddess = false
+                # check if address is not local
+                localAddress = false
                for address in localAddresses
                  if !_.isEmpty(recipient.address) && recipient.address.toString().toLowerCase() == address.email.toString().toLowerCase()
-                    localAddess = true
-                if !localAddess
+                    localAddress = true
+                if !localAddress

                  # filter for uniq recipients
                  if !recipientAddresses[ recipient.address.toString().toLowerCase() ]
--- a/app/assets/javascripts/app/controllers/ticket_zoom/article_view.coffee
+++ b/app/assets/javascripts/app/controllers/ticket_zoom/article_view.coffee
@ -239,11 +239,12 @@ class ArticleViewItem extends App.ObserverController
  toggleMetaWithDelay: (e) =>
    # allow double click select
    # by adding a delay to the toggle
+    delay = 120

-    if @lastClick and +new Date - @lastClick < 80
+    if @lastClick and +new Date - @lastClick < delay
      clearTimeout(@toggleMetaTimeout)
    else
-      @toggleMetaTimeout = setTimeout(@toggleMeta, 80, e)
+      @toggleMetaTimeout = setTimeout(@toggleMeta, delay, e)
      @lastClick = +new Date

  toggleMeta: (e) =>
--- a/app/assets/javascripts/app/lib/app_post/global_search.coffee
+++ b/app/assets/javascripts/app/lib/app_post/global_search.coffee
@ -9,7 +9,8 @@ class App.GlobalSearch
 class _globalSearchSingleton extends Spine.Module

  constructor: ->
-    @searchResultCache = {}
+    @searchResultCache = undefined
+    @searchResultCacheByKey = {}
    @apiPath = App.Config.get('api_path')

  execute: (params) ->
@ -20,8 +21,8 @@ class _globalSearchSingleton extends Spine.Module

    # use cache for search result
    currentTime = new Date
-    if @searchResultCache[cacheKey] && @searchResultCache[cacheKey].time > currentTime.setSeconds(currentTime.getSeconds() - 20)
-      render(@searchResultCache[cacheKey].result)
+    if @searchResultCacheByKey[cacheKey] && @searchResultCacheByKey[cacheKey].time > currentTime.setSeconds(currentTime.getSeconds() - 20)
+      @renderTry(render, @searchResultCacheByKey[cacheKey].result, cacheKey)
      return

    App.Ajax.request(
@ -31,7 +32,7 @@ class _globalSearchSingleton extends Spine.Module
      data:
        query: query
        limit: limit
-      processData: true,
+      processData: true
      success: (data, status, xhr) =>
        App.Collection.loadAssets(data.assets)
        result = {}
@ -48,19 +49,21 @@ class _globalSearchSingleton extends Spine.Module
          else
            App.Log.error('_globalSearchSingleton', "No such model App.#{item.type}")

-        diff = false
-        if @searchResultCache[cacheKey]
-          diff = difference(@searchResultCache[cacheKey].resultRaw, data.result)
-
-        # cache search result
-        @searchResultCache[cacheKey] =
-          result: result
-          resultRaw: data.result
-          limit: limit
-          time: new Date
-
-        # if result hasn't changed, do not rerender
-        return if diff isnt false && _.isEmpty(diff)
-
-        render(result)
+        @renderTry(render, result, cacheKey)
    )
+
+  renderTry: (render, result, cacheKey) =>
+
+    # if result hasn't changed, do not rerender
+    diff = false
+    if @searchResultCache
+      diff = difference(@searchResultCache, result)
+    return if diff isnt false && _.isEmpty(diff)
+
+    # cache search result
+    @searchResultCache = result
+    @searchResultCacheByKey[cacheKey] =
+      result: result
+      time: new Date
+
+    render(result)
--- a/app/assets/javascripts/app/lib/app_post/i18n.coffee
+++ b/app/assets/javascripts/app/lib/app_post/i18n.coffee
@ -288,9 +288,11 @@ class _i18nSingleton extends Spine.Module
    @_notTranslated[locale][key] = true

  date: (time, offset) =>
+    return time if !time
    @convert(time, offset, @mapTime['date'] || @dateFormat)

  timestamp: (time, offset) =>
+    return time if !time
    @convert(time, offset, @mapTime['timestamp'] || @timestampFormat)

  convert: (time, offset, format) ->
--- a/app/assets/javascripts/app/views/api.jst.eco
+++ b/app/assets/javascripts/app/views/api.jst.eco
@ -12,7 +12,7 @@
    <h2><%- @T('Token Access') %> (HTTP Token Authentication)</h2>
  </div>

-<p><%- @T('Enable REST API using tokens (not username/email addeess and password). Each user need to create own access tokens in user profile.') %></p>
+<p><%- @T('Enable REST API using tokens (not username/email address and password). Each user need to create own access tokens in user profile.') %></p>

 <p><%- @T('Example') %>:</p>

@ -74,4 +74,4 @@ OAuth URLs are:
  </table>
 </div>

-</div>
+</div>
--- a/app/assets/javascripts/app/views/import/otrs.jst.eco
+++ b/app/assets/javascripts/app/views/import/otrs.jst.eco
@ -7,7 +7,9 @@
        <p>
          <%- @T('Download and install the OTRS Migration Plugin on your OTRS System') %>:
        </p>
-        <a class="btn btn--primary btn--download js-download" download href="https://portal.znuny.com/api/addon_repos/public/268/latest"><%- @Icon('download') %> <%- @T('Migration Plugin') %></a>
+        <a class="btn btn--primary btn--download js-download" target=_blank href="https://portal.znuny.com/api/addon_repos/public/617/latest"><%- @Icon('download') %> <%- @T('Migration Plugin for OTRS 5') %></a>
+        <a class="btn btn--primary btn--download js-download" target=_blank href="https://portal.znuny.com/api/addon_repos/public/383/latest"><%- @Icon('download') %> <%- @T('Migration Plugin for OTRS 4') %></a>
+        <a class="btn btn--primary btn--download js-download" target=_blank href="https://portal.znuny.com/api/addon_repos/public/287/latest"><%- @Icon('download') %> <%- @T('Migration Plugin for OTRS 3.3 - 3.1') %></a>
      </div>
      <div class="wizard-controls horizontal center">
        <a class="btn btn--text btn--secondary" href="#import"><%- @T('Go Back') %></a>
--- a/app/assets/javascripts/app/views/monitoring.jst.eco
+++ b/app/assets/javascripts/app/views/monitoring.jst.eco
@ -0,0 +1,39 @@
+<div class="page-header">
+  <div class="page-header-title">
+    <h1><%- @T('Monitoring') %><small></small></h1>
+  </div>
+</div>
+<div class="page-content">
+
+  <div class="settings-entry">
+    <div class="page-header-title">
+      <h2><%- @T('Current Token') %></h2>
+    </div>
+    <p><input class="js-select js-token" type="text" value="<%= @data.token %>" readonly></p>
+    <button class="btn btn--primary js-resetToken"><%- @T('Reset') %></button>
+  </div>
+
+  <div class="settings-entry">
+    <div class="page-header-title">
+      <h2><%- @T('Health Check') %></h2>
+    </div>
+    <p><%- @T('Health information can be retrieved as JSON using') %>:</p>
+    <input class="js-select js-url" type="text" value="<%- @C('http_type') %>://<%- @C('fqdn') %>/<%- @C('api_path') %>/monitoring/health_check?token=<%= @data.token %>" readonly></p>
+  </div>
+
+  <div class="settings-entry">
+    <div class="page-header-title">
+      <h2><% if _.isEmpty(@data.issues): %><%- @Icon('status', 'ok inline') %><% else: %><%- @Icon('status', 'error inline') %><% end %> <%- @T('Current Status') %></h2>
+    </div>
+    <ul>
+      <% if _.isEmpty(@data.issues): %>
+        <li><%- @T('no issues') %>
+      <% else: %>
+        <% for issue in @data.issues: %>
+          <li><%= issue %>
+        <% end %>
+      <% end %>
+    </ul>
+  </div>
+
+</div>
--- a/app/assets/javascripts/app/views/translation/index.jst.eco
+++ b/app/assets/javascripts/app/views/translation/index.jst.eco
@ -13,8 +13,8 @@
  <div class="box box--message">
    <h2><%- @T('Inline translation') %></h2>
    <p><%- @T('To do easier translations you can enable and disable inline translation feature by pressing "%s".', 'ctrl+alt+t') %></p>
-    <p><%- @T('Text with disabled inline translations looks like') %> <button class="btn btn-primary"><%- @Ti('Some Text') %></button></p>
-    <p><%- @T('Text with enabled inline translations looks like') %> <button class="btn btn-primary"><span class="translation" contenteditable="true"><%- @Ti('Some Text') %></button></span></p>
+    <p><%- @T('Text with disabled inline translations looks like') %> <button class="btn btn-primary"><%- @Ti('Some Text') %></button></p>
+    <p><%- @T('Text with enabled inline translations looks like') %> <button class="btn btn-primary"><span class="translation" contenteditable="true"><%- @Ti('Some Text') %></button></span></p>
    <p><%- @T('Just click into the marker and update the words just in place. Enjoy!') %></p>
    <p><%- @T('If you want to translate it via the translation table, just go ahead below.') %></p>
  </div>
--- a/app/assets/stylesheets/zammad.scss
+++ b/app/assets/stylesheets/zammad.scss
@ -608,7 +608,7 @@ pre code.hljs {
  margin-left: 15px;
 }

-.vertical > .btn + .btn {
+.vertical > .btn:not(.hidden) + .btn {
  margin-left: 0;
  margin-top: 10px;
 }
@ -4406,6 +4406,7 @@ footer {
  .article-content {
    color: hsl(60,1%,34%);
    position: relative;
+    z-index: 1;
    padding: 0 55px;
  }

@ -4751,6 +4752,10 @@ footer {
    border-radius: 0 4px 4px 0;
  }

+  .pop-selectable:only-child {
+    border-radius: 4px;
+  }
+
  .pop-selectable-icon {
    fill: hsl(231,3%,40%);
  }
@ -5384,6 +5389,10 @@ footer {
    margin-top: 12px;
  }

+  .box ul {
+    padding-left: 10px;
+  }
+
  .box .two-columns {
    margin-left: -4px;
    margin-right: -4px;
@ -5433,6 +5442,15 @@ footer {
    }
  }

+.horizontal > .box {
+  margin-top: 4px;
+  margin-bottom: 4px;
+
+  & + .box {
+    border-left-width: 0;
+  }
+}
+
 .formset-inset {
  margin: 34px -24px 24px;
  padding: 19px 24px 24px;
@ -8434,6 +8452,10 @@ body.fit {
  align-self: end;
 }

+.span-width {
+  flex-basis: 100%;
+}
+
 .two-columns,
 .three-columns,
 .wrap {
@ -8468,3 +8490,17 @@ body.fit {
  margin-left: auto;
  margin-right: auto;
 }
+
+.spacer {
+  width: 10px; 
+  height: 10px; 
+}
+
+.double-spacer {
+  width: 20px;
+  height: 20px;
+}
+
+.flex-spacer {
+  flex: 1;
+}
--- a/app/controllers/integration/sipgate_controller.rb
+++ b/app/controllers/integration/sipgate_controller.rb
@ -4,14 +4,11 @@ require 'builder'

 class Integration::SipgateController < ApplicationController

+  before_action :check_configured
+
  # notify about inbound call / block inbound call
  def in
-    http_log_config facility: 'sipgate.io'
-    return if !configured?
-
    if params['event'] == 'newCall'
-
-      config = Setting.get('sipgate_config')
      config_inbound = config[:inbound] || {}
      block_caller_ids = config_inbound[:block_caller_ids] || []

@ -31,12 +28,12 @@ class Integration::SipgateController < ApplicationController
        if params['user']
          params['comment'] = "#{params['user']} -> reject, busy"
        end
-        update_log(params)
+        Cti::Log.process(params)
        return true
      }
    end

-    update_log(params)
+    Cti::Log.process(params)

    xml = Builder::XmlMarkup.new(indent: 2)
    xml.instruct!
@ -46,10 +43,6 @@ class Integration::SipgateController < ApplicationController

  # set caller id of outbound call
  def out
-    http_log_config facility: 'sipgate.io'
-    return if !configured?
-
-    config = Setting.get('sipgate_config')
    config_outbound = config[:outbound][:routing_table]
    default_caller_id = config[:outbound][:default_caller_id]

@ -84,125 +77,26 @@ class Integration::SipgateController < ApplicationController
    if from
      params['from'] = from
    end
-    update_log(params)
+    Cti::Log.process(params)
  end

  private

-  def configured?
+  def check_configured
+    http_log_config facility: 'sipgate.io'
+
    if !Setting.get('sipgate_integration')
      xml_error('Feature is disable, please contact your admin to enable it!')
-      return false
+      return
    end
-    config = Setting.get('sipgate_config')
    if !config || !config[:inbound] || !config[:outbound]
      xml_error('Feature not configured, please contact your admin!')
-      return false
+      return
    end
-    true
  end

-  def update_log(params)
-
-    user = params['user']
-    if params['user'] && params['user'].class == Array
-      user = params['user'].join(', ')
-    end
-    from_comment = nil
-    to_comment = nil
-    preferences = nil
-    if params['direction'] == 'in'
-      to_comment = user
-      from_comment, preferences = update_log_item('from')
-    else
-      from_comment = user
-      to_comment, preferences = update_log_item('to')
-    end
-
-    comment = nil
-    if params['cause']
-      comment = params['cause']
-    end
-
-    if params['event'] == 'newCall'
-      Cti::Log.create(
-        direction: params['direction'],
-        from: params['from'],
-        from_comment: from_comment,
-        to: params['to'],
-        to_comment: to_comment,
-        call_id: params['callId'],
-        comment: comment,
-        state: params['event'],
-        preferences: preferences,
-      )
-    elsif params['event'] == 'answer'
-      log = Cti::Log.find_by(call_id: params['callId'])
-      raise "No such call_id #{params['callId']}" if !log
-      log.state = 'answer'
-      log.start = Time.zone.now
-      if user
-        log.to_comment = user
-      end
-      log.comment = comment
-      log.save
-    elsif params['event'] == 'hangup'
-      log = Cti::Log.find_by(call_id: params['callId'])
-      raise "No such call_id #{params['callId']}" if !log
-      if params['direction'] == 'in' && log.state == 'newCall'
-        log.done = false
-      end
-      if params['direction'] == 'in' && log.to_comment == 'voicemail'
-        log.done = false
-      end
-      log.state = 'hangup'
-      log.end = Time.zone.now
-      log.comment = comment
-      log.save
-    else
-      raise "Unknown event #{params['event']}"
-    end
-
-  end
-
-  def update_log_item(direction)
-    from_comment_known = ''
-    from_comment_maybe = ''
-    preferences_known = {}
-    preferences_known[direction] = []
-    preferences_maybe = {}
-    preferences_maybe[direction] = []
-    caller_ids = Cti::CallerId.lookup(params[direction])
-    caller_ids.each { |record|
-      if record.level == 'known'
-        preferences_known[direction].push record
-      else
-        preferences_maybe[direction].push record
-      end
-      comment = ''
-      if record.user_id
-        user = User.lookup(id: record.user_id)
-        if user
-          comment += user.fullname
-        end
-      elsif !record.comment.empty?
-        comment += record.comment
-      end
-      if record.level == 'known'
-        if !from_comment_known.empty?
-          from_comment_known += ','
-        end
-        from_comment_known += comment
-      else
-        if !from_comment_maybe.empty?
-          from_comment_maybe += ','
-        end
-        from_comment_maybe += comment
-      end
-    }
-    return [from_comment_known, preferences_known] if !from_comment_known.empty?
-    return ["maybe #{from_comment_maybe}", preferences_maybe] if !from_comment_maybe.empty?
-    nil
+  def config
+    @config ||= Setting.get('sipgate_config')
  end

