- Major refactoring of Zendesk import logic including introduction of RSpec tests.

- Fixed issue #487: No login possible after zendesk import.

app/assets/javascripts/app/views/import/zendesk.jst.eco

@@ -31,7 +31,9 @@
       <div class="wizard-body flex vertical justified">
         <p>
           <%- @T('Enter your Email address and the Zendesk API token gained from your') %> <a class="js-zendeskUrlApiToken" target="_blank"><%- @T('admin interface') %></a>
-
+        </p>
+        <p>
+          <%- @T('Attention: These will be your login credentials after the import is completed.') %>
         </p>
         <div class="form-group">
           <label for="zendesk-email">Email address</label>

lib/import/base_factory.rb

@@ -4,13 +4,25 @@ module Import
     # rubocop:disable Style/ModuleFunction
     extend self
 
+    def import_action(records, *args)
+      pre_import_hook(records)
+      import_loop(records) do |record|
+        next if skip?(record)
+        backend_instance = create_instance(record, *args)
+        post_import_hook(record, backend_instance)
+      end
+    end
+
     def import(_records)
-      raise 'Missing implementation for import method for this factory'
+      raise 'Missing import method implementation for this factory'
     end
 
     def pre_import_hook(_records)
     end
 
+    def post_import_hook(_record, _backend_instance)
+    end
+
     def backend_class(_record)
       "Import::#{module_name}".constantize
     end
@@ -21,6 +33,14 @@ module Import
 
     private
 
+    def create_instance(record, *args)
+      backend_class(record).new(record, *args)
+    end
+
+    def import_loop(records, &import_block)
+      records.each(&import_block)
+    end
+
     def module_name
       name.to_s.sub(/Import::/, '').sub(/Factory/, '')
     end

lib/import/factory.rb

@@ -4,13 +4,6 @@ module Import
 
     # 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
+    alias import import_action
   end
 end

lib/import/transaction_factory.rb

@@ -7,11 +7,7 @@ module Import
 
     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
+        import_action(records)
       end
     end
   end

lib/import/zendesk/async.rb

@@ -0,0 +1,65 @@
+module Import
+  module Zendesk
+    module Async
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def start_bg
+        Setting.reload
+
+        Import::Zendesk.connection_test
+
+        # get statistic before starting import
+        statistic
+
+        # 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::Zendesk.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

lib/import/zendesk/base_factory.rb

@@ -0,0 +1,16 @@
+module Import
+  module Zendesk
+    module BaseFactory
+      include Import::Factory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      private
+
+      def import_loop(records, &import_block)
+        records.all!(&import_block)
+      end
+    end
+  end
+end

lib/import/zendesk/group.rb

@@ -0,0 +1,21 @@
+module Import
+  module Zendesk
+    class Group
+      include Import::Helper
+
+      attr_reader :zendesk_id, :id
+
+      def initialize(group)
+        local_group = ::Group.create_if_not_exists(
+          name:          group.name,
+          active:        !group.deleted,
+          updated_by_id: 1,
+          created_by_id: 1
+        )
+
+        @zendesk_id = group.id
+        @id         = local_group.id
+      end
+    end
+  end
+end

lib/import/zendesk/group_factory.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    module GroupFactory
+      extend Import::Zendesk::BaseFactory
+      extend Import::Zendesk::LocalIDMapperHook
+    end
+  end
+end

lib/import/zendesk/helper.rb

@@ -0,0 +1,19 @@
+module Import
+  module Zendesk
+    module Helper
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      private
+
+      def get_fields(zendesk_fields)
+        return {} if !zendesk_fields
+        fields = {}
+        zendesk_fields.each { |key, value|
+          fields[key] = value
+        }
+        fields
+      end
+    end
+  end
+end

lib/import/zendesk/import_stats.rb

@@ -0,0 +1,61 @@
+module Import
+  module Zendesk
+    module ImportStats
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def current_state
+
+        data = statistic
+
+        {
+          Group: {
+            done: ::Group.count,
+            total: data['Groups'] || 0,
+          },
+          Organization: {
+            done: ::Organization.count,
+            total: data['Organizations'] || 0,
+          },
+          User: {
+            done: ::User.count,
+            total: data['Users'] || 0,
+          },
+          Ticket: {
+            done: ::Ticket.count,
+            total: data['Tickets'] || 0,
+          },
+        }
+      end
+
+      def statistic
+
+        # check cache
+        cache = Cache.get('import_zendesk_stats')
+        return cache if cache
+
+        # retrive statistic
+        result = {
+          'Tickets'            => 0,
+          'TicketFields'       => 0,
+          'UserFields'         => 0,
+          'OrganizationFields' => 0,
+          'Groups'             => 0,
+          'Organizations'      => 0,
+          'Users'              => 0,
+          'GroupMemberships'   => 0,
+          'Macros'             => 0,
+          'Views'              => 0,
+          'Automations'        => 0,
+        }
+
+        result.each { |object, _score|
+          result[ object ] = Import::Zendesk::Requester.client.send( object.underscore.to_sym ).count!
+        }
+
+        Cache.write('import_zendesk_stats', result)
+        result
+      end
+    end
+  end
+end