  def xml_error(error)
--- a/app/controllers/monitoring_controller.rb
+++ b/app/controllers/monitoring_controller.rb
@ -0,0 +1,182 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+class MonitoringController < ApplicationController
+  before_action -> { authentication_check(permission: 'admin.monitoring') }, except: [:health_check, :status]
+
+=begin
+
+Resource:
+GET /api/v1/monitoring/health_check?token=XXX
+
+Response:
+{
+  "healthy": true,
+  "message": "success",
+}
+
+{
+  "healthy": false,
+  "message": "authentication of XXX failed; issue #2",
+  "issues": ["authentication of XXX failed", "issue #2"],
+}
+
+Test:
+curl http://localhost/api/v1/monitoring/health_check?token=XXX
+
+=end
+
+  def health_check
+    token_or_permission_check
+
+    issues = []
+
+    # channel check
+    Channel.where(active: true).each { |channel|
+      next if (channel.status_in.empty? || channel.status_in == 'ok') && (channel.status_out.empty? || channel.status_out == 'ok')
+      if channel.status_in == 'error'
+        message = "Channel: #{channel.area} in "
+        %w(host user uid).each { |key|
+          next if !channel.options[key] || channel.options[key].empty?
+          message += "key:#{channel.options[key]};"
+        }
+        issues.push "#{message} #{channel.last_log_in}"
+      end
+      next if channel.status_out != 'error'
+      message = "Channel: #{channel.area} out "
+      %w(host user uid).each { |key|
+        next if !channel.options[key] || channel.options[key].empty?
+        message += "key:#{channel.options[key]};"
+      }
+      issues.push "#{message} #{channel.last_log_out}"
+    }
+
+    # unprocessable mail check
+    directory = "#{Rails.root}/tmp/unprocessable_mail"
+    if File.exist?(directory)
+      count = 0
+      Dir.glob("#{directory}/*.eml") { |_entry|
+        count += 1
+      }
+      if count.nonzero?
+        issues.push "unprocessable mails: #{count}"
+      end
+    end
+
+    # scheduler check
+    Scheduler.where(active: true).where.not(last_run: nil).each { |scheduler|
+      next if scheduler.period <= 300
+      next if scheduler.last_run + scheduler.period.seconds > Time.zone.now - 5.minutes
+      issues.push 'scheduler not running'
+      break
+    }
+    if Scheduler.where(active: true, last_run: nil).count == Scheduler.where(active: true).count
+      issues.push 'scheduler not running'
+    end
+
+    token = Setting.get('monitoring_token')
+
+    if issues.empty?
+      result = {
+        healthy: true,
+        message: 'success',
+        token: token,
+      }
+      render json: result
+      return
+    end
+
+    result = {
+      healthy: false,
+      message: issues.join(';'),
+      issues: issues,
+      token: token,
+    }
+    render json: result
+  end
+
+=begin
+
+Resource:
+GET /api/v1/monitoring/status?token=XXX
+
+Response:
+{
+  "agents": 8123,
+  "last_login": "2016-11-21T14:14:14Z",
+  "counts": {
+    "users": 12313,
+    "tickets": 23123,
+    "ticket_articles": 131451,
+  },
+  "last_created_at": {
+    "users": "2016-11-21T14:14:14Z",
+    "tickets": "2016-11-21T14:14:14Z",
+    "ticket_articles": "2016-11-21T14:14:14Z",
+  },
+}
+
+Test:
+curl http://localhost/api/v1/monitoring/status?token=XXX
+
+=end
+
+  def status
+    token_or_permission_check
+
+    last_login = nil
+    last_login_user = User.where('last_login IS NOT NULL').order(last_login: :desc).limit(1).first
+    if last_login_user
+      last_login = last_login_user.last_login
+    end
+
+    status = {
+      counts: {},
+      last_created_at: {},
+      last_login: last_login,
+      agents: User.with_permissions('ticket.agent').count,
+    }
+
+    map = {
+      users: User,
+      groups: Group,
+      overviews: Overview,
+      tickets: Ticket,
+      ticket_articles: Ticket::Article,
+    }
+    map.each { |key, class_name|
+      status[:counts][key] = class_name.count
+      last = class_name.last
+      status[:last_created_at][key] = if last
+                                        last.created_at
+                                      end
+    }
+
+    render json: status
+  end
+
+  def token
+    access_check
+    token = SecureRandom.urlsafe_base64(40)
+    Setting.set('monitoring_token', token)
+
+    result = {
+      token: token,
+    }
+    render json: result, status: :created
+  end
+
+  private
+
+  def token_or_permission_check
+    user = authentication_check_only(permission: 'admin.monitoring')
+    return if user
+    return if Setting.get('monitoring_token') == params[:token]
+    raise Exceptions::NotAuthorized
+  end
+
+  def access_check
+    return if Permission.find_by(name: 'admin.monitoring', active: true)
+    raise Exceptions::NotAuthorized
+  end
+
+end
--- a/app/models/channel/driver/imap.rb
+++ b/app/models/channel/driver/imap.rb
@ -73,7 +73,7 @@ example
    Rails.logger.info "fetching imap (#{options[:host]}/#{options[:user]} port=#{port},ssl=#{ssl})"

    # on check, reduce open_timeout to have faster probing
-    timeout = 12
+    timeout = 24
    if check_type == 'check'
      timeout = 6
    end
--- a/app/models/channel/driver/pop3.rb
+++ b/app/models/channel/driver/pop3.rb
@ -61,8 +61,8 @@ returns
    #@pop.set_debug_output $stderr

    # on check, reduce open_timeout to have faster probing
-    @pop.open_timeout = 8
-    @pop.read_timeout = 12
+    @pop.open_timeout = 12
+    @pop.read_timeout = 24
    if check_type == 'check'
      @pop.open_timeout = 4
      @pop.read_timeout = 6
--- a/app/models/channel/email_build.rb
+++ b/app/models/channel/email_build.rb
@ -32,8 +32,8 @@ module Channel::EmailBuild
      attr['X-Auto-Response-Suppress'] = 'All'
    end

-    #attr['X-Powered-BY'] = 'Zammad - Support/Helpdesk (http://www.zammad.org/)'
-    attr['X-Mailer'] = 'Zammad Mail Service (1.x)'
+    attr['X-Powered-By'] = 'Zammad - Helpdesk/Support (https://zammad.org/)'
+    attr['X-Mailer'] = 'Zammad Mail Service'

    # set headers
    attr.each do |key, value|
@ -126,6 +126,21 @@ module Channel::EmailBuild
    mail
  end

+=begin
+
+  quoted_in_one_line = Channel::EmailBuild.recipient_line('Somebody @ "Company"', 'some.body@example.com')
+
+returnes
+
+  '"Somebody @ \"Company\"" <some.body@example.com>'
+
+=end
+
+  def self.recipient_line(realname, email)
+    return "#{realname} <#{email}>" if realname =~ /^[A-z]+$/i
+    "\"#{realname.gsub('"', '\"')}\" <#{email}>"
+  end
+
 =begin

 Check if string is a complete html document. If not, add head and css styles.
--- a/app/models/channel/filter/auto_response_check.rb
+++ b/app/models/channel/filter/auto_response_check.rb
@ -14,11 +14,20 @@ module Channel::Filter::AutoResponseCheck
    mail[ 'x-zammad-article-preferences'.to_sym ]['send-auto-response'] = false
    mail[ 'x-zammad-article-preferences'.to_sym ]['is-auto-response'] = true

+    # do not send an auto respondse if one of the following headers exists
+    return if mail[ 'list-unsubscribe'.to_sym ] && mail[ 'list-unsubscribe'.to_sym ] =~ /.../
    return if mail[ 'x-loop'.to_sym ] && mail[ 'x-loop'.to_sym ] =~ /(yes|true)/i
    return if mail[ 'precedence'.to_sym ] && mail[ 'precedence'.to_sym ] =~ /(bulk|list|junk)/i
    return if mail[ 'auto-submitted'.to_sym ] && mail[ 'auto-submitted'.to_sym ] =~ /auto-(generated|replied)/i
    return if mail[ 'x-auto-response-suppress'.to_sym ] && mail[ 'x-auto-response-suppress'.to_sym ] =~ /all/i

+    # do not send an auto respondse if sender is system it self
+    message_id = mail[ 'message_id'.to_sym ]
+    if message_id
+      fqdn = Setting.get('fqdn')
+      return if message_id =~ /@#{Regexp.quote(fqdn)}/i
+    end
+
    mail[ 'x-zammad-send-auto-response'.to_sym ] = true
    mail[ 'x-zammad-is-auto-response'.to_sym ] = false

--- a/app/models/channel/filter/sender_is_system_address.rb
+++ b/app/models/channel/filter/sender_is_system_address.rb
@ -8,7 +8,7 @@ module Channel::Filter::SenderIsSystemAddress
    return if mail[ 'x-zammad-ticket-create-article-sender'.to_sym ]
    return if mail[ 'x-zammad-article-sender'.to_sym ]

-    # check if sender addesss is system
+    # check if sender address is system
    form = 'raw-from'.to_sym
    return if !mail[form]
    return if !mail[:to]
--- a/app/models/cti/caller_id.rb
+++ b/app/models/cti/caller_id.rb
@ -233,5 +233,45 @@ returns
      caller_ids
    end

+    def self.get_comment_preferences(caller_id, direction)
+      from_comment_known = ''
+      from_comment_maybe = ''
+      preferences_known = {}
+      preferences_known[direction] = []
+      preferences_maybe = {}
+      preferences_maybe[direction] = []
+
+      lookup(caller_id).each { |record|
+        if record.level == 'known'
+          preferences_known[direction].push record
+        else
+          preferences_maybe[direction].push record
+        end
+        comment = ''
+        if record.user_id
+          user = User.lookup(id: record.user_id)
+          if user
+            comment += user.fullname
+          end
+        elsif !record.comment.empty?
+          comment += record.comment
+        end
+        if record.level == 'known'
+          if !from_comment_known.empty?
+            from_comment_known += ','
+          end
+          from_comment_known += comment
+        else
+          if !from_comment_maybe.empty?
+            from_comment_maybe += ','
+          end
+          from_comment_maybe += comment
+        end
+      }
+      return [from_comment_known, preferences_known] if !from_comment_known.empty?
+      return ["maybe #{from_comment_maybe}", preferences_maybe] if !from_comment_maybe.empty?
+      nil
+    end
+
  end
 end
--- a/app/models/cti/log.rb
+++ b/app/models/cti/log.rb
@ -254,6 +254,67 @@ returns
      }
    end

+    # processes a incoming event
+    def self.process(params)
+      comment = params['cause']
+      event   = params['event']
+      user    = params['user']
+      if user.class == Array
+        user = user.join(', ')
+      end
+
+      from_comment = nil
+      to_comment = nil
+      preferences = nil
+      if params['direction'] == 'in'
+        to_comment = user
+        from_comment, preferences = CallerId.get_comment_preferences(params['from'], 'from')
+      else
+        from_comment = user
+        to_comment, preferences = CallerId.get_comment_preferences(params['to'], 'to')
+      end
+
+      case event
+      when 'newCall'
+        create(
+          direction: params['direction'],
+          from: params['from'],
+          from_comment: from_comment,
+          to: params['to'],
+          to_comment: to_comment,
+          call_id: params['callId'],
+          comment: comment,
+          state: event,
+          preferences: preferences,
+        )
+      when 'answer'
+        log = find_by(call_id: params['callId'])
+        raise "No such call_id #{params['callId']}" if !log
+        log.state = 'answer'
+        log.start = Time.zone.now
+        if user
+          log.to_comment = user
+        end
+        log.comment = comment
+        log.save
+      when 'hangup'
+        log = find_by(call_id: params['callId'])
+        raise "No such call_id #{params['callId']}" if !log
+        if params['direction'] == 'in' && log.state == 'newCall'
+          log.done = false
+        end
+        if params['direction'] == 'in' && log.to_comment == 'voicemail'
+          log.done = false
+        end
+        log.state = 'hangup'
+        log.end = Time.zone.now
+        log.comment = comment
+        log.save
+      else
+        raise ArgumentError, "Unknown event #{event}"
+      end
+    end
+
    def push_event
      users = User.with_permissions('cti.agent')
      users.each { |user|
--- a/app/models/observer/ticket/article/fillup_from_email.rb
+++ b/app/models/observer/ticket/article/fillup_from_email.rb
@ -46,13 +46,13 @@ class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
    if !email_address
      raise "No email address found for group '#{ticket.group.name}'"
    end
-    system_sender = "#{email_address.realname} <#{email_address.email}>"
    if record.created_by_id != 1 && Setting.get('ticket_define_email_from') == 'AgentNameSystemAddressName'
-      seperator = Setting.get('ticket_define_email_from_seperator')
-      sender    = User.find(record.created_by_id)
-      record.from = "#{sender.firstname} #{sender.lastname} #{seperator} #{system_sender}"
+      seperator   = Setting.get('ticket_define_email_from_seperator')
+      sender      = User.find(record.created_by_id)
+      realname    = "#{sender.firstname} #{sender.lastname} #{seperator} #{email_address.realname}"
+      record.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
    else
-      record.from = system_sender
+      record.from = Channel::EmailBuild.recipient_line(email_address.realname, email_address.email)
    end
  end
 end
--- a/app/models/setting.rb
+++ b/app/models/setting.rb
@ -51,11 +51,7 @@ get config setting
 =end

  def self.get(name)
-    if load
-      logger.debug "Setting.get(#{name.inspect}) # no cache"
-    else
-      logger.debug "Setting.get(#{name.inspect}) # from cache"
-    end
+    load
    @@current[:settings_config][name]
  end

--- a/app/views/mailer/password_change/en.html.erb
+++ b/app/views/mailer/password_change/en.html.erb
@ -1,9 +1,9 @@
-Your #{product_name} password has been changed
+Your #{config.product_name} password has been changed

 <p>Hi #{user.firstname},</p>
 <br>
-<p>The password for your #{product_name} account <b>#{user.login}</b> has been changed recently.</p>
+<p>The password for your #{config.product_name} account <b>#{user.login}</b> has been changed recently.</p>
 <br>
 <p>This activity is not known to you? If not, contact your system administrator.</p>
 <br>
-<p>Your #{product_name} Team</p>
+<p>Your #{config.product_name} Team</p>
--- a/bin/rspec
+++ b/bin/rspec
@ -0,0 +1,3 @@
+#!/usr/bin/env ruby
+require 'bundler/setup'
+load Gem.bin_path('rspec-core', 'rspec')
--- a/bin/spring
+++ b/bin/spring
@ -0,0 +1,15 @@
+#!/usr/bin/env ruby
+
+# This file loads spring without using Bundler, in order to be fast.
+# It gets overwritten when you run the `spring binstub` command.
+
+unless defined?(Spring)
+  require 'rubygems'
+  require 'bundler'
+
+  if (match = Bundler.default_lockfile.read.match(/^GEM$.*?^    (?:  )*spring \((.*?)\)$.*?^$/m))
+    Gem.paths = { 'GEM_PATH' => [Bundler.bundle_path.to_s, *Gem.path].uniq.join(Gem.path_separator) }
+    gem 'spring', match[1]
+    require 'spring/binstub'
+  end
+end
--- a/config/environments/development.rb
+++ b/config/environments/development.rb
@ -35,6 +35,7 @@ Rails.application.configure do
  config.middleware.insert_after(
    ActionDispatch::Static,
    Rack::LiveReload,
+    no_swf: true,
    min_delay: 500,    # default 1000
    max_delay: 10_000, # default 60_000
    live_reload_port: 35_738
--- a/config/routes/monitoring.rb
+++ b/config/routes/monitoring.rb
@ -0,0 +1,8 @@
+Zammad::Application.routes.draw do
+  api_path = Rails.configuration.api_path
+
+  match api_path + '/monitoring/health_check',         to: 'monitoring#health_check', via: :get
+  match api_path + '/monitoring/status',               to: 'monitoring#status',       via: :get
+  match api_path + '/monitoring/token',                to: 'monitoring#token',        via: :post
+
+end
--- a/db/migrate/20161122000001_monitoring_issue_453.rb
+++ b/db/migrate/20161122000001_monitoring_issue_453.rb
@ -0,0 +1,37 @@
+class MonitoringIssue453 < ActiveRecord::Migration
+  def up
+    # return if it's a new setup
+    return if !Setting.find_by(name: 'system_init_done')
+
+    Setting.create_if_not_exists(
+      title: 'Monitoring Token',
+      name: 'monitoring_token',
+      area: 'HealthCheck::Base',
+      description: 'Token for Monitoring.',
+      options: {
+        form: [
+          {
+            display: '',
+            null: false,
+            name: 'monitoring_token',
+            tag: 'input',
+          },
+        ],
+      },
+      state: SecureRandom.urlsafe_base64(40),
+      preferences: {
+        permission: ['admin.monitoring'],
+      },
+      frontend: false,
+    )
+
+    Permission.create_if_not_exists(
+      name: 'admin.monitoring',
+      note: 'Manage %s',
+      preferences: {
+        translations: ['Monitoring']
+      },
+    )
+
+  end
+end
--- a/db/seeds.rb
+++ b/db/seeds.rb
@ -1575,11 +1575,11 @@ Setting.create_if_not_exists(
  frontend: false
 )

-Setting.create_or_update(
+Setting.create_if_not_exists(
  title: 'API Token Access',
  name: 'api_token_access',
  area: 'API::Base',
-  description: 'Enable REST API using tokens (not username/email addeess and password). Each user need to create own access tokens in user profile.',
+  description: 'Enable REST API using tokens (not username/email address and password). Each user need to create own access tokens in user profile.',
  options: {
    form: [
      {
@ -1600,7 +1600,7 @@ Setting.create_or_update(
  },
  frontend: false
 )
-Setting.create_or_update(
+Setting.create_if_not_exists(
  title: 'API Password Access',
  name: 'api_password_access',
  area: 'API::Base',
@ -1626,6 +1626,28 @@ Setting.create_or_update(
  frontend: false
 )

+Setting.create_if_not_exists(
+  title: 'Monitoring Token',
+  name: 'monitoring_token',
+  area: 'HealthCheck::Base',
+  description: 'Token for Monitoring.',
+  options: {
+    form: [
+      {
+        display: '',
+        null: false,
+        name: 'monitoring_token',
+        tag: 'input',
+      },
+    ],
+  },
+  state: SecureRandom.urlsafe_base64(40),
+  preferences: {
+    permission: ['admin.monitoring'],
+  },
+  frontend: false
+)
+
 Setting.create_if_not_exists(
  title: 'Enable Chat',
  name: 'chat',
@ -2765,6 +2787,13 @@ Permission.create_if_not_exists(
    translations: ['Translations']
  },
 )
+Permission.create_if_not_exists(
+  name: 'admin.monitoring',
+  note: 'Manage %s',
+  preferences: {
+    translations: ['Monitoring']
+  },
+)
 Permission.create_if_not_exists(
  name: 'admin.maintenance',
  note: 'Manage %s',
@ -5418,11 +5447,7 @@ Karma::Activity.create_or_update(
 )

 # reset primary key sequences
-if ActiveRecord::Base.connection_config[:adapter] == 'postgresql'
-  ActiveRecord::Base.connection.tables.each do |t|
-    ActiveRecord::Base.connection.reset_pk_sequence!(t)
-  end
-end
+DbHelper.import_post

 # install locales and translations
 Locale.create_if_not_exists(
--- a/lib/auto_wizard.rb
+++ b/lib/auto_wizard.rb
@ -146,6 +146,9 @@ returns
      }
    }

+    # reset primary key sequences
+    DbHelper.import_post
+
    # remove auto wizard file
    FileUtils.rm auto_wizard_file_location