lib/import/zendesk/local_id_mapper_hook.rb

@@ -0,0 +1,25 @@
+module Import
+  module Zendesk
+    module LocalIDMapperHook
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def local_id(zendesk_id)
+        init_mapping
+        @zendesk_mapping[ zendesk_id ]
+      end
+
+      def post_import_hook(_record, backend_instance)
+        init_mapping
+        @zendesk_mapping[ backend_instance.zendesk_id ] = backend_instance.id
+      end
+
+      private
+
+      def init_mapping
+        @zendesk_mapping ||= {}
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute.rb

@@ -0,0 +1,73 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+
+      def initialize(object, name, attribute)
+
+        initialize_data_option(attribute)
+        init_callback(attribute)
+
+        add(object, name, attribute)
+      end
+
+      private
+
+      def init_callback(_attribute)
+        raise 'Missing init_callback method implementation for this object attribute'
+      end
+
+      def add(object, name, attribute)
+        ObjectManager::Attribute.add( attribute_config(object, name, attribute) )
+        ObjectManager::Attribute.migration_execute(false)
+      end
+
+      def attribute_config(object, name, attribute)
+        {
+          object:        object,
+          name:          name,
+          display:       attribute.title,
+          data_type:     data_type(attribute),
+          data_option:   @data_option,
+          editable:      !attribute.removable,
+          active:        attribute.active,
+          screens:       screens(attribute),
+          position:      attribute.position,
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+      end
+
+      def screens(attribute)
+        config = {
+          view: {
+            '-all-' => {
+              shown: true,
+            },
+          }
+        }
+
+        return config if !attribute.visible_in_portal && attribute.required_in_portal
+
+        {
+          edit: {
+            Customer: {
+              shown: attribute.visible_in_portal,
+              null: !attribute.required_in_portal,
+            },
+          }.merge(config)
+        }
+      end
+
+      def initialize_data_option(attribute)
+        @data_option = {
+          null: !attribute.required,
+          note: attribute.description,
+        }
+      end
+
+      def data_type(attribute)
+        attribute.type
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/checkbox.rb

@@ -0,0 +1,23 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Checkbox < Import::Zendesk::ObjectAttribute
+        def init_callback(_object_attribte)
+          @data_option.merge!(
+            default: false,
+            options: {
+              true  => 'yes',
+              false => 'no',
+            },
+          )
+        end
+
+        private
+
+        def data_type(_attribute)
+          'boolean'
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/date.rb

@@ -0,0 +1,20 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/zendesk/object_attribute'
+
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Date < Import::Zendesk::ObjectAttribute
+        def init_callback(_object_attribte)
+          @data_option.merge!(
+            future: true,
+            past:   true,
+            diff:   0,
+          )
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/decimal.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Decimal < Import::Zendesk::ObjectAttribute::Text
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/dropdown.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Dropdown < Import::Zendesk::ObjectAttribute::Select
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/integer.rb

@@ -0,0 +1,25 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/zendesk/object_attribute'
+
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Integer < Import::Zendesk::ObjectAttribute
+        def init_callback(_object_attribte)
+          @data_option.merge!(
+            min: 0,
+            max: 999_999_999,
+          )
+        end
+
+        private
+
+        def data_type(_attribute)
+          'integer'
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/regexp.rb

@@ -0,0 +1,26 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/zendesk/object_attribute'
+
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Regexp < Import::Zendesk::ObjectAttribute
+        def init_callback(object_attribte)
+          @data_option.merge!(
+            type:      'text',
+            maxlength: 255,
+            regex:     object_attribte.regexp_for_validation,
+          )
+        end
+
+        private
+
+        def data_type(_attribute)
+          'input'
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/select.rb

@@ -0,0 +1,28 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Select < Import::Zendesk::ObjectAttribute
+        def init_callback(object_attribte)
+          @data_option.merge!(
+            default: '',
+            options: options(object_attribte),
+          )
+        end
+
+        private
+
+        def data_type(_attribute)
+          'select'
+        end
+
+        def options(object_attribte)
+          result = {}
+          object_attribte.custom_field_options.each { |entry|
+            result[ entry['value'] ] = entry['name']
+          }
+          result
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/tagger.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Tagger < Import::Zendesk::ObjectAttribute::Select
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/text.rb

@@ -0,0 +1,20 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Text < Import::Zendesk::ObjectAttribute
+        def init_callback(_object_attribte)
+          @data_option.merge!(
+            type:      'text',
+            maxlength: 255,
+          )
+        end
+
+        private
+
+        def data_type(_attribute)
+          'input'
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_attribute/textarea.rb

@@ -0,0 +1,20 @@
+module Import
+  module Zendesk
+    class ObjectAttribute
+      class Textarea < Import::Zendesk::ObjectAttribute
+        def init_callback(_object_attribte)
+          @data_option.merge!(
+            type:      'textarea',
+            maxlength: 255,
+          )
+        end
+
+        private
+
+        def data_type(_attribute)
+          'input'
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/object_field.rb

@@ -0,0 +1,39 @@
+module Import
+  module Zendesk
+    class ObjectField
+
+      attr_reader :zendesk_id, :id
+
+      def initialize(object_field)
+
+        import(object_field)
+
+        @zendesk_id = object_field.id
+        @id         = local_name(object_field)
+      end
+
+      private
+
+      def local_name(object_field)
+        return @local_name if @local_name
+        @local_name = remote_name(object_field).gsub(/\s/, '_').downcase
+      end
+
+      def remote_name(object_field)
+        object_field['key'] # TODO: y?!
+      end
+
+      def import(object_field)
+        backend_class(object_field).new(object_name, local_name(object_field), object_field)
+      end
+
+      def backend_class(object_field)
+        "Import::Zendesk::ObjectAttribute::#{object_field.type  .capitalize}".constantize
+      end
+
+      def object_name
+        self.class.name.to_s.sub(/Import::Zendesk::/, '').sub(/Field/, '')
+      end
+    end
+  end
+end

lib/import/zendesk/organization.rb

@@ -0,0 +1,34 @@
+# https://developer.zendesk.com/rest_api/docs/core/organizations
+module Import
+  module Zendesk
+    class Organization
+      include Import::Zendesk::Helper
+
+      attr_reader :zendesk_id, :id
+
+      def initialize(organization)
+        local_organization = ::Organization.create_if_not_exists(local_organization_fields(organization))
+        @zendesk_id        = organization.id
+        @id                = local_organization.id
+      end
+
+      private
+
+      def local_organization_fields(organization)
+        {
+          name:          organization.name,
+          note:          organization.note,
+          shared:        organization.shared_tickets,
+          # shared: organization.shared_comments, # TODO, not yet implemented
+          # }.merge(organization.organization_fields) # TODO
+          updated_by_id: 1,
+          created_by_id: 1
+        }.merge(custom_fields(organization))
+      end
+
+      def custom_fields(organization)
+        get_fields(organization.organization_fields)
+      end
+    end
+  end
+end

lib/import/zendesk/organization_factory.rb

@@ -0,0 +1,10 @@
+module Import
+  module Zendesk
+    module OrganizationFactory
+      # we need to loop over each instead of all!
+      # so we can use the default import factory here
+      extend Import::Factory
+      extend Import::Zendesk::LocalIDMapperHook
+    end
+  end
+end

lib/import/zendesk/organization_field.rb

@@ -0,0 +1,6 @@
+module Import
+  module Zendesk
+    class OrganizationField < Import::Zendesk::ObjectField
+    end
+  end
+end

lib/import/zendesk/organization_field_factory.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    module OrganizationFieldFactory
+      extend Import::Zendesk::BaseFactory
+      extend Import::Zendesk::LocalIDMapperHook
+    end
+  end
+end

lib/import/zendesk/priority.rb

@@ -0,0 +1,32 @@
+module Import
+  module Zendesk
+    class Priority
+
+      MAPPING = {
+        'low'    => '1 low',
+        nil      => '2 normal',
+        'normal' => '2 normal',
+        'high'   => '3 high',
+        'urgent' => '3 high',
+      }.freeze
+
+      class << self
+
+        def lookup(ticket)
+          remote_priority = ticket.priority
+          @mapping ||= {}
+          if @mapping[ remote_priority ]
+            return @mapping[ remote_priority ]
+          end
+          @mapping[ remote_priority ] = ::Ticket::Priority.lookup( name: map(remote_priority) )
+        end
+
+        private
+
+        def map(priority)
+          MAPPING.fetch(priority, MAPPING[nil])
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/requester.rb