--- a/lib/db_helper.rb
+++ b/lib/db_helper.rb
@ -0,0 +1,31 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+class DbHelper
+
+=begin
+
+execute post database statements after import (e. g. reset primary key sequences for postgresql)
+
+  DbHelper.import_post
+
+or only for certan tables
+
+  DbHelper.import_post(table_name)
+
+=end
+
+  def self.import_post(table = nil)
+    return if ActiveRecord::Base.connection_config[:adapter] != 'postgresql'
+
+    tables = if table
+               [table]
+             else
+               ActiveRecord::Base.connection.tables
+             end
+
+    tables.each do |t|
+      ActiveRecord::Base.connection.reset_pk_sequence!(t)
+    end
+  end
+
+end
--- a/lib/import/base_factory.rb
+++ b/lib/import/base_factory.rb
@ -0,0 +1,28 @@
+module Import
+  module BaseFactory
+
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def import(_records)
+      raise 'Missing implementation for import method for this factory'
+    end
+
+    def pre_import_hook(_records)
+    end
+
+    def backend_class(_record)
+      "Import::#{module_name}".constantize
+    end
+
+    def skip?(_record)
+      false
+    end
+
+    private
+
+    def module_name
+      name.to_s.sub(/Import::/, '').sub(/Factory/, '')
+    end
+  end
+end
--- a/lib/import/factory.rb
+++ b/lib/import/factory.rb
@ -0,0 +1,16 @@
+module Import
+  module Factory
+    include Import::BaseFactory
+
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def import(records)
+      pre_import_hook(records)
+      records.each do |record|
+        next if skip?(record)
+        backend_class(record).new(record)
+      end
+    end
+  end
+end
--- a/lib/import/helper.rb
+++ b/lib/import/helper.rb
@ -0,0 +1,31 @@
+module Import
+  module Helper
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def check_import_mode
+      # check if system is in import mode
+      return true if Setting.get('import_mode')
+      raise 'System is not in import mode!'
+    end
+
+    # log
+    def log(message)
+      thread_no = Thread.current[:thread_no] || '-'
+      Rails.logger.info "thread##{thread_no}: #{message}"
+    end
+
+    # utf8 convert
+    def utf8_encode(data)
+      data.each { |key, value|
+        next if !value
+        next if value.class != String
+        data[key] = Encode.conv('utf8', value)
+      }
+    end
+
+    def reset_primary_key_sequence(table)
+      DbHelper.import_post(table)
+    end
+  end
+end
--- a/lib/import/otrs.rb
+++ b/lib/import/otrs.rb
--- a/lib/import/otrs/article.rb
+++ b/lib/import/otrs/article.rb
@ -0,0 +1,136 @@
+module Import
+  module OTRS
+    class Article
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        TicketID:   :ticket_id,
+        ArticleID:  :id,
+        Body:       :body,
+        From:       :from,
+        To:         :to,
+        Cc:         :cc,
+        Subject:    :subject,
+        InReplyTo:  :in_reply_to,
+        MessageID:  :message_id,
+        #ReplyTo:   :reply_to,
+        References: :references,
+        Changed:    :updated_at,
+        Created:    :created_at,
+        ChangedBy:  :updated_by_id,
+        CreatedBy:  :created_by_id,
+      }.freeze
+
+      def initialize(article)
+        initialize_article_sender_types
+        initialize_article_types
+
+        utf8_encode(article)
+        import(article)
+      end
+
+      private
+
+      def import(article)
+        create_or_update(map(article))
+
+        return if !article['Attachments']
+        return if article['Attachments'].empty?
+
+        Import::OTRS::Article::AttachmentFactory.import(
+          attachments:   article['Attachments'],
+          local_article: @local_article
+        )
+      end
+
+      def create_or_update(article)
+        return if updated?(article)
+        create(article)
+      end
+
+      def updated?(article)
+        @local_article = ::Ticket::Article.find_by(id: article[:id])
+        return false if !@local_article
+        log "update Ticket::Article.find_by(id: #{article[:id]})"
+        @local_article.update_attributes(article)
+        true
+      end
+
+      def create(article)
+        log "add Ticket::Article.find_by(id: #{article[:id]})"
+        @local_article    = ::Ticket::Article.new(article)
+        @local_article.id = article[:id]
+        @local_article.save
+        reset_primary_key_sequence('ticket_articles')
+      rescue ActiveRecord::RecordNotUnique
+        log "Ticket #{article[:ticket_id]} (article #{article[:id]}) is handled by another thead, skipping."
+      end
+
+      def map(article)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+          .merge(from_mapping(article))
+          .merge(article_type(article))
+          .merge(article_sender_type(article))
+      end
+
+      def article_type(article)
+        @article_types[article['ArticleType']] || @article_types['note-internal']
+      end
+
+      def article_sender_type(article)
+        {
+          sender_id: @sender_type_id[article['SenderType']] || @sender_type_id['note-internal']
+        }
+      end
+
+      def initialize_article_sender_types
+        @sender_type_id = {
+          'customer' => article_sender_type_id_lookup('Customer'),
+          'agent'    => article_sender_type_id_lookup('Agent'),
+          'system'   => article_sender_type_id_lookup('System'),
+        }
+      end
+
+      def article_sender_type_id_lookup(name)
+        ::Ticket::Article::Sender.find_by(name: name).id
+      end
+
+      def initialize_article_types
+        @article_types = {
+          'email-external' => {
+            type_id:  article_type_id_lookup('email'),
+            internal: false
+          },
+          'email-internal' => {
+            type_id:  article_type_id_lookup('email'),
+            internal: true
+          },
+          'note-external' => {
+            type_id:  article_type_id_lookup('note'),
+            internal: false
+          },
+          'note-internal' => {
+            type_id:  article_type_id_lookup('note'),
+            internal: true
+          },
+          'phone' => {
+            type_id:  article_type_id_lookup('phone'),
+            internal: false
+          },
+          'webrequest' => {
+            type_id:  article_type_id_lookup('web'),
+            internal: false
+          },
+        }
+      end
+
+      def article_type_id_lookup(name)
+        ::Ticket::Article::Type.lookup(name: name).id
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article/attachment_factory.rb
+++ b/lib/import/otrs/article/attachment_factory.rb
@ -0,0 +1,104 @@
+module Import
+  module OTRS
+    class Article
+      module AttachmentFactory
+        extend Import::Helper
+
+        # rubocop:disable Style/ModuleFunction
+        extend self
+
+        def import(args)
+          attachments   = args[:attachments] || []
+          local_article = args[:local_article]
+
+          return if skip_import?(attachments, local_article)
+          perform_import(attachments, local_article)
+        end
+
+        private
+
+        def perform_import(attachments, local_article)
+          attachments.each { |attachment| import_single(local_article, attachment) }
+        end
+
+        def import_single(local_article, attachment)
+
+          decoded_filename = Base64.decode64(attachment['Filename'])
+          decoded_content  = Base64.decode64(attachment['Content'])
+          # TODO: should be done by a/the Storage object
+          # to handle fingerprinting
+          sha = Digest::SHA256.hexdigest(decoded_content)
+
+          retries = 3
+          begin
+            queueing(sha, decoded_filename)
+
+            log "Ticket #{local_article.ticket_id}, Article #{local_article.id} - Starting import for fingerprint #{sha} (#{decoded_filename})... Queue: #{@sha_queue[sha]}."
+            ActiveRecord::Base.transaction do
+              Store.add(
+                object:      'Ticket::Article',
+                o_id:        local_article.id,
+                filename:    decoded_filename,
+                data:        decoded_content,
+                preferences: {
+                  'Mime-Type'           => attachment['ContentType'],
+                  'Content-ID'          => attachment['ContentID'],
+                  'content-alternative' => attachment['ContentAlternative'],
+                },
+                created_by_id: 1,
+              )
+            end
+            log "Ticket #{local_article.ticket_id}, Article #{local_article.id} - Finished import for fingerprint #{sha} (#{decoded_filename})... Queue: #{@sha_queue[sha]}."
+          rescue ActiveRecord::RecordNotUnique, ActiveRecord::StatementInvalid => e
+            log "Ticket #{local_article.ticket_id} - #{sha} - #{e.class}: #{e}"
+            sleep rand 3
+            retry if !(retries -= 1).zero?
+            raise
+          ensure
+            queue_cleanup(sha)
+          end
+        end
+
+        def skip_import?(attachments, local_article)
+          local_attachments = local_article.attachments
+          return true if local_attachments.count == attachments.count
+          # get a common ground
+          local_attachments.each(&:delete)
+          return true if attachments.empty?
+          false
+        end
+
+        def queueing(sha, decoded_filename)
+          # this is (currently) needed for avoiding
+          # race conditions inserting attachments with
+          # the same fingerprint in the DB in concurrent threads
+          @sha_queue      ||= {}
+          @sha_queue[sha] ||= []
+
+          return if !queueing_active?
+          @sha_queue[sha].push(queue_id)
+
+          while @sha_queue[sha].first != queue_id
+            sleep_time = 0.25
+            log "Found active import for fingerprint #{sha} (#{decoded_filename})... sleeping #{sleep_time} seconds. Queue: #{@sha_queue[sha]}."
+            sleep sleep_time
+          end
+        end
+
+        def queue_cleanup(sha)
+          return if !queueing_active?
+          @sha_queue[sha].shift
+        end
+
+        def queueing_active?
+          return if !queue_id
+          true
+        end
+
+        def queue_id
+          Thread.current[:thread_no]
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article_customer.rb
+++ b/lib/import/otrs/article_customer.rb
@ -0,0 +1,84 @@
+module Import
+  module OTRS
+    class ArticleCustomer
+      include Import::Helper
+
+      def initialize(article)
+        user = import(article)
+        return if !user
+        article['created_by_id'] = user.id
+      rescue Exceptions::UnprocessableEntity => e
+        log "ERROR: Can't extract customer from Article #{article[:id]}"
+      end
+
+      private
+
+      def import(article)
+        find_user_or_create(article)
+      end
+
+      def extract_email(from)
+        Mail::Address.new(from).address
+      rescue
+        return from if from !~ /<\s*([^\s]+)/
+        $1
+      end
+
+      def find_user_or_create(article)
+        user = user_found?(article)
+        return user if user
+        create_user(article)
+      end
+
+      def user_found?(article)
+        email = extract_email(article['From'])
+        user   = ::User.find_by(email: email)
+        user ||= ::User.find_by(login: email)
+        user
+      end
+
+      def create_user(article)
+        email = extract_email(article['From'])
+        ::User.create(
+          login:         email,
+          firstname:     extract_display_name(article['from']),
+          lastname:      '',
+          email:         email,
+          password:      '',
+          active:        true,
+          role_ids:      roles,
+          updated_by_id: 1,
+          created_by_id: 1,
+        )
+      rescue ActiveRecord::RecordNotUnique
+        log "User #{email} was handled by another thread, taking this."
+
+        return if user_found?(article)
+
+        log "User #{email} wasn't created sleep and retry."
+        sleep rand 3
+        retry
+      end
+
+      def roles
+        [
+          Role.find_by(name: 'Customer').id
+        ]
+      end
+
+      def extract_display_name(from)
+        # do extra decoding because we needed to use field.value
+        Mail::Field.new('X-From', parsed_display_name(from)).to_s
+      end
+
+      def parsed_display_name(from)
+        parsed_address = Mail::Address.new(from)
+        return parsed_address.display_name if parsed_address.display_name
+        return from if parsed_address.comments.empty?
+        parsed_address.comments[0]
+      rescue
+        from
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article_customer_factory.rb
+++ b/lib/import/otrs/article_customer_factory.rb
@ -0,0 +1,14 @@
+module Import
+  module OTRS
+    module ArticleCustomerFactory
+      extend Import::Factory
+
+      def skip?(record)
+        return true if record['sender'] != 'customer'
+        return true if record['created_by_id'].to_i != 1
+        return true if record['from'].empty?
+        false
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article_factory.rb
+++ b/lib/import/otrs/article_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module ArticleFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/async.rb
+++ b/lib/import/otrs/async.rb
@ -0,0 +1,62 @@
+module Import
+  module OTRS
+    module Async
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def start_bg
+        Setting.reload
+
+        Import::OTRS::Requester.connection_test
+
+        # start thread to observe current state
+        status_update_thread = Thread.new {
+          loop do
+            result = {
+              data: current_state,
+              result: 'in_progress',
+            }
+            Cache.write('import:state', result, expires_in: 10.minutes)
+            sleep 8
+          end
+        }
+        sleep 2
+
+        # start import data
+        begin
+          Import::OTRS.start
+        rescue => e
+          status_update_thread.exit
+          status_update_thread.join
+          Rails.logger.error e.message
+          Rails.logger.error e.backtrace.inspect
+          result = {
+            message: e.message,
+            result: 'error',
+          }
+          Cache.write('import:state', result, expires_in: 10.hours)
+          return false
+        end
+        sleep 16 # wait until new finished import state is on client
+        status_update_thread.exit
+        status_update_thread.join
+
+        result = {
+          result: 'import_done',
+        }
+        Cache.write('import:state', result, expires_in: 10.hours)
+
+        Setting.set('system_init_done', true)
+        Setting.set('import_mode', false)
+      end
+
+      def status_bg
+        state = Cache.get('import:state')
+        return state if state
+        {
+          message: 'not running',
+        }
+      end
+    end
+  end
+end
--- a/lib/import/otrs/customer.rb
+++ b/lib/import/otrs/customer.rb
@ -0,0 +1,67 @@
+module Import
+  module OTRS
+    class Customer
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime:             :updated_at,
+        CreateTime:             :created_at,
+        CreateBy:               :created_by_id,
+        ChangeBy:               :updated_by_id,
+        CustomerCompanyName:    :name,
+        CustomerCompanyComment: :note,
+      }.freeze
+
+      def initialize(customer)
+        import(customer)
+      end
+
+      def self.by_customer_id(customer_id)
+        organizations = Import::OTRS::Requester.load('Customer')
+
+        result = nil
+        organizations.each do |organization|
+          next if customer_id != organization['CustomerID']
+          result = Organization.find_by(name: organization['CustomerCompanyName'])
+          break
+        end
+        result
+      end
+
+      private
+
+      def import(customer)
+        create_or_update(map(customer))
+      end
+
+      def create_or_update(customer)
+        return if updated?(customer)
+        create(customer)
+      end
+
+      def updated?(customer)
+        @local_customer = Organization.find_by(name: customer[:name])
+        return false if !@local_customer
+        log "update Organization.find_by(name: #{customer[:name]})"
+        @local_customer.update_attributes(customer)
+        true
+      end
+
+      def create(customer)
+        log "add Organization.find_by(name: #{customer[:name]})"
+        @local_customer = Organization.create(customer)
+        reset_primary_key_sequence('organizations')
+      end
+
+      def map(customer)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(customer),
+        }
+          .merge(from_mapping(customer))
+      end
+    end
+  end
+end
--- a/lib/import/otrs/customer_factory.rb
+++ b/lib/import/otrs/customer_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module CustomerFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/customer_user.rb
+++ b/lib/import/otrs/customer_user.rb
@ -0,0 +1,92 @@
+module Import
+  module OTRS
+    class CustomerUser
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime:    :updated_at,
+        CreateTime:    :created_at,
+        CreateBy:      :created_by_id,
+        ChangeBy:      :updated_by_id,
+        UserComment:   :note,
+        UserEmail:     :email,
+        UserFirstname: :firstname,
+        UserLastname:  :lastname,
+        UserLogin:     :login,
+        UserPassword:  :password,
+        UserPhone:     :phone,
+        UserFax:       :fax,
+        UserMobile:    :mobile,
+        UserStreet:    :street,
+        UserZip:       :zip,
+        UserCity:      :city,
+        UserCountry:   :country,
+      }.freeze
+
+      def initialize(customer)
+        import(customer)
+      end
+
+      private
+
+      def import(customer)
+        create_or_update(map(customer))
+      end
+
+      def create_or_update(customer)
+        return if updated?(customer)
+        create(customer)
+      end
+
+      def updated?(customer)
+        @local_customer = ::User.find_by(login: customer[:login])
+        return false if !@local_customer
+
+        # do not update user if it is already agent
+        return true if @local_customer.role_ids.include?(Role.find_by(name: 'Agent').id)
+
+        # only update roles if different (reduce sql statements)
+        if @local_customer.role_ids == customer[:role_ids]
+          user.delete(:role_ids)
+        end
+
+        log "update User.find_by(login: #{customer[:login]})"
+        @local_customer.update_attributes(customer)
+        true
+      end
+
+      def create(customer)
+        log "add User.find_by(login: #{customer[:login]})"
+        @local_customer = ::User.new(customer)
+        @local_customer.save
+        reset_primary_key_sequence('users')
+      end
+
+      def map(customer)
+        {
+          created_by_id:   1,
+          updated_by_id:   1,
+          active:          active?(customer),
+          source:          'OTRS Import',
+          organization_id: organization_id(customer),
+          role_ids:        role_ids,
+        }
+          .merge(from_mapping(customer))
+      end
+
+      def role_ids
+        [
+          Role.find_by(name: 'Customer').id
+        ]
+      end
+
+      def organization_id(customer)
+        return if !customer['UserCustomerID']
+        organization = Import::OTRS::Customer.by_customer_id(customer['UserCustomerID'])
+        return if !organization
+        organization.id
+      end
+    end
+  end
+end
--- a/lib/import/otrs/customer_user_factory.rb
+++ b/lib/import/otrs/customer_user_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module CustomerUserFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/diff.rb
+++ b/lib/import/otrs/diff.rb
@ -0,0 +1,36 @@
+module Import
+  module OTRS
+    module Diff
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def diff_worker
+        return if !diff_import_possible?
+        diff
+      end
+
+      private
+
+      def diff_import_possible?
+        return if !Setting.get('import_mode')
+        return if Setting.get('import_otrs_endpoint') == 'http://otrs_host/otrs'
+        true
+      end
+
+      def diff
+        log 'Start diff...'
+
+        check_import_mode
+
+        updateable_objects
+
+        # get changed tickets
+        ticket_diff
+      end
+
+      def ticket_diff
+        import('Ticket', diff: true)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field.rb
+++ b/lib/import/otrs/dynamic_field.rb
@ -0,0 +1,61 @@
+module Import
+  module OTRS
+    class DynamicField
+
+      def initialize(dynamic_field)
+        @internal_name = self.class.convert_name(dynamic_field['Name'])
+
+        return if already_imported?(dynamic_field)
+
+        initialize_attribute_config(dynamic_field)
+
+        init_callback(dynamic_field)
+        add
+      end
+
+      def self.convert_name(dynamic_field_name)
+        dynamic_field_name.underscore.sub(/\_id(s)?\z/, '_no\1')
+      end
+
+      private
+
+      def init_callback(_)
+        raise 'No init callback defined for this dynamic field!'
+      end
+
+      def already_imported?(dynamic_field)
+        attribute = ObjectManager::Attribute.get(
+          object: dynamic_field['ObjectType'],
+          name:   @internal_name,
+        )
+        attribute ? true : false
+      end
+
+      def initialize_attribute_config(dynamic_field)
+
+        @attribute_config = {
+          object:  dynamic_field['ObjectType'],
+          name:    @internal_name,
+          display: dynamic_field['Label'],
+          screens: {
+            view: {
+              '-all-' => {
+                shown: true,
+              },
+            },
+          },
+          active:        true,
+          editable:      dynamic_field['InternalField'] == '0',
+          position:      dynamic_field['FieldOrder'],
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+      end
+
+      def add
+        ObjectManager::Attribute.add(@attribute_config)
+        ObjectManager::Attribute.migration_execute(false)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/checkbox.rb
+++ b/lib/import/otrs/dynamic_field/checkbox.rb
@ -0,0 +1,22 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Checkbox < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'boolean',
+            data_option: {
+              default: dynamic_field['Config']['DefaultValue'] == '1',
+              options: {
+                true  => 'Yes',
+                false => 'No',
+              },
+              null:      false,
+              translate: true,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/date.rb
+++ b/lib/import/otrs/dynamic_field/date.rb
@ -0,0 +1,24 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/otrs/dynamic_field'
+
+module Import
+  module OTRS
+    class DynamicField
+      class Date < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'date',
+            data_option: {
+              future: dynamic_field['Config']['YearsInFuture'] != '0',
+              past:   dynamic_field['Config']['YearsInPast'] != '0',
+              diff:   dynamic_field['Config']['DefaultValue'].to_i / 60 / 60 / 24,
+              null:   false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/date_time.rb
+++ b/lib/import/otrs/dynamic_field/date_time.rb
@ -0,0 +1,24 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/otrs/dynamic_field'
+
+module Import
+  module OTRS
+    class DynamicField
+      class DateTime < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'datetime',
+            data_option: {
+              future: dynamic_field['Config']['YearsInFuture'] != '0',
+              past:   dynamic_field['Config']['YearsInPast'] != '0',
+              diff:   dynamic_field['Config']['DefaultValue'].to_i / 60 / 60,
+              null:   false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/dropdown.rb
+++ b/lib/import/otrs/dynamic_field/dropdown.rb
@ -0,0 +1,20 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Dropdown < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'select',
+            data_option: {
+              default:   '',
+              multiple:  false,
+              options:   dynamic_field['Config']['PossibleValues'],
+              null:      dynamic_field['Config']['PossibleNone'] == '1',
+              translate: dynamic_field['Config']['TranslatableValues'] == '1',
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/multiselect.rb
+++ b/lib/import/otrs/dynamic_field/multiselect.rb
@ -0,0 +1,20 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Multiselect < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'select',
+            data_option: {
+              default:   '',
+              multiple:  true,
+              options:   dynamic_field['Config']['PossibleValues'],
+              null:      dynamic_field['Config']['PossibleNone'] == '1',
+              translate: dynamic_field['Config']['TranslatableValues'] == '1',
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/text.rb
+++ b/lib/import/otrs/dynamic_field/text.rb
@ -0,0 +1,19 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Text < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'input',
+            data_option: {
+              default:   dynamic_field['Config']['DefaultValue'],
+              type:      'text',
+              maxlength: 255,
+              null:      false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/text_area.rb
+++ b/lib/import/otrs/dynamic_field/text_area.rb
@ -0,0 +1,18 @@
+module Import
+  module OTRS
+    class DynamicField
+      class TextArea < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'textarea',
+            data_option: {
+              default: dynamic_field['Config']['DefaultValue'],
+              rows:    dynamic_field['Config']['Rows'],
+              null:    false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field_factory.rb
+++ b/lib/import/otrs/dynamic_field_factory.rb
@ -0,0 +1,52 @@
+module Import
+  module OTRS
+    module DynamicFieldFactory
+      extend Import::Factory
+      extend Import::Helper
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def skip?(record)
+        return true if !importable?(record)
+        return true if skip_field?(record['Name'])
+        false
+      end
+
+      def backend_class(record)
+        "Import::OTRS::DynamicField::#{record['FieldType']}".constantize
+      end
+
+      def skip_field?(dynamic_field_name)
+        skip_fields.include?(dynamic_field_name)
+      end
+
+      private
+
+      def importable?(dynamic_field)
+        return false if !supported_object_type?(dynamic_field)
+        supported_field_type?(dynamic_field)
+      end
+
+      def supported_object_type?(dynamic_field)
+        return true if dynamic_field['ObjectType'] == 'Ticket'
+        log "ERROR: Unsupported dynamic field object type '#{dynamic_field['ObjectType']}' for dynamic field '#{dynamic_field['Name']}'"
+        false
+      end
+
+      def supported_field_type?(dynamic_field)
+        return true if supported_field_types.include?(dynamic_field['FieldType'])
+        log "ERROR: Unsupported dynamic field field type '#{dynamic_field['FieldType']}' for dynamic field '#{dynamic_field['Name']}'"
+        false
+      end
+
+      def supported_field_types
+        %w(Text TextArea Checkbox DateTime Date Dropdown Multiselect)
+      end
+
+      def skip_fields
+        %w(ProcessManagementProcessID ProcessManagementActivityID ZammadMigratorChanged ZammadMigratorChangedOld)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/helper.rb