@@ -0,0 +1,39 @@
+module Import
+  module Zendesk
+    module Requester
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def connection_test
+        # make sure to reinitialize client
+        # to react to config changes
+        initialize_client
+        return true if client.users.first
+        false
+      end
+
+      def client
+        return @client if @client
+        initialize_client
+        @client
+      end
+
+      private
+
+      def initialize_client
+        @client = ZendeskAPI::Client.new do |config|
+          config.url = Setting.get('import_zendesk_endpoint')
+
+          # Basic / Token Authentication
+          config.username = Setting.get('import_zendesk_endpoint_username')
+          config.token    = Setting.get('import_zendesk_endpoint_key')
+
+          # when hitting the rate limit, sleep automatically,
+          # then retry the request.
+          config.retry = true
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/state.rb

@@ -0,0 +1,29 @@
+module Import
+  module Zendesk
+    class State
+
+      MAPPING = {
+        'pending' => 'pending reminder',
+        'solved'  => 'closed',
+      }.freeze
+
+      class << self
+
+        def lookup(ticket)
+          remote_state = ticket.status
+          @mapping ||= {}
+          if @mapping[ remote_state ]
+            return @mapping[ remote_state ]
+          end
+          @mapping[ remote_state ] = ::Ticket::State.lookup( name: map( remote_state ) )
+        end
+
+        private
+
+        def map(state)
+          MAPPING.fetch(state, state)
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket.rb

@@ -0,0 +1,73 @@
+# https://developer.zendesk.com/rest_api/docs/core/tickets
+# https://developer.zendesk.com/rest_api/docs/core/ticket_comments#ticket-comments
+# https://developer.zendesk.com/rest_api/docs/core/ticket_audits#the-via-object
+# https://developer.zendesk.com/rest_api/docs/help_center/article_attachments
+# https://developer.zendesk.com/rest_api/docs/core/ticket_audits # v2
+module Import
+  module Zendesk
+    class Ticket
+      include Import::Helper
+
+      def initialize(ticket)
+        create_or_update(ticket)
+        Import::Zendesk::Ticket::TagFactory.import(ticket.tags, @local_ticket, ticket)
+        Import::Zendesk::Ticket::CommentFactory.import(ticket.comments, @local_ticket, ticket)
+      end
+
+      private
+
+      def create_or_update(ticket)
+        mapped_ticket = local_ticket_fields(ticket)
+        return if updated?(mapped_ticket)
+        create(mapped_ticket)
+      end
+
+      def updated?(ticket)
+        @local_ticket = ::Ticket.find_by(id: ticket[:id])
+        return false if !@local_ticket
+        @local_ticket.update_attributes(ticket)
+        true
+      end
+
+      def create(ticket)
+        @local_ticket = ::Ticket.create(ticket)
+        reset_primary_key_sequence('tickets')
+      end
+
+      def local_ticket_fields(ticket)
+        local_user_id = Import::Zendesk::UserFactory.local_id( ticket.requester_id ) || 1
+
+        {
+          id:                       ticket.id,
+          title:                    ticket.subject,
+          note:                     ticket.description,
+          group_id:                 Import::Zendesk::GroupFactory.local_id( ticket.group_id ) || 1,
+          customer_id:              local_user_id,
+          organization_id:          Import::Zendesk::OrganizationFactory.local_id( ticket.organization_id ),
+          priority:                 Import::Zendesk::Priority.lookup(ticket),
+          state:                    Import::Zendesk::State.lookup(ticket),
+          pending_time:             ticket.due_at,
+          updated_at:               ticket.updated_at,
+          created_at:               ticket.created_at,
+          updated_by_id:            local_user_id,
+          created_by_id:            local_user_id,
+          create_article_sender_id: Import::Zendesk::Ticket::Comment::Sender.local_id(local_user_id),
+          create_article_type_id:   Import::Zendesk::Ticket::Comment::Type.local_id(ticket),
+        }.merge(custom_fields(ticket))
+      end
+
+      def custom_fields(ticket)
+        custom_fields = ticket.custom_fields
+        fields = {}
+        return fields if !custom_fields
+        custom_fields.each do |custom_field|
+          field_name  = Import::Zendesk::TicketFieldFactory.local_id(custom_field['id'])
+          field_value = custom_field['value']
+          next if field_value.nil?
+          fields[ field_name.to_sym ] = field_value
+        end
+        fields
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/comment.rb

@@ -0,0 +1,71 @@
+module Import
+  module Zendesk
+    class Ticket
+      class Comment
+
+        def initialize(comment, local_ticket, _zendesk_ticket)
+          create_or_update(comment, local_ticket)
+          import_attachments(comment)
+        end
+
+        private
+
+        def create_or_update(comment, local_ticket)
+          mapped_article = local_article_fields(comment, local_ticket)
+          return if updated?(mapped_article)
+          create(mapped_article)
+        end
+
+        def updated?(article)
+          @local_article = ::Ticket::Article.find_by(message_id: article[:message_id])
+          return false if !@local_article
+          @local_article.update_attributes(article)
+          true
+        end
+
+        def create(article)
+          @local_article = ::Ticket::Article.create(article)
+        end
+
+        def local_article_fields(comment, local_ticket)
+
+          local_user_id = Import::Zendesk::UserFactory.local_id( comment.author_id ) || 1
+
+          {
+            ticket_id:     local_ticket.id,
+            body:          comment.html_body,
+            content_type:  'text/html',
+            internal:      !comment.public,
+            message_id:    comment.id,
+            updated_by_id: local_user_id,
+            created_by_id: local_user_id,
+            sender_id:     Import::Zendesk::Ticket::Comment::Sender.local_id( local_user_id ),
+            type_id:       Import::Zendesk::Ticket::Comment::Type.local_id(comment),
+          }.merge(from_to(comment))
+        end
+
+        def from_to(comment)
+          if comment.via.channel == 'email'
+            {
+              from: comment.via.source.from.address,
+              to:   comment.via.source.to.address # Notice comment.via.from.original_recipients = [\"another@gmail.com\", \"support@example.zendesk.com\"]
+            }
+          elsif comment.via.channel == 'facebook'
+            {
+              from: comment.via.source.from.facebook_id,
+              to:   comment.via.source.to.facebook_id
+            }
+          else
+            {}
+          end
+        end
+
+        def import_attachments(comment)
+          attachments = comment.attachments
+          return if attachments.empty?
+          Import::Zendesk::Ticket::Comment::AttachmentFactory.import(attachments, @local_article)
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/comment/attachment.rb

@@ -0,0 +1,43 @@
+module Import
+  module Zendesk
+    class Ticket
+      class Comment
+        class Attachment
+          extend Import::Helper
+
+          def initialize(attachment, local_article)
+
+            response = request(attachment)
+            return if !response
+
+            ::Store.add(
+              object:      'Ticket::Article',
+              o_id:        local_article.id,
+              data:        response.body,
+              filename:    attachment.file_name,
+              preferences: {
+                'Content-Type' => attachment.content_type
+              },
+              created_by_id: 1
+            )
+          end
+
+          private
+
+          def request(attachment)
+            response = UserAgent.get(
+              attachment.content_url,
+              {},
+              {
+                open_timeout: 10,
+                read_timeout: 60,
+              },
+            )
+            return response if response.success?
+            log response.error
+          end
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/comment/attachment_factory.rb

@@ -0,0 +1,20 @@
+module Import
+  module Zendesk
+    class Ticket
+      class Comment
+        module AttachmentFactory
+          # we need to loop over each instead of all!
+          # so we can use the default import factory here
+          extend Import::Factory
+
+          private
+
+          def create_instance(record, *args)
+            local_article = args[0]
+            backend_class(record).new(record, local_article)
+          end
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/comment/sender.rb

@@ -0,0 +1,49 @@
+module Import
+  module Zendesk
+    class Ticket
+      class Comment
+        module Sender
+
+          # rubocop:disable Style/ModuleFunction
+          extend self
+
+          def local_id(user_id)
+            author = author_lookup(user_id)
+            sender_id(author)
+          end
+
+          private
+
+          def author_lookup(user_id)
+            ::User.find( user_id )
+          end
+
+          def sender_id(author)
+            if author.role?('Customer')
+              article_sender_customer
+            elsif author.role?('Agent')
+              article_sender_agent
+            else
+              article_sender_system
+            end
+          end
+
+          def article_sender_customer
+            return @article_sender_customer if @article_sender_customer
+            @article_sender_customer = ::Ticket::Article::Sender.lookup(name: 'Customer').id
+          end
+
+          def article_sender_agent
+            return @article_sender_agent if @article_sender_agent
+            @article_sender_agent = ::Ticket::Article::Sender.lookup(name: 'Agent').id
+          end
+
+          def article_sender_system
+            return @article_sender_system if @article_sender_system
+            @article_sender_system = ::Ticket::Article::Sender.lookup(name: 'System').id
+          end
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/comment/type.rb