+++ b/lib/import/otrs/helper.rb
@ -0,0 +1,37 @@
+module Import
+  module OTRS
+    module Helper
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      private
+
+      def from_mapping(record)
+        result = {}
+        # use the mapping of the class in which
+        # this module gets extended
+        self.class::MAPPING.each { |key_sym, value|
+          key = key_sym.to_s
+          next if !record.key?(key)
+          result[value] = record[key]
+        }
+        result
+      end
+
+      def active?(record)
+        case record['ValidID'].to_s
+        when '3'
+          false
+        when '2'
+          false
+        when '1'
+          true
+        when '0'
+          false
+        else
+          true
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history.rb
+++ b/lib/import/otrs/history.rb
@ -0,0 +1,46 @@
+# rubocop:disable Style/ClassVars
+module Import
+  module OTRS
+    class History
+
+      def initialize(history)
+        init_callback(history)
+        ensure_history_attribute
+        add
+      end
+
+      def init_callback(_)
+        raise 'No init callback defined for this history!'
+      end
+
+      private
+
+      def add
+        ::History.add(@history_attributes)
+      end
+
+      # make sure that no other thread is importing just the same
+      # history attribute which causes a ActiveRecord::RecordNotUnique
+      # exception we (currently) can't handle otherwise
+      def ensure_history_attribute
+        history_attribute = @history_attributes[:history_attribute]
+        return if !history_attribute
+        return if history_attribute_exists?(history_attribute)
+        @@created_history_attributes[history_attribute] = true
+        ::History.attribute_lookup(history_attribute)
+      end
+
+      def history_attribute_exists?(name)
+        @@created_history_attributes ||= {}
+        return false if !@@created_history_attributes[name]
+
+        # make sure the history attribute is added before we
+        # we perform further import
+        # otherwise the following import logic (add) will
+        # try to add the history attribute, too
+        sleep 1 until ::History::Attribute.find_by(name: name)
+        true
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/article.rb
+++ b/lib/import/otrs/history/article.rb
@ -0,0 +1,20 @@
+module Import
+  module OTRS
+    class History
+      class Article < Import::OTRS::History
+        def init_callback(history)
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['ArticleID'],
+            history_type: 'created',
+            history_object: 'Ticket::Article',
+            related_o_id: history['TicketID'],
+            related_history_object: 'Ticket',
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/move.rb
+++ b/lib/import/otrs/history/move.rb
@ -0,0 +1,33 @@
+module Import
+  module OTRS
+    class History
+      class Move < Import::OTRS::History
+        def init_callback(history)
+          data = history['Name']
+          # "%%Queue1%%5%%Postmaster%%1"
+          from = nil
+          to   = nil
+          if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
+            from    = $1
+            from_id = $2
+            to      = $3
+            to_id   = $4
+          end
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'updated',
+            history_object: 'Ticket',
+            history_attribute: 'group',
+            value_from: from,
+            value_to: to,
+            id_from: from_id,
+            id_to: to_id,
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/new_ticket.rb
+++ b/lib/import/otrs/history/new_ticket.rb
@ -0,0 +1,18 @@
+module Import
+  module OTRS
+    class History
+      class NewTicket < Import::OTRS::History
+        def init_callback(history)
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'created',
+            history_object: 'Ticket',
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/priority_update.rb
+++ b/lib/import/otrs/history/priority_update.rb
@ -0,0 +1,33 @@
+module Import
+  module OTRS
+    class History
+      class PriorityUpdate < Import::OTRS::History
+        def init_callback(history)
+          data = history['Name']
+          # "%%3 normal%%3%%5 very high%%5"
+          from = nil
+          to   = nil
+          if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
+            from    = $1
+            from_id = $2
+            to      = $3
+            to_id   = $4
+          end
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'updated',
+            history_object: 'Ticket',
+            history_attribute: 'priority',
+            value_from: from,
+            value_to: to,
+            id_from: from_id,
+            id_to: to_id,
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/state_update.rb
+++ b/lib/import/otrs/history/state_update.rb
@ -0,0 +1,39 @@
+module Import
+  module OTRS
+    class History
+      class StateUpdate < Import::OTRS::History
+        def init_callback(history)
+          data = history['Name']
+          # "%%new%%open%%"
+          from = nil
+          to   = nil
+          if data =~ /%%(.+?)%%(.+?)%%/
+            from    = $1
+            to      = $2
+            state_from = ::Ticket::State.lookup(name: from)
+            state_to   = ::Ticket::State.lookup(name: to)
+            if state_from
+              from_id = state_from.id
+            end
+            if state_to
+              to_id = state_to.id
+            end
+          end
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'updated',
+            history_object: 'Ticket',
+            history_attribute: 'state',
+            value_from: from,
+            id_from: from_id,
+            value_to: to,
+            id_to: to_id,
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history_factory.rb
+++ b/lib/import/otrs/history_factory.rb
@ -0,0 +1,40 @@
+module Import
+  module OTRS
+    module HistoryFactory
+      extend Import::Factory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def skip?(record)
+        return true if !determine_class(record)
+        false
+      end
+
+      def backend_class(record)
+        "Import::OTRS::History::#{determine_class(record)}".constantize
+      end
+
+      private
+
+      def determine_class(history)
+        check_supported(history) || check_article(history)
+      end
+
+      def supported_types
+        %w(NewTicket StateUpdate Move PriorityUpdate)
+      end
+
+      def check_supported(history)
+        return if !supported_types.include?(history['HistoryType'])
+        history['HistoryType']
+      end
+
+      def check_article(history)
+        return if !history['ArticleID']
+        return if history['ArticleID'].to_i.zero?
+        'Article'
+      end
+    end
+  end
+end
--- a/lib/import/otrs/import_stats.rb
+++ b/lib/import/otrs/import_stats.rb
@ -0,0 +1,74 @@
+module Import
+  module OTRS
+    module ImportStats
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def current_state
+        {
+          Base: {
+            done:  base_done,
+            total: base_total,
+          },
+          User: {
+            done:  user_done,
+            total: user_total,
+          },
+          Ticket: {
+            done:  ticket_done,
+            total: ticket_total,
+          },
+        }
+      end
+
+      private
+
+      def statistic
+
+        # check cache
+        cache = Cache.get('import_otrs_stats')
+        return cache if cache
+
+        # retrive statistic
+        statistic = Import::OTRS::Requester.list
+        return statistic if !statistic
+
+        Cache.write('import_otrs_stats', statistic)
+        statistic
+      end
+
+      def base_done
+        ::Group.count + ::Ticket::State.count + ::Ticket::Priority.count
+      end
+
+      def base_total
+        sum_stat(%w(Queue State Priority))
+      end
+
+      def user_done
+        ::User.count
+      end
+
+      def user_total
+        sum_stat(%w(User CustomerUser))
+      end
+
+      def ticket_done
+        ::Ticket.count
+      end
+
+      def ticket_total
+        sum_stat(%w(Ticket))
+      end
+
+      def sum_stat(objects)
+        data = statistic
+        sum  = 0
+        objects.each { |object|
+          sum += data[object]
+        }
+        sum
+      end
+    end
+  end
+end
--- a/lib/import/otrs/priority.rb
+++ b/lib/import/otrs/priority.rb
@ -0,0 +1,58 @@
+module Import
+  module OTRS
+    class Priority
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime: :updated_at,
+        CreateTime: :created_at,
+        CreateBy:   :created_by_id,
+        ChangeBy:   :updated_by_id,
+        Name:       :name,
+        ID:         :id,
+        Comment:    :note,
+      }.freeze
+
+      def initialize(priority)
+        import(priority)
+      end
+
+      private
+
+      def import(priority)
+        create_or_update(map(priority))
+      end
+
+      def create_or_update(priority)
+        return if updated?(priority)
+        create(priority)
+      end
+
+      def updated?(priority)
+        @local_priority = ::Ticket::Priority.find_by(id: priority[:id])
+        return false if !@local_priority
+        log "update Ticket::Priority.find_by(id: #{priority[:id]})"
+        @local_priority.update_attributes(priority)
+        true
+      end
+
+      def create(priority)
+        log "add Ticket::Priority.find_by(id: #{priority[:id]})"
+        @local_priority    = ::Ticket::Priority.new(priority)
+        @local_priority.id = priority[:id]
+        @local_priority.save
+        reset_primary_key_sequence('ticket_priorities')
+      end
+
+      def map(priority)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(priority),
+        }
+          .merge(from_mapping(priority))
+      end
+    end
+  end
+end
--- a/lib/import/otrs/priority_factory.rb
+++ b/lib/import/otrs/priority_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module PriorityFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/queue.rb
+++ b/lib/import/otrs/queue.rb
@ -0,0 +1,58 @@
+module Import
+  module OTRS
+    class Queue
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime: :updated_at,
+        CreateTime: :created_at,
+        CreateBy:   :created_by_id,
+        ChangeBy:   :updated_by_id,
+        Name:       :name,
+        QueueID:    :id,
+        Comment:    :note,
+      }.freeze
+
+      def initialize(queue)
+        import(queue)
+      end
+
+      private
+
+      def import(queue)
+        create_or_update(map(queue))
+      end
+
+      def create_or_update(queue)
+        return if updated?(queue)
+        create(queue)
+      end
+
+      def updated?(queue)
+        @local_queue = Group.find_by(id: queue[:id])
+        return false if !@local_queue
+        log "update Group.find_by(id: #{queue[:id]})"
+        @local_queue.update_attributes(queue)
+        true
+      end
+
+      def create(queue)
+        log "add Group.find_by(id: #{queue[:id]})"
+        @local_queue    = Group.new(queue)
+        @local_queue.id = queue[:id]
+        @local_queue.save
+        reset_primary_key_sequence('groups')
+      end
+
+      def map(queue)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(queue),
+        }
+          .merge(from_mapping(queue))
+      end
+    end
+  end
+end
--- a/lib/import/otrs/queue_factory.rb
+++ b/lib/import/otrs/queue_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module QueueFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/requester.rb
+++ b/lib/import/otrs/requester.rb
@ -0,0 +1,93 @@
+module Import
+  module OTRS
+    module Requester
+      extend Import::Helper
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def load(object, args = {})
+
+        @cache ||= {}
+        if args.empty? && @cache[object]
+          return @cache[object]
+        end
+
+        result = request_result(
+          Subaction: 'Export',
+          Object:    object,
+          Limit:     args[:limit]  || '',
+          Offset:    args[:offset] || '',
+          Diff:      args[:diff] ? 1 : 0
+        )
+
+        return result if !args.empty?
+        @cache[object] = result
+        @cache[object]
+      end
+
+      def list
+        request_result(Subaction: 'List')
+      end
+
+      # TODO: refactor to something like .connected?
+      def connection_test
+        result = request_json({})
+        return true if result['Success']
+        raise 'API key not valid!'
+      end
+
+      private
+
+      def request_result(params)
+        response = request_json(params)
+        response['Result']
+      end
+
+      def request_json(params)
+        response = post(params)
+        result   = handle_response(response)
+
+        return result if result
+
+        raise 'Invalid response'
+      end
+
+      def handle_response(response)
+        encoded_body = Encode.conv('utf8', response.body.to_s)
+        JSON.parse(encoded_body)
+      end
+
+      def post(params)
+        url             = Setting.get('import_otrs_endpoint')
+        params[:Action] = 'ZammadMigrator'
+        params[:Key]    = Setting.get('import_otrs_endpoint_key')
+
+        log 'POST: ' + url
+        log 'PARAMS: ' + params.inspect
+
+        response = UserAgent.post(
+          url,
+          params,
+          {
+            open_timeout:  10,
+            read_timeout:  120,
+            total_timeout: 360,
+            user:          Setting.get('import_otrs_user'),
+            password:      Setting.get('import_otrs_password'),
+          },
+        )
+
+        if !response
+          raise "Can't connect to Zammad Migrator"
+        end
+
+        if !response.success?
+          log "ERROR: #{response.error}"
+          raise 'Zammad Migrator returned an error'
+        end
+        response
+      end
+    end
+  end
+end
--- a/lib/import/otrs/state.rb
+++ b/lib/import/otrs/state.rb
@ -0,0 +1,70 @@
+module Import
+  module OTRS
+    class State
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime: :updated_at,
+        CreateTime: :created_at,
+        CreateBy:   :created_by_id,
+        ChangeBy:   :updated_by_id,
+        Name:       :name,
+        ID:         :id,
+        ValidID:    :active,
+        Comment:    :note,
+      }.freeze
+
+      def initialize(state)
+        import(state)
+      end
+
+      private
+
+      def import(state)
+        create_or_update(map(state))
+      end
+
+      def create_or_update(state)
+        return if updated?(state)
+        create(state)
+      end
+
+      def updated?(state)
+        @local_state = ::Ticket::State.find_by(id: state[:id])
+        return false if !@local_state
+        log "update Ticket::State.find_by(id: #{state[:id]})"
+        @local_state.update_attributes(state)
+        true
+      end
+
+      def create(state)
+        log "add Ticket::State.find_by(id: #{state[:id]})"
+        @local_state    = ::Ticket::State.new(state)
+        @local_state.id = state[:id]
+        @local_state.save
+        reset_primary_key_sequence('ticket_states')
+      end
+
+      def map(state)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(state),
+          state_type_id: state_type_id(state)
+        }
+          .merge(from_mapping(state))
+      end
+
+      def state_type_id(state)
+        map_type(state)
+        ::Ticket::StateType.lookup(name: state['TypeName']).id
+      end
+
+      def map_type(state)
+        return if state['TypeName'] != 'pending auto'
+        state['TypeName'] = 'pending action'
+      end
+    end
+  end
+end
--- a/lib/import/otrs/state_factory.rb
+++ b/lib/import/otrs/state_factory.rb
@ -0,0 +1,22 @@
+module Import
+  module OTRS
+    module StateFactory
+      extend Import::TransactionFactory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def pre_import_hook(_records)
+        backup
+      end
+
+      def backup
+        # rename states to handle not uniq issues
+        ::Ticket::State.all.each { |state|
+          state.name = state.name + '_tmp'
+          state.save
+        }
+      end
+    end
+  end
+end
--- a/lib/import/otrs/sys_config_factory.rb
+++ b/lib/import/otrs/sys_config_factory.rb
@ -0,0 +1,51 @@
+module Import
+  module OTRS
+    module SysConfigFactory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def import(settings)
+        settings.each do |setting|
+          next if direct_copy?(setting)
+          next if number_generator?(setting)
+        end
+      end
+
+      private
+
+      def direct_settings
+        %w(HttpType SystemID Organization TicketHook)
+      end
+
+      def direct_copy?(setting)
+        cleaned_name = cleanup_name(setting['Key'])
+        return false if !direct_settings.include?(cleaned_name)
+
+        internal_name = cleaned_name.underscore
+        Setting.set(internal_name, setting['Value'])
+
+        true
+      end
+
+      def cleanup_name(key)
+        key.tr('::', '')
+      end
+
+      def number_generator?(setting)
+        return false if setting['Key'] != 'Ticket::NumberGenerator'
+
+        case setting['Value']
+        when 'Kernel::System::Ticket::Number::DateChecksum'
+          Setting.set('ticket_number', 'Ticket::Number::Date')
+          Setting.set('ticket_number_date', { checksum: true })
+        when 'Kernel::System::Ticket::Number::Date'
+          Setting.set('ticket_number', 'Ticket::Number::Date')
+          Setting.set('ticket_number_date', { checksum: false })
+        end
+
+        true
+      end
+    end
+  end
+end
--- a/lib/import/otrs/ticket.rb
+++ b/lib/import/otrs/ticket.rb
@ -0,0 +1,172 @@
+require 'ticket'
+
+module Import
+  module OTRS
+    class Ticket
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        Changed: :updated_at,
+        Created: :created_at,
+        CreateBy: :created_by_id,
+        TicketNumber: :number,
+        QueueID: :group_id,
+        StateID: :state_id,
+        PriorityID: :priority_id,
+        Title: :title,
+        TicketID: :id,
+        FirstResponse: :first_response_at,
+        #FirstResponseTimeDestinationDate: :first_response_escalation_at,
+        #FirstResponseInMin: :first_response_in_min,
+        #FirstResponseDiffInMin: :first_response_diff_in_min,
+        Closed: :close_at,
+        #SoltutionTimeDestinationDate: :close_escalation_at,
+        #CloseTimeInMin: :close_in_min,
+        #CloseTimeDiffInMin: :close_diff_in_min,
+      }.freeze
+
+      def initialize(ticket)
+        fix(ticket)
+        import(ticket)
+      end
+
+      private
+
+      def import(ticket)
+        Import::OTRS::ArticleCustomerFactory.import(ticket['Articles'])
+
+        create_or_update(map(ticket))
+
+        Import::OTRS::ArticleFactory.import(ticket['Articles'])
+        Import::OTRS::HistoryFactory.import(ticket['History'])
+      end
+
+      def create_or_update(ticket)
+        return if updated?(ticket)
+        create(ticket)
+      end
+
+      def updated?(ticket)
+        @local_ticket = ::Ticket.find_by(id: ticket[:id])
+        return false if !@local_ticket
+        log "update Ticket.find_by(id: #{ticket[:id]})"
+        @local_ticket.update_attributes(ticket)
+        true
+      end
+
+      def create(ticket)
+        log "add Ticket.find_by(id: #{ticket[:id]})"
+        @local_ticket    = ::Ticket.new(ticket)
+        @local_ticket.id = ticket[:id]
+        @local_ticket.save
+        reset_primary_key_sequence('tickets')
+      rescue ActiveRecord::RecordNotUnique
+        log "Ticket #{ticket[:id]} is handled by another thead, skipping."
+      end
+
+      def map(ticket)
+        ensure_map(default_map(ticket))
+      end
+
+      def ensure_map(mapped)
+        return mapped if mapped[:title]
+        mapped[:title] = '**EMPTY**'
+        mapped
+      end
+
+      def default_map(ticket)
+        {
+          owner_id:      owner_id(ticket),
+          customer_id:   customer_id(ticket),
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+          .merge(from_mapping(ticket))
+          .merge(dynamic_fields(ticket))
+      end
+
+      def dynamic_fields(ticket)
+        result = {}
+        ticket.keys.each { |key|
+
+          key_string = key.to_s
+
+          next if !key_string.start_with?('DynamicField_')
+          dynamic_field_name = key_string[13, key_string.length]
+
+          next if Import::OTRS::DynamicFieldFactory.skip_field?( dynamic_field_name )
+          dynamic_field_name = Import::OTRS::DynamicField.convert_name(dynamic_field_name)
+
+          result[dynamic_field_name.to_sym] = ticket[key_string]
+        }
+        result
+      end
+
+      def owner_id(ticket)
+        default = 1
+        owner   = ticket['Owner']
+
+        return default if !owner
+        user = user_lookup(owner)
+
+        return user.id if user
+        default
+      end
+
+      def customer_id(ticket)
+        default  = 1
+        customer = ticket['CustomerUserID']
+
+        return default if !customer
+        user = user_lookup(customer)
+
+        return user.id if user
+
+        first_customer_id = first_customer_id(ticket['Articles'])
+
+        return first_customer_id if first_customer_id
+
+        default
+      end
+
+      def user_lookup(login)
+        ::User.find_by(login: login.downcase)
+      end
+
+      def first_customer_id(articles)
+        user_id = nil
+        articles.each { |article|
+          next if article['sender'] != 'customer'
+          next if article['from'].empty?
+
+          user_id = article['created_by_id'].to_i
+          break
+        }
+        user_id
+      end
+
+      # cleanup invalid values
+      def fix(ticket)
+        utf8_encode(ticket)
+        fix_timestamps(ticket)
+        fix_close_time(ticket)
+      end
+
+      def fix_timestamps(ticket)
+        ticket.each { |key, value|
+          next if value != '0000-00-00 00:00:00'
+          ticket[key] = nil
+        }
+      end
+
+      # fix OTRS 3.1 bug, no close time if ticket is created
+      def fix_close_time(ticket)
+        return if ticket['StateType'] != 'closed'
+        return if ticket['Closed']
+        return if !ticket['Closed'].empty?
+        ticket['Closed'] = ticket['Created']
+      end
+    end
+  end
+end
--- a/lib/import/otrs/ticket_factory.rb
+++ b/lib/import/otrs/ticket_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module TicketFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/user.rb
+++ b/lib/import/otrs/user.rb
@ -0,0 +1,167 @@
+module Import
+  module OTRS
+    class User
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime:    :updated_at,
+        CreateTime:    :created_at,
+        CreateBy:      :created_by_id,
+        ChangeBy:      :updated_by_id,
+        UserID:        :id,
+        Comment:       :note,
+        UserEmail:     :email,
+        UserFirstname: :firstname,
+        UserLastname:  :lastname,
+        UserLogin:     :login,
+      }.freeze
+
+      def initialize(user)
+        import(user)
+      end
+
+      private
+
+      def import(user)
+        create_or_update(map(user))
+      end
+
+      def create_or_update(user)
+        ensure_unique_login(user)
+        return if updated?(user)
+        create(user)
+      end
+
+      def updated?(user)
+        @local_user = ::User.find_by(id: user[:id])
+        return false if !@local_user
+
+        # only update roles if different (reduce sql statements)
+        if @local_user.role_ids == user[:role_ids]
+          user.delete(:role_ids)
+        end
+
+        log "update User.find_by(id: #{user[:id]})"
+        @local_user.update_attributes(user)
+        true
+      end
+
+      def create(user)
+        log "add User.find_by(id: #{user[:id]})"
+        @local_user    = ::User.new(user)
+        @local_user.id = user[:id]
+        @local_user.save
+        reset_primary_key_sequence('users')
+      end
+
+      def ensure_unique_login(user)
+        user[:login] = unique_login(user)
+      end
+
+      def unique_login(user)
+        login = user[:login]
+        return login if ::User.where('login = ? AND id != ?', login.downcase, user[:id]).count.zero?
+        "#{login}_#{user[:id]}"
+      end
+
+      def map(user)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(user),
+          source:        'OTRS Import',
+          role_ids:      role_ids(user),
+          group_ids:     group_ids(user),
+          password:      password(user),
+        }
+          .merge(from_mapping(user))
+      end
+
+      def password(user)
+        return if !user['UserPw']
+        "{sha2}#{user['UserPw']}"
+      end
+
+      def group_ids(user)
+        result = []
+        queues = Import::OTRS::Requester.load('Queue')
+        queues.each { |queue|
+
+          permissions = user['GroupIDs'][ queue['GroupID'] ]
+
+          next if !permissions
+          next if !permissions.include?('rw')
+
+          result.push queue['QueueID']
+        }
+
+        # lookup by roles
+
+        # roles of user
+        #   groups of roles
+        #     queues of group
+
+        result
+      end
+
+      def role_ids(user)
+        local_role_ids = []
+        roles(user).each { |role|
+          role_lookup = Role.lookup(name: role)
+          next if !role_lookup
+          local_role_ids.push role_lookup.id
+        }
+        local_role_ids
+      end
+
+      def roles(user)
+        local_roles = ['Agent']
+        local_roles += groups_from_otrs_groups(user)
+        local_roles += groups_from_otrs_roles(user)
+        local_roles.uniq
+      end
+
+      def groups_from_otrs_groups(user)
+        groups = Import::OTRS::Requester.load('Group')
+        groups_from_groups(user, groups)
+      end
+
+      def groups_from_groups(user, groups)
+        result = []
+        groups.each { |group|
+          result += groups_from_otrs_group(user, group)
+        }
+        result
+      end
+
+      def groups_from_otrs_group(user, group)
+        result = []
+        return result if user['GroupIDs'].empty?
+        permissions = user['GroupIDs'][ group['ID'] ]
+
+        return result if !permissions
+
+        if group['Name'] == 'admin' && permissions.include?('rw')
+          result.push 'Admin'
+        end
+
+        return result if group['Name'] !~ /^(stats|report)/
+        return result if !( permissions.include?('ro') || permissions.include?('rw') )
+
+        result.push 'Report'
+        result
+      end
+
+      def groups_from_otrs_roles(user)
+        result = []
+        roles  = Import::OTRS::Requester.load('Role')
+        roles.each { |role|
+          next if !user['RoleIDs'].include?(role['ID'])
+          result += groups_from_groups(user, role['GroupIDs'])
+        }
+        result
+      end
+    end
+  end
+end
--- a/lib/import/otrs/user_factory.rb
+++ b/lib/import/otrs/user_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module UserFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/transaction_factory.rb
+++ b/lib/import/transaction_factory.rb
@ -0,0 +1,18 @@
+module Import
+  module TransactionFactory
+    include Import::BaseFactory
+
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def import(records)
+      ActiveRecord::Base.transaction do
+        pre_import_hook(records)
+        records.each do |record|
+          next if skip?(record)
+          backend_class(record).new(record)
+        end
+      end
+    end
+  end
+end
--- a/lib/import/zendesk.rb
+++ b/lib/import/zendesk.rb
@ -5,7 +5,8 @@ module Import
 end
 module Import::Zendesk