@@ -0,0 +1,60 @@
+module Import
+  module Zendesk
+    class Ticket
+      class Comment
+        module Type
+
+          # rubocop:disable Style/ModuleFunction
+          extend self
+
+          def local_id(object)
+            case object.via.channel
+            when 'web'
+              article_type_id[:web]
+            when 'email'
+              article_type_id[:email]
+            when 'sample_ticket'
+              article_type_id[:note]
+            when 'twitter'
+              if object.via.source.rel == 'mention'
+                article_type_id[:twitter_status]
+              else
+                article_type_id[:twitter_direct_message]
+              end
+            when 'facebook'
+              if object.via.source.rel == 'post'
+                article_type_id[:facebook_feed_post]
+              else
+                article_type_id[:facebook_feed_comment]
+              end
+            # fallback for other not (yet) supported article types
+            # See:
+            # https://support.zendesk.com/hc/en-us/articles/203661746-Zendesk-Glossary#topic_zie_aqe_tf
+            # https://support.zendesk.com/hc/en-us/articles/203661596-About-Zendesk-Support-channels
+            else
+              article_type_id[:web]
+            end
+          end
+
+          private
+
+          def article_type_id
+            return @article_type_id if @article_type_id
+
+            article_types = ['web', 'note', 'email', 'twitter status',
+                             'twitter direct-message', 'facebook feed post',
+                             'facebook feed comment']
+            @article_type_id = {}
+            article_types.each do |article_type|
+
+              article_type_key = article_type.gsub(/\s|\-/, '_').to_sym
+
+              @article_type_id[article_type_key] = ::Ticket::Article::Type.lookup(name: article_type).id
+            end
+            @article_type_id
+          end
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/comment_factory.rb

@@ -0,0 +1,9 @@
+module Import
+  module Zendesk
+    class Ticket
+      module CommentFactory
+        extend Import::Zendesk::Ticket::SubObjectFactory
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/sub_object_factory.rb

@@ -0,0 +1,21 @@
+module Import
+  module Zendesk
+    class Ticket
+      module SubObjectFactory
+        # we need to loop over each instead of all!
+        # so we can use the default import factory here
+        include Import::Factory
+
+        private
+
+        def create_instance(record, *args)
+
+          local_ticket   = args[0]
+          zendesk_ticket = args[1]
+
+          backend_class(record).new(record, local_ticket, zendesk_ticket)
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/tag.rb

@@ -0,0 +1,16 @@
+module Import
+  module Zendesk
+    class Ticket
+      class Tag
+        def initialize(tag, local_ticket, zendesk_ticket)
+          ::Tag.tag_add(
+            object:        'Ticket',
+            o_id:          local_ticket.id,
+            item:          tag.id,
+            created_by_id: Import::Zendesk::UserFactory.local_id(zendesk_ticket.requester_id) || 1,
+          )
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/ticket/tag_factory.rb

@@ -0,0 +1,9 @@
+module Import
+  module Zendesk
+    class Ticket
+      module TagFactory
+        extend Import::Zendesk::Ticket::SubObjectFactory
+      end
+    end
+  end
+end

lib/import/zendesk/ticket_factory.rb

@@ -0,0 +1,7 @@
+module Import
+  module Zendesk
+    module TicketFactory
+      extend Import::Zendesk::BaseFactory
+    end
+  end
+end

lib/import/zendesk/ticket_field.rb

@@ -0,0 +1,12 @@
+module Import
+  module Zendesk
+    class TicketField < Import::Zendesk::ObjectField
+
+      private
+
+      def remote_name(ticket_field)
+        ticket_field.title
+      end
+    end
+  end
+end

lib/import/zendesk/ticket_field_factory.rb

@@ -0,0 +1,33 @@
+module Import
+  module Zendesk
+    module TicketFieldFactory
+      extend Import::Zendesk::BaseFactory
+      extend Import::Zendesk::LocalIDMapperHook
+
+      MAPPING = {
+        'subject'     => 'title',
+        'description' => 'note',
+        'status'      => 'state_id',
+        'tickettype'  => 'type',
+        'priority'    => 'priority_id',
+        'group'       => 'group_id',
+        'assignee'    => 'owner_id',
+      }.freeze
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def skip?(field)
+        # check if the Ticket object already has a same named column / attribute
+        # so we want to skip instead of importing it
+        Ticket.column_names.include?( local_attribute(field) )
+      end
+
+      private
+
+      def local_attribute(field)
+        MAPPING.fetch(field.type, field.type)
+      end
+    end
+  end
+end

lib/import/zendesk/user.rb

@@ -0,0 +1,75 @@
+# Rails autoload has some issues with same namend sub-classes
+# in the importer folder require AND simultaniuos requiring
+# of the same file in different threads so we need to
+# require them ourself
+require 'import/zendesk/user/group'
+require 'import/zendesk/user/role'
+
+# https://developer.zendesk.com/rest_api/docs/core/users
+module Import
+  module Zendesk
+    class User
+      include Import::Zendesk::Helper
+
+      attr_reader :zendesk_id, :id
+
+      def initialize(user)
+        local_user  = ::User.create_or_update( local_user_fields(user) )
+        @zendesk_id = user.id
+        @id         = local_user.id
+      end
+
+      private
+
+      def local_user_fields(user)
+        {
+          login:           login(user),
+          firstname:       user.name,
+          email:           user.email,
+          phone:           user.phone,
+          password:        password(user),
+          active:          !user.suspended,
+          groups:          Import::Zendesk::User::Group.for(user),
+          roles:           roles(user),
+          note:            user.notes,
+          verified:        user.verified,
+          organization_id: Import::Zendesk::OrganizationFactory.local_id( user.organization_id ),
+          last_login:      user.last_login_at,
+          image_source:    photo(user),
+          updated_by_id:   1,
+          created_by_id:   1
+        }.merge(custom_fields(user))
+      end
+
+      def login(user)
+        return user.email if user.email
+        # Zendesk users may have no other identifier than the ID, e.g. twitter users
+        user.id.to_s
+      end
+
+      def password(user)
+        return Setting.get('import_zendesk_endpoint_key') if import_user?(user)
+        ''
+      end
+
+      def roles(user)
+        return Import::Zendesk::User::Role.map(user, 'admin') if import_user?(user)
+        Import::Zendesk::User::Role.for(user)
+      end
+
+      def import_user?(user)
+        return false if user.email.blank?
+        user.email == Setting.get('import_zendesk_endpoint_username')
+      end
+
+      def photo(user)
+        return if !user.photo
+        user.photo.content_url
+      end
+
+      def custom_fields(user)
+        get_fields(user.user_fields)
+      end
+    end
+  end
+end

lib/import/zendesk/user/group.rb

@@ -0,0 +1,51 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/zendesk/user'
+
+# https://developer.zendesk.com/rest_api/docs/core/groups
+module Import
+  module Zendesk
+    class User
+      module Group
+
+        # rubocop:disable Style/ModuleFunction
+        extend self
+
+        def for(user)
+          groups = []
+          return groups if mapping[user.id].empty?
+
+          mapping[user.id].each { |zendesk_group_id|
+
+            local_group_id = Import::Zendesk::GroupFactory.local_id(zendesk_group_id)
+
+            next if !local_group_id
+
+            group = ::Group.find( local_group_id )
+
+            groups.push(group)
+          }
+          groups
+        end
+
+        private
+
+        def mapping
+
+          return @mapping if !@mapping.nil?
+
+          @mapping = {}
+
+          Import::Zendesk::Requester.client.group_memberships.all! { |group_membership|
+
+            @mapping[ group_membership.user_id ] ||= []
+            @mapping[ group_membership.user_id ].push( group_membership.group_id )
+          }
+
+          @mapping
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/user/role.rb

@@ -0,0 +1,62 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/zendesk/user'
+
+module Import
+  module Zendesk
+    class User
+      module Role
+        extend Import::Helper
+
+        # rubocop:disable Style/ModuleFunction
+        extend self
+
+        def for(user)
+          map(user, group_method( user.role.name ))
+        end
+
+        def map(user, role)
+          send(role.to_sym, user)
+        rescue NoMethodError => e
+          log "Unknown mapping for role '#{user.role.name}' and user with id '#{user.id}'"
+          []
+        end
+
+        private
+
+        def end_user(_user)
+          [role_customer]
+        end
+
+        def agent(user)
+          return [ role_agent ] if user.restricted_agent
+          admin(user)
+        end
+
+        def admin(_user)
+          [role_admin, role_agent]
+        end
+
+        def group_method(role)
+          role.tr('-', '_')
+        end
+
+        def role_admin
+          return @role_admin if @role_admin
+          @role_admin = ::Role.lookup(name: 'Admin')
+        end
+
+        def role_agent
+          return @role_agent if @role_agent
+          @role_agent = ::Role.lookup(name: 'Agent')
+        end
+
+        def role_customer
+          return @role_customer if @role_customer
+          @role_customer = ::Role.lookup(name: 'Customer')
+        end
+      end
+    end
+  end
+end

lib/import/zendesk/user_factory.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    module UserFactory
+      extend Import::Zendesk::BaseFactory
+      extend Import::Zendesk::LocalIDMapperHook
+    end
+  end
+end

lib/import/zendesk/user_field.rb

@@ -0,0 +1,6 @@
+module Import
+  module Zendesk
+    class UserField < Import::Zendesk::ObjectField
+    end
+  end
+end

lib/import/zendesk/user_field_factory.rb

@@ -0,0 +1,8 @@
+module Import
+  module Zendesk
+    module UserFieldFactory
+      extend Import::Zendesk::BaseFactory
+      extend Import::Zendesk::LocalIDMapperHook
+    end
+  end
+end

spec/import/async_examples.rb

@@ -1,4 +1,4 @@
-RSpec.shared_examples 'Import::OTRS::Async' do
+RSpec.shared_examples 'Import::Async' do
   it 'responds to start_bg' do
     expect(described_class).to respond_to('start_bg')
   end