-  module_function
+  # rubocop:disable Style/ModuleFunction
+  extend self

  def start
    Rails.logger.info 'Start import...'
@ -998,8 +999,7 @@ module Import::Zendesk

  # reset primary key sequences
  def self._reset_pk(table)
-    return if ActiveRecord::Base.connection_config[:adapter] != 'postgresql'
-    ActiveRecord::Base.connection.reset_pk_sequence!(table)
+    DbHelper.import_post(table)
  end

  def get_custom_fields(custom_fields)
--- a/public/assets/chat/chat.css
+++ b/public/assets/chat/chat.css
@ -342,10 +342,10 @@
  float: left;
  width: auto;
  height: auto;
-  min-height: 1.4em !important;
  max-height: 6em;
+  min-height: 1.4em !important;
  font-family: inherit;
-  line-height: inherit;
+  line-height: 1.4em;
  font-size: inherit;
  -webkit-appearance: none;
  -moz-appearance: none;
@ -353,6 +353,7 @@
  border: none !important;
  background: none;
  box-shadow: none !important;
+  box-sizing: content-box;
  outline: none;
  resize: none;
  -webkit-flex: 1;
--- a/public/assets/chat/chat.js
+++ b/public/assets/chat/chat.js
@ -1,3 +1,152 @@
+/*!
+ * ----------------------------------------------------------------------------
+ * "THE BEER-WARE LICENSE" (Revision 42):
+ * <jevin9@gmail.com> wrote this file. As long as you retain this notice you
+ * can do whatever you want with this stuff. If we meet some day, and you think
+ * this stuff is worth it, you can buy me a beer in return. Jevin O. Sewaruth
+ * ----------------------------------------------------------------------------
+ *
+ * Autogrow Textarea Plugin Version v3.0
+ * http://www.technoreply.com/autogrow-textarea-plugin-3-0
+ * 
+ * THIS PLUGIN IS DELIVERD ON A PAY WHAT YOU WHANT BASIS. IF THE PLUGIN WAS USEFUL TO YOU, PLEASE CONSIDER BUYING THE PLUGIN HERE :
+ * https://sites.fastspring.com/technoreply/instant/autogrowtextareaplugin
+ *
+ * Date: October 15, 2012
+ *
+ * Zammad modification: remove overflow:hidden when maximum height is reached
+ *
+ */
+
+jQuery.fn.autoGrow = function(options) {
+  return this.each(function() {
+    var settings = jQuery.extend({
+      extraLine: true,
+    }, options);
+
+    var createMirror = function(textarea) {
+      jQuery(textarea).after('<div class="autogrow-textarea-mirror"></div>');
+      return jQuery(textarea).next('.autogrow-textarea-mirror')[0];
+    }
+
+    var sendContentToMirror = function (textarea) {
+      mirror.innerHTML = String(textarea.value)
+        .replace(/&/g, '&amp;')
+        .replace(/"/g, '&quot;')
+        .replace(/'/g, '&#39;')
+        .replace(/</g, '&lt;')
+        .replace(/>/g, '&gt;')
+        .replace(/ /g, '&nbsp;')
+        .replace(/\n/g, '<br />') +
+        (settings.extraLine? '.<br/>.' : '')
+      ;
+
+      if (jQuery(textarea).height() != jQuery(mirror).height()) {
+        jQuery(textarea).height(jQuery(mirror).height());
+
+        var maxHeight = parseInt(jQuery(textarea).css('max-height'), 10);
+        var overflow = jQuery(mirror).height() > maxHeight ? '' : 'hidden'
+        jQuery(textarea).css('overflow', overflow);
+      }
+    }
+
+    var growTextarea = function () {
+      sendContentToMirror(this);
+    }
+
+    // Create a mirror
+    var mirror = createMirror(this);
+    
+    // Style the mirror
+    mirror.style.display = 'none';
+    mirror.style.wordWrap = 'break-word';
+    mirror.style.whiteSpace = 'normal';
+    mirror.style.padding = jQuery(this).css('paddingTop') + ' ' + 
+      jQuery(this).css('paddingRight') + ' ' + 
+      jQuery(this).css('paddingBottom') + ' ' + 
+      jQuery(this).css('paddingLeft');
+      
+    mirror.style.width = jQuery(this).css('width');
+    mirror.style.fontFamily = jQuery(this).css('font-family');
+    mirror.style.fontSize = jQuery(this).css('font-size');
+    mirror.style.lineHeight = jQuery(this).css('line-height');
+    mirror.style.letterSpacing = jQuery(this).css('letter-spacing');
+    mirror.style.boxSizing = jQuery(this).css('boxSizing');
+
+    // Style the textarea
+    this.style.overflow = "hidden";
+    this.style.minHeight = this.rows+"em";
+
+    // Bind the textarea's event
+    this.onkeyup = growTextarea;
+    this.onfocus = growTextarea;
+
+    // Fire the event for text already present
+    sendContentToMirror(this);
+
+  });
+};
+if (!window.zammadChatTemplates) {
+  window.zammadChatTemplates = {};
+}
+window.zammadChatTemplates["agent"] = function (__obj) {
+  if (!__obj) __obj = {};
+  var __out = [], __capture = function(callback) {
+    var out = __out, result;
+    __out = [];
+    callback.call(this);
+    result = __out.join('');
+    __out = out;
+    return __safe(result);
+  }, __sanitize = function(value) {
+    if (value && value.ecoSafe) {
+      return value;
+    } else if (typeof value !== 'undefined' && value != null) {
+      return __escape(value);
+    } else {
+      return '';
+    }
+  }, __safe, __objSafe = __obj.safe, __escape = __obj.escape;
+  __safe = __obj.safe = function(value) {
+    if (value && value.ecoSafe) {
+      return value;
+    } else {
+      if (!(typeof value !== 'undefined' && value != null)) value = '';
+      var result = new String(value);
+      result.ecoSafe = true;
+      return result;
+    }
+  };
+  if (!__escape) {
+    __escape = __obj.escape = function(value) {
+      return ('' + value)
+        .replace(/&/g, '&amp;')
+        .replace(/</g, '&lt;')
+        .replace(/>/g, '&gt;')
+        .replace(/"/g, '&quot;');
+    };
+  }
+  (function() {
+    (function() {
+      if (this.agent.avatar) {
+        __out.push('\n<img class="zammad-chat-agent-avatar" src="');
+        __out.push(__sanitize(this.agent.avatar));
+        __out.push('">\n');
+      }
+    
+      __out.push('\n<span class="zammad-chat-agent-sentence">\n  <span class="zammad-chat-agent-name">');
+    
+      __out.push(__sanitize(this.agent.name));
+    
+      __out.push('</span>\n</span>');
+    
+    }).call(this);
+    
+  }).call(__obj);
+  __obj.safe = __objSafe, __obj.escape = __escape;
+  return __out.join('');
+};
+
 var bind = function(fn, me){ return function(){ return fn.apply(me, arguments); }; },
  slice = [].slice,
  extend = function(child, parent) { for (var key in parent) { if (hasProp.call(parent, key)) child[key] = parent[key]; } function ctor() { this.constructor = child; } ctor.prototype = parent.prototype; child.prototype = new ctor(); child.__super__ = parent.prototype; return child; },
@ -1275,152 +1424,6 @@ var bind = function(fn, me){ return function(){ return fn.apply(me, arguments);
  return window.ZammadChat = ZammadChat;
 })(window.jQuery, window);

-/*!
- * ----------------------------------------------------------------------------
- * "THE BEER-WARE LICENSE" (Revision 42):
- * <jevin9@gmail.com> wrote this file. As long as you retain this notice you
- * can do whatever you want with this stuff. If we meet some day, and you think
- * this stuff is worth it, you can buy me a beer in return. Jevin O. Sewaruth
- * ----------------------------------------------------------------------------
- *
- * Autogrow Textarea Plugin Version v3.0
- * http://www.technoreply.com/autogrow-textarea-plugin-3-0
- * 
- * THIS PLUGIN IS DELIVERD ON A PAY WHAT YOU WHANT BASIS. IF THE PLUGIN WAS USEFUL TO YOU, PLEASE CONSIDER BUYING THE PLUGIN HERE :
- * https://sites.fastspring.com/technoreply/instant/autogrowtextareaplugin
- *
- * Date: October 15, 2012
- *
- * Zammad modification: remove overflow:hidden when maximum height is reached
- *
- */
-
-jQuery.fn.autoGrow = function(options) {
-  return this.each(function() {
-    var settings = jQuery.extend({
-      extraLine: true,
-    }, options);
-
-    var createMirror = function(textarea) {
-      jQuery(textarea).after('<div class="autogrow-textarea-mirror"></div>');
-      return jQuery(textarea).next('.autogrow-textarea-mirror')[0];
-    }
-
-    var sendContentToMirror = function (textarea) {
-      mirror.innerHTML = String(textarea.value)
-        .replace(/&/g, '&amp;')
-        .replace(/"/g, '&quot;')
-        .replace(/'/g, '&#39;')
-        .replace(/</g, '&lt;')
-        .replace(/>/g, '&gt;')
-        .replace(/ /g, '&nbsp;')
-        .replace(/\n/g, '<br />') +
-        (settings.extraLine? '.<br/>.' : '')
-      ;
-
-      if (jQuery(textarea).height() != jQuery(mirror).height()) {
-        jQuery(textarea).height(jQuery(mirror).height());
-
-        var maxHeight = parseInt(jQuery(textarea).css('max-height'), 10);
-        var overflow = jQuery(mirror).height() > maxHeight ? '' : 'hidden'
-        jQuery(textarea).css('overflow', overflow);
-      }
-    }
-
-    var growTextarea = function () {
-      sendContentToMirror(this);
-    }
-
-    // Create a mirror
-    var mirror = createMirror(this);
-    
-    // Style the mirror
-    mirror.style.display = 'none';
-    mirror.style.wordWrap = 'break-word';
-    mirror.style.whiteSpace = 'normal';
-    mirror.style.padding = jQuery(this).css('paddingTop') + ' ' + 
-      jQuery(this).css('paddingRight') + ' ' + 
-      jQuery(this).css('paddingBottom') + ' ' + 
-      jQuery(this).css('paddingLeft');
-      
-    mirror.style.width = jQuery(this).css('width');
-    mirror.style.fontFamily = jQuery(this).css('font-family');
-    mirror.style.fontSize = jQuery(this).css('font-size');
-    mirror.style.lineHeight = jQuery(this).css('line-height');
-
-    // Style the textarea
-    this.style.overflow = "hidden";
-    this.style.minHeight = this.rows+"em";
-
-    // Bind the textarea's event
-    this.onkeyup = growTextarea;
-
-    // Fire the event for text already present
-    sendContentToMirror(this);
-
-  });
-};
-if (!window.zammadChatTemplates) {
-  window.zammadChatTemplates = {};
-}
-window.zammadChatTemplates["agent"] = function (__obj) {
-  if (!__obj) __obj = {};
-  var __out = [], __capture = function(callback) {
-    var out = __out, result;
-    __out = [];
-    callback.call(this);
-    result = __out.join('');
-    __out = out;
-    return __safe(result);
-  }, __sanitize = function(value) {
-    if (value && value.ecoSafe) {
-      return value;
-    } else if (typeof value !== 'undefined' && value != null) {
-      return __escape(value);
-    } else {
-      return '';
-    }
-  }, __safe, __objSafe = __obj.safe, __escape = __obj.escape;
-  __safe = __obj.safe = function(value) {
-    if (value && value.ecoSafe) {
-      return value;
-    } else {
-      if (!(typeof value !== 'undefined' && value != null)) value = '';
-      var result = new String(value);
-      result.ecoSafe = true;
-      return result;
-    }
-  };
-  if (!__escape) {
-    __escape = __obj.escape = function(value) {
-      return ('' + value)
-        .replace(/&/g, '&amp;')
-        .replace(/</g, '&lt;')
-        .replace(/>/g, '&gt;')
-        .replace(/"/g, '&quot;');
-    };
-  }
-  (function() {
-    (function() {
-      if (this.agent.avatar) {
-        __out.push('\n<img class="zammad-chat-agent-avatar" src="');
-        __out.push(__sanitize(this.agent.avatar));
-        __out.push('">\n');
-      }
-    
-      __out.push('\n<span class="zammad-chat-agent-sentence">\n  <span class="zammad-chat-agent-name">');
-    
-      __out.push(__sanitize(this.agent.name));
-    
-      __out.push('</span>\n</span>');
-    
-    }).call(this);
-    
-  }).call(__obj);
-  __obj.safe = __objSafe, __obj.escape = __escape;
-  return __out.join('');
-};
-
 if (!window.zammadChatTemplates) {
  window.zammadChatTemplates = {};
 }
--- a/public/assets/chat/chat.min.js
+++ b/public/assets/chat/chat.min.js
--- a/public/assets/chat/chat.scss
+++ b/public/assets/chat/chat.scss
@ -351,15 +351,16 @@
  float: left;
  width: auto;
  height: auto;
-  min-height: 1.4em !important;
  max-height: 6em;
+  min-height: 1.4em !important;
  font-family: inherit;
-  line-height: inherit;
+  line-height: 1.4em;
  font-size: inherit;
  appearance: none;
  border: none !important;
  background: none;
  box-shadow: none !important;
+  box-sizing: content-box;
  outline: none;
  resize: none;
  flex: 1;
--- a/public/assets/chat/index.html
+++ b/public/assets/chat/index.html
--- a/public/assets/chat/jquery.autoGrow.js
+++ b/public/assets/chat/jquery.autoGrow.js
@ -14,7 +14,9 @@
 *
 * Date: October 15, 2012
 *
- * Zammad modification: remove overflow:hidden when maximum height is reached
+ * Zammad modification: 
+ *   - remove overflow:hidden when maximum height is reached
+ *   - mirror box-sizing
 *
 */

@ -44,8 +46,7 @@ jQuery.fn.autoGrow = function(options) {
      if (jQuery(textarea).height() != jQuery(mirror).height()) {
        jQuery(textarea).height(jQuery(mirror).height());

-        var maxHeight = parseInt(jQuery(textarea).css('max-height'), 10);
-        var overflow = jQuery(mirror).height() > maxHeight ? '' : 'hidden'
+        var overflow = jQuery(mirror).height() > maxHeight ? '' : 'hidden';
        jQuery(textarea).css('overflow', overflow);
      }
    }
@ -56,6 +57,9 @@ jQuery.fn.autoGrow = function(options) {

    // Create a mirror
    var mirror = createMirror(this);
+
+    // Store max-height
+    var maxHeight = parseInt(jQuery(this).css('max-height'), 10);
    
    // Style the mirror
    mirror.style.display = 'none';
@ -70,6 +74,8 @@ jQuery.fn.autoGrow = function(options) {
    mirror.style.fontFamily = jQuery(this).css('font-family');
    mirror.style.fontSize = jQuery(this).css('font-size');
    mirror.style.lineHeight = jQuery(this).css('line-height');
+    mirror.style.letterSpacing = jQuery(this).css('letter-spacing');
+    mirror.style.boxSizing = jQuery(this).css('boxSizing');

    // Style the textarea
    this.style.overflow = "hidden";
@ -77,6 +83,7 @@ jQuery.fn.autoGrow = function(options) {

    // Bind the textarea's event
    this.onkeyup = growTextarea;
+    this.onfocus = growTextarea;

    // Fire the event for text already present
    sendContentToMirror(this);
--- a/public/assets/tests/core.js
+++ b/public/assets/tests/core.js
@ -312,6 +312,27 @@ test('i18n', function() {
  var timestamp = App.i18n.translateTimestamp('2012-11-06T21:07:24Z', offset);
  equal(timestamp, '06.11.2012 21:07', 'de-de - timestamp translated correctly')

+  timestamp = App.i18n.translateTimestamp('', offset);
+  equal(timestamp, '', 'de-de - timestamp translated correctly')
+
+  timestamp = App.i18n.translateTimestamp(null, offset);
+  equal(timestamp, null, 'de-de - timestamp translated correctly')
+
+  timestamp = App.i18n.translateTimestamp(undefined, offset);
+  equal(timestamp, undefined, 'de-de - timestamp translated correctly')
+
+  var date = App.i18n.translateDate('2012-11-06', 0)
+  equal(date, '06.11.2012', 'de-de - date translated correctly')
+
+  date = App.i18n.translateDate('', 0)
+  equal(date, '', 'de-de - date translated correctly')
+
+  date = App.i18n.translateDate(null, 0)
+  equal(date, null, 'de-de - date translated correctly')
+
+  date = App.i18n.translateDate(undefined, 0)
+  equal(date, undefined, 'de-de - date translated correctly')
+
  // en
  App.i18n.set('en-us')
  translated = App.i18n.translateContent('yes')
@ -368,6 +389,27 @@ test('i18n', function() {
  timestamp = App.i18n.translateTimestamp('2012-11-06T21:07:24Z', offset)
  equal(timestamp, '11/06/2012 21:07', 'en - timestamp translated correctly')

+  timestamp = App.i18n.translateTimestamp('', offset);
+  equal(timestamp, '', 'en - timestamp translated correctly')
+
+  timestamp = App.i18n.translateTimestamp(null, offset);
+  equal(timestamp, null, 'en - timestamp translated correctly')
+
+  timestamp = App.i18n.translateTimestamp(undefined, offset);
+  equal(timestamp, undefined, 'en - timestamp translated correctly')
+
+  date = App.i18n.translateDate('2012-11-06', 0)
+  equal(date, '11/06/2012', 'en - date translated correctly')
+
+  date = App.i18n.translateDate('', 0)
+  equal(date, '', 'en - date translated correctly')
+
+  date = App.i18n.translateDate(null, 0)
+  equal(date, null, 'en - date translated correctly')
+
+  date = App.i18n.translateDate(undefined, 0)
+  equal(date, undefined, 'en - date translated correctly')
+
  // locale alias test
  // de
  App.i18n.set('de')
--- a/script/build/test_slice_tests.sh
+++ b/script/build/test_slice_tests.sh
@ -47,6 +47,8 @@ if [ "$LEVEL" == '1' ]; then
  # test/browser/maintenance_login_message_test.rb
  # test/browser/maintenance_mode_test.rb
  # test/browser/maintenance_session_message_test.rb
+  # test/browser/manage_test.rb
+  # test/browser/monitoring_test.rb
  rm test/browser/preferences_language_test.rb
  rm test/browser/preferences_permission_check_test.rb
  rm test/browser/preferences_token_access_test.rb
@ -101,6 +103,7 @@ elif [ "$LEVEL" == '2' ]; then
  rm test/browser/maintenance_mode_test.rb
  rm test/browser/maintenance_session_message_test.rb
  rm test/browser/manage_test.rb
+  rm test/browser/monitoring_test.rb
  rm test/browser/preferences_language_test.rb
  rm test/browser/preferences_permission_check_test.rb
  rm test/browser/preferences_token_access_test.rb
@ -155,6 +158,7 @@ elif [ "$LEVEL" == '3' ]; then
  rm test/browser/maintenance_mode_test.rb
  rm test/browser/maintenance_session_message_test.rb
  rm test/browser/manage_test.rb
+  rm test/browser/monitoring_test.rb
  rm test/browser/preferences_language_test.rb
  rm test/browser/preferences_permission_check_test.rb
  rm test/browser/preferences_token_access_test.rb
@ -209,6 +213,7 @@ elif [ "$LEVEL" == '4' ]; then
  rm test/browser/maintenance_mode_test.rb
  rm test/browser/maintenance_session_message_test.rb
  rm test/browser/manage_test.rb
+  rm test/browser/monitoring_test.rb
  rm test/browser/preferences_language_test.rb
  rm test/browser/preferences_permission_check_test.rb
  rm test/browser/preferences_token_access_test.rb
@ -262,6 +267,7 @@ elif [ "$LEVEL" == '5' ]; then
  rm test/browser/maintenance_mode_test.rb
  rm test/browser/maintenance_session_message_test.rb
  rm test/browser/manage_test.rb
+  rm test/browser/monitoring_test.rb
  rm test/browser/preferences_language_test.rb
  rm test/browser/preferences_permission_check_test.rb
  rm test/browser/preferences_token_access_test.rb
@ -318,6 +324,7 @@ elif [ "$LEVEL" == '6' ]; then
  rm test/browser/maintenance_mode_test.rb
  rm test/browser/maintenance_session_message_test.rb
  rm test/browser/manage_test.rb
+  rm test/browser/monitoring_test.rb
  # test/browser/preferences_language_test.rb
  # test/browser/preferences_permission_check_test.rb
  # test/browser/preferences_token_access_test.rb
--- a/spec/fixtures/import/otrs/article/attachment/default.json
+++ b/spec/fixtures/import/otrs/article/attachment/default.json
@ -0,0 +1,10 @@
+{
+  "ContentAlternative": "",
+  "ContentID": "",
+  "Disposition": "inline",
+  "Filesize": "201 Bytes",
+  "ContentType": "text/html; charset=\"utf-8\"",
+  "Filename": "ZmlsZS0y\n",
+  "FilesizeRaw": "201",
+  "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl\nIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZXQ9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9\nImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZjsgZm9udC1zaXpl\nOiAxMnB4OyI+dGVzdCAjMzwvYm9keT48L2h0bWw+\n"
+}
--- a/spec/fixtures/import/otrs/article/customer_phone.json
+++ b/spec/fixtures/import/otrs/article/customer_phone.json
@ -0,0 +1,97 @@
+{
+  "Age": 63188310,
+  "PriorityID": "3",
+  "ContentType": "text/plain; charset=utf-8",
+  "AttachmentIDOfHTMLBody": "1",
+  "DynamicField_SugarCRMCompanySelection": null,
+  "ServiceID": null,
+  "TicketFreeText11": null,
+  "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+  "DynamicField_Topic": null,
+  "StateID": "2",
+  "DynamicField_Hostname": null,
+  "Body": "test #3",
+  "DynamicField_ZammadMigratorChanged": null,
+  "EscalationTime": "0",
+  "Changed": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "DynamicField_ZarafaTN": null,
+  "DynamicField_ProcessManagementActivityID": null,
+  "DynamicField_TopicID": null,
+  "DynamicField_ScomHostname": null,
+  "Owner": "agent-2",
+  "AgeTimeUnix": 63188309,
+  "TicketFreeKey11": null,
+  "ArticleID": "3970",
+  "Created": "2014-11-21 00:17:41",
+  "DynamicField_ScomUUID": null,
+  "DynamicField_TicketFreeText11": null,
+  "DynamicField_TicketFreeKey11": null,
+  "DynamicField_ITSMReviewRequired": "No",
+  "DynamicField_OpenExchangeTicketNumber": null,
+  "DynamicField_ITSMDecisionDate": null,
+  "ArticleTypeID": "5",
+  "QueueID": "1",
+  "ReplyTo": "",
+  "DynamicField_ITSMImpact": null,
+  "TicketID": "730",
+  "DynamicField_ITSMRecoveryStartTime": null,
+  "Cc": "",
+  "EscalationResponseTime": "0",
+  "DynamicField_ProcessManagementProcessID": null,
+  "IncomingTime": "1416525461",
+  "Charset": "utf-8",
+  "DynamicField_CheckboxExample": null,
+  "DynamicField_Location": null,
+  "CustomerUserID": "BetreuterKunde2",
+  "DynamicField_Vertriebsweg": null,
+  "Attachments": [],
+  "DynamicField_CustomerLocation": null,
+  "DynamicField_SugarCRMRemoteID": null,
+  "DynamicField_OpenExchangeTN": null,
+  "Service": "",
+  "Type": "Incident",
+  "ContentCharset": "utf-8",
+  "DynamicField_TETest": null,
+  "Responsible": "root@localhost",
+  "SenderType": "customer",
+  "ResponsibleID": "1",
+  "SLA": "",
+  "MimeType": "text/plain",
+  "DynamicField_Combine": null,
+  "Subject": "test #3",
+  "InReplyTo": "",
+  "RealTillTimeNotUsed": "0",
+  "DynamicField_ScomService": null,
+  "CustomerID": "3333333333",
+  "TypeID": "1",
+  "MessageID": "",
+  "Priority": "3 normal",
+  "To": "Postmaster",
+  "DynamicField_SugarCRMCompanySelectedID": null,
+  "UntilTime": 0,
+  "EscalationUpdateTime": "0",
+  "CreatedBy": "3",
+  "Queue": "Postmaster",
+  "DynamicField_ITSMRepairStartTime": null,
+  "ToRealname": "Postmaster",
+  "State": "closed successful",
+  "SenderTypeID": "3",
+  "DynamicField_ZammadMigratorChangedOld": "1",
+  "Title": "test #3",
+  "DynamicField_ScomState": null,
+  "References": "",
+  "DynamicField_Department": null,
+  "ArticleType": "phone",
+  "StateType": "closed",
+  "FromRealname": "Betreuter Kunde",
+  "EscalationSolutionTime": "0",
+  "LockID": "1",
+  "TicketNumber": "20141121305000012",
+  "DynamicField_ITSMDecisionResult": null,
+  "Lock": "unlock",
+  "CreateTimeUnix": "1416525460",
+  "SLAID": null,
+  "DynamicField_ITSMCriticality": null,
+  "From": "\"Betreuter Kunde\" <kunde2@kunde.de>,"
+}
--- a/spec/fixtures/import/otrs/article/customer_phone_attachment.json
+++ b/spec/fixtures/import/otrs/article/customer_phone_attachment.json
@ -0,0 +1,108 @@
+{
+  "Age": 63188310,
+  "PriorityID": "3",
+  "ContentType": "text/plain; charset=utf-8",
+  "AttachmentIDOfHTMLBody": "1",
+  "DynamicField_SugarCRMCompanySelection": null,
+  "ServiceID": null,
+  "TicketFreeText11": null,
+  "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+  "DynamicField_Topic": null,
+  "StateID": "2",
+  "DynamicField_Hostname": null,
+  "Body": "test #3",
+  "DynamicField_ZammadMigratorChanged": null,
+  "EscalationTime": "0",
+  "Changed": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "DynamicField_ZarafaTN": null,
+  "DynamicField_ProcessManagementActivityID": null,
+  "DynamicField_TopicID": null,
+  "DynamicField_ScomHostname": null,
+  "Owner": "agent-2",
+  "AgeTimeUnix": 63188309,
+  "TicketFreeKey11": null,
+  "ArticleID": "3970",
+  "Created": "2014-11-21 00:17:41",
+  "DynamicField_ScomUUID": null,
+  "DynamicField_TicketFreeText11": null,
+  "DynamicField_TicketFreeKey11": null,
+  "DynamicField_ITSMReviewRequired": "No",
+  "DynamicField_OpenExchangeTicketNumber": null,
+  "DynamicField_ITSMDecisionDate": null,
+  "ArticleTypeID": "5",
+  "QueueID": "1",
+  "ReplyTo": "",
+  "DynamicField_ITSMImpact": null,
+  "TicketID": "730",
+  "DynamicField_ITSMRecoveryStartTime": null,
+  "Cc": "",
+  "EscalationResponseTime": "0",
+  "DynamicField_ProcessManagementProcessID": null,
+  "IncomingTime": "1416525461",
+  "Charset": "utf-8",
+  "DynamicField_CheckboxExample": null,
+  "DynamicField_Location": null,
+  "CustomerUserID": "BetreuterKunde2",
+  "DynamicField_Vertriebsweg": null,
+  "Attachments": [
+    {
+      "ContentAlternative": "",
+      "ContentID": "",
+      "Disposition": "inline",
+      "Filesize": "201 Bytes",
+      "ContentType": "text/html; charset=\"utf-8\"",
+      "Filename": "ZmlsZS0y\n",
+      "FilesizeRaw": "201",
+      "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl\nIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZXQ9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9\nImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZjsgZm9udC1zaXpl\nOiAxMnB4OyI+dGVzdCAjMzwvYm9keT48L2h0bWw+\n"
+    }
+  ],
+  "DynamicField_CustomerLocation": null,
+  "DynamicField_SugarCRMRemoteID": null,
+  "DynamicField_OpenExchangeTN": null,
+  "Service": "",
+  "Type": "Incident",
+  "ContentCharset": "utf-8",
+  "DynamicField_TETest": null,
+  "Responsible": "root@localhost",
+  "SenderType": "customer",
+  "ResponsibleID": "1",
+  "SLA": "",
+  "MimeType": "text/plain",
+  "DynamicField_Combine": null,
+  "Subject": "test #3",
+  "InReplyTo": "",
+  "RealTillTimeNotUsed": "0",
+  "DynamicField_ScomService": null,
+  "CustomerID": "3333333333",
+  "TypeID": "1",
+  "MessageID": "",
+  "Priority": "3 normal",
+  "To": "Postmaster",
+  "DynamicField_SugarCRMCompanySelectedID": null,
+  "UntilTime": 0,
+  "EscalationUpdateTime": "0",
+  "CreatedBy": "3",
+  "Queue": "Postmaster",
+  "DynamicField_ITSMRepairStartTime": null,
+  "ToRealname": "Postmaster",
+  "State": "closed successful",
+  "SenderTypeID": "3",
+  "DynamicField_ZammadMigratorChangedOld": "1",
+  "Title": "test #3",
+  "DynamicField_ScomState": null,
+  "References": "",
+  "DynamicField_Department": null,
+  "ArticleType": "phone",
+  "StateType": "closed",
+  "FromRealname": "Betreuter Kunde",
+  "EscalationSolutionTime": "0",
+  "LockID": "1",
+  "TicketNumber": "20141121305000012",
+  "DynamicField_ITSMDecisionResult": null,
+  "Lock": "unlock",
+  "CreateTimeUnix": "1416525460",
+  "SLAID": null,
+  "DynamicField_ITSMCriticality": null,
+  "From": "\"Betreuter Kunde\" <kunde2@kunde.de>,"
+}
--- a/spec/fixtures/import/otrs/customer/default.json
+++ b/spec/fixtures/import/otrs/customer/default.json
@ -0,0 +1,130 @@
+{
+  "ChangeTime": "2014-06-06 12:41:03",
+  "ChangeBy": "1",
+  "ValidID": "2",
+  "CustomerCompanyCity": "test922896",
+  "CreateTime": "2014-06-06 12:41:03",
+  "CustomerCompanyURL": "test922896",
+  "Config": {
+    "CustomerCompanySearchFields": [
+      "customer_id",
+      "name"
+    ],
+    "CustomerCompanyListFields": [
+      "customer_id",
+      "name"
+    ],
+    "Module": "Kernel::System::CustomerCompany::DB",
+    "CustomerCompanyKey": "customer_id",
+    "CustomerCompanySearchSuffix": "*",
+    "CacheTTL": 86400,
+    "CustomerCompanySearchListLimit": 250,
+    "CustomerCompanySearchPrefix": "",
+    "CustomerCompanyValid": "valid_id",
+    "Params": {
+      "Table": "customer_company",
+      "CaseSensitive": 0
+    },
+    "Map": [
+      [
+        "CustomerID",
+        "CustomerID",
+        "customer_id",
+        0,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyName",
+        "Customer",
+        "name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyStreet",
+        "Street",
+        "street",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyZIP",
+        "Zip",
+        "zip",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCity",
+        "City",
+        "city",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCountry",
+        "Country",
+        "country",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyURL",
+        "URL",
+        "url",
+        1,
+        0,
+        "var",
+        "[% Data.CustomerCompanyURL | html %]",
+        0
+      ],
+      [
+        "CustomerCompanyComment",
+        "Comment",
+        "comments",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "ValidID",
+        "Valid",
+        "valid_id",
+        0,
+        1,
+        "int",
+        "",
+        0
+      ]
+    ],
+    "Name": "Database Backend"
+  },
+  "CustomerCompanyName": "test922896",
+  "CustomerCompanyCountry": "test922896",
+  "CustomerID": "test922896",
+  "CustomerCompanyStreet": "test922896",
+  "CustomerCompanyComment": "test922896",
+  "CustomerCompanyZIP": "test922896",
+  "Source": "CustomerCompany",
+  "CreateBy": "1"
+}
--- a/spec/fixtures/import/otrs/customer_user/default.json
+++ b/spec/fixtures/import/otrs/customer_user/default.json
@ -0,0 +1,348 @@
+{
+  "CustomerCompanyCity": "test712259",
+  "Config": {
+    "CustomerUserEmailUniqCheck": 1,
+    "CustomerUserSearchListLimit": 250,
+    "CustomerCompanySupport": 1,
+    "CustomerValid": "valid_id",
+    "CustomerUserSearchFields": [
+      "login",
+      "first_name",
+      "last_name",
+      "customer_id"
+    ],
+    "CustomerUserSearchPrefix": "*",
+    "Params": {
+      "Table": "customer_user",
+      "CaseSensitive": 0
+    },
+    "CustomerUserListFields": [
+      "first_name",
+      "last_name",
+      "email"
+    ],
+    "Map": [
+      [
+        "UserTitle",
+        "Title",
+        "title",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserFirstname",
+        "Firstname",
+        "first_name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserLastname",
+        "Lastname",
+        "last_name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserLogin",
+        "Username",
+        "login",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserPassword",
+        "Password",
+        "pw",
+        0,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserEmail",
+        "Email",
+        "email",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserCustomerID",
+        "CustomerID",
+        "customer_id",
+        0,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserPhone",
+        "Phone",
+        "phone",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserFax",
+        "Fax",
+        "fax",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserMobile",
+        "Mobile",
+        "mobile",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserStreet",
+        "Street",
+        "street",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserZip",
+        "Zip",
+        "zip",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserCity",
+        "City",
+        "city",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserCountry",
+        "Country",
+        "country",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserComment",
+        "Comment",
+        "comments",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "ValidID",
+        "Valid",
+        "valid_id",
+        0,
+        1,
+        "int",
+        "",
+        0
+      ]
+    ],
+    "CustomerKey": "login",
+    "CustomerUserSearchSuffix": "*",
+    "Module": "Kernel::System::CustomerUser::DB",
+    "CacheTTL": 86400,
+    "Selections": {},
+    "CustomerID": "customer_id",
+    "Name": "Database Backend",
+    "CustomerUserPostMasterSearchFields": [
+      "email"
+    ],
+    "CustomerUserNameFields": [
+      "title",
+      "first_name",
+      "last_name"
+    ]
+  },
+  "UserCustomerID": "test712259",
+  "CustomerCompanyComment": "test712259",
+  "Source": "CustomerUser",
+  "UserTitle": "",
+  "CompanyConfig": {
+    "CustomerCompanySearchFields": [
+      "customer_id",
+      "name"
+    ],
+    "CustomerCompanyListFields": [
+      "customer_id",
+      "name"
+    ],
+    "Module": "Kernel::System::CustomerCompany::DB",
+    "CustomerCompanyKey": "customer_id",
+    "CustomerCompanySearchSuffix": "*",
+    "CacheTTL": 86400,
+    "CustomerCompanySearchListLimit": 250,
+    "CustomerCompanySearchPrefix": "",
+    "CustomerCompanyValid": "valid_id",
+    "Params": {
+      "Table": "customer_company",
+      "CaseSensitive": 0
+    },
+    "Map": [
+      [
+        "CustomerID",
+        "CustomerID",
+        "customer_id",
+        0,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyName",
+        "Customer",
+        "name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyStreet",
+        "Street",
+        "street",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyZIP",
+        "Zip",
+        "zip",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCity",
+        "City",
+        "city",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCountry",
+        "Country",
+        "country",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyURL",
+        "URL",
+        "url",
+        1,
+        0,
+        "var",
+        "[% Data.CustomerCompanyURL | html %]",
+        0
+      ],
+      [
+        "CustomerCompanyComment",
+        "Comment",
+        "comments",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "ValidID",
+        "Valid",
+        "valid_id",
+        0,
+        1,
+        "int",
+        "",
+        0
+      ]
+    ],
+    "Name": "Database Backend"
+  },
+  "UserZip": null,
+  "UserLastname": "test669673",
+  "ChangeBy": "1",
+  "CreateTime": "2014-06-07 02:31:31",
+  "UserLogin": "test669673",
+  "UserPhone": null,
+  "CustomerID": "test712259",
+  "CustomerCompanyValidID": "1",
+  "CustomerCompanyZIP": "test712259",
+  "UserCountry": null,
+  "UserPassword": "f8be19af2f25837a31eff9131b0e47a5173290652c04a48b49b86474d48825ee",
+  "ValidID": "1",
+  "UserRefreshTime": "0",
+  "UserEmail": "qa100@t-online.de",
+  "UserComment": "",
+  "UserID": "test669673",
+  "UserFirstname": "test669673",
+  "CustomerCompanyCountry": "test712259",
+  "UserFax": null,
+  "CreateBy": "1",
+  "ChangeTime": "2014-06-07 02:31:31",
+  "UserShowTickets": "25",
+  "UserStreet": null,
+  "CustomerCompanyURL": "test712259",
+  "CustomerCompanyName": "test712259",
+  "UserMobile": null,
+  "CustomerCompanyStreet": "test712259",
+  "UserCity": null
+}
--- a/spec/fixtures/import/otrs/dynamic_field/checkbox/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/checkbox/default.json
@ -0,0 +1,15 @@
+{
+  "ID": "47",
+  "ChangeTime": "2016-05-25 11:14:05",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2016-05-25 11:14:05",
+  "Label": "Checkbox Example",
+  "FieldOrder": "26",
+  "Config": {
+    "DefaultValue": "1"
+  },
+  "FieldType": "Checkbox",
+  "Name": "CheckboxExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/date/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/date/default.json
@ -0,0 +1,19 @@
+{
+  "ID": "46",
+  "ChangeTime": "2016-05-25 11:14:06",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2014-11-23 20:01:32",
+  "Label": "Date Example",
+  "FieldOrder": "40",
+  "Config": {
+    "YearsPeriod": "0",
+    "YearsInFuture": "0",
+    "DefaultValue": "0",
+    "YearsInPast": "0",
+    "Link": ""
+  },
+  "FieldType": "Date",
+  "Name": "DateExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/date_time/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/date_time/default.json
@ -0,0 +1,19 @@
+{
+  "ID": "16",
+  "ChangeTime": "2014-09-12 09:31:58",
+  "InternalField": "1",
+  "ValidID": "1",
+  "CreateTime": "2014-06-26 09:53:21",
+  "Label": "DateTime Example",
+  "FieldOrder": "16",
+  "Config": {
+    "YearsPeriod": "1",
+    "YearsInFuture": "1",
+    "DefaultValue": "259200",
+    "YearsInPast": "9",
+    "Link": ""
+  },
+  "FieldType": "DateTime",
+  "Name": "DateTimeExample",
+  "ObjectType": "Ticket"
+}
--- a/Show more
+++ b/Show more