spec/import/base_factory_examples.rb

@@ -6,6 +6,9 @@ RSpec.shared_examples 'Import::BaseFactory' do
   it 'responds to pre_import_hook' do
     expect(described_class).to respond_to('pre_import_hook')
   end
+  it 'responds to post_import_hook' do
+    expect(described_class).to respond_to('post_import_hook')
+  end
   it 'responds to backend_class' do
     expect(described_class).to respond_to('backend_class')
   end
@@ -18,7 +21,7 @@ RSpec.shared_examples 'Import::BaseFactory extender' do
   it 'calls new on determined backend object' do
     record = double()
     expect(described_class).to receive(:backend_class).and_return(Class)
-    expect(Class).to receive(:new).with(record)
+    expect(Class).to receive(:new).with(record, any_args)
     described_class.import([record])
   end
 end

spec/import/import_stats_examples.rb

@@ -1,4 +1,4 @@
-RSpec.shared_examples 'Import::OTRS::ImportStats' do
+RSpec.shared_examples 'Import::ImportStats' do
   it 'responds to current_state' do
     expect(described_class).to respond_to('current_state')
   end

spec/import/otrs/priority_factory_spec.rb

@@ -3,4 +3,13 @@ require 'import/factory_examples'
 
 RSpec.describe Import::OTRS::PriorityFactory do
   it_behaves_like 'Import::Factory'
+
+  it 'imports records' do
+
+    import_data = {
+      name: 'test',
+    }
+    expect(::Import::OTRS::Priority).to receive(:new).with(import_data)
+    described_class.import([import_data])
+  end
 end

spec/import/otrs_spec.rb

@@ -1,14 +1,14 @@
 require 'rails_helper'
 require 'import/helper_examples'
 require 'import/importer_examples'
-require 'import/otrs/async_examples'
 require 'import/otrs/diff_examples'
-require 'import/otrs/import_stats_examples'
+require 'import/async_examples'
+require 'import/import_stats_examples'
 
 RSpec.describe Import::OTRS do
   it_behaves_like 'Import backend'
+  it_behaves_like 'Import::Async'
   it_behaves_like 'Import::Helper'
-  it_behaves_like 'Import::OTRS::Async'
+  it_behaves_like 'Import::ImportStats'
   it_behaves_like 'Import::OTRS::Diff'
-  it_behaves_like 'Import::OTRS::ImportStats'
 end

spec/import/zendesk/base_factory_examples.rb

@@ -0,0 +1,23 @@
+require 'import/factory_examples'
+
+RSpec.shared_examples 'Import::Zendesk::BaseFactory' do
+  it_behaves_like 'Import::Factory'
+
+  it 'calls .all! on parameter object' do
+    parameter = double()
+    expect(parameter).to receive('all!')
+    described_class.import(parameter)
+  end
+
+  it 'calls new on determined backend object' do
+    expect(described_class).to receive(:backend_class).and_return(Class)
+    expect(described_class).to receive('skip?')
+    expect(described_class).to receive(:pre_import_hook)
+    expect(described_class).to receive(:post_import_hook)
+    record = double()
+    expect(Class).to receive(:new).with(record, any_args)
+    parameter = double()
+    expect(parameter).to receive('all!').and_yield(record)
+    described_class.import(parameter)
+  end
+end

spec/import/zendesk/base_factory_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+
+RSpec.describe Import::Zendesk::BaseFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+end

spec/import/zendesk/group_factory_spec.rb

@@ -0,0 +1,8 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::GroupFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/group_spec.rb

@@ -0,0 +1,25 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::Group do
+
+  it 'creates a group if not exists' do
+
+    group = double(
+      id:      31_337,
+      name:    'Test Group',
+      deleted: true
+    )
+
+    local_group = instance_double(::Group, id: 1337)
+
+    expect(::Group).to receive(:create_if_not_exists).with(hash_including(name: group.name, active: !group.deleted)).and_return(local_group)
+
+    created_instance = described_class.new(group)
+
+    expect(created_instance).to respond_to(:id)
+    expect(created_instance.id).to eq(local_group.id)
+
+    expect(created_instance).to respond_to(:zendesk_id)
+    expect(created_instance.zendesk_id).to eq(group.id)
+  end
+end

spec/import/zendesk/local_id_mapper_hook_examples.rb

@@ -0,0 +1,20 @@
+RSpec.shared_examples 'Import::Zendesk::LocalIDMapperHook' do
+
+  it 'responds to local_id' do
+    expect(described_class).to respond_to('local_id')
+  end
+
+  it 'responds to post_import_hook' do
+    expect(described_class).to respond_to('post_import_hook')
+  end
+
+  it 'stores an ID mapping and makes it accessable' do
+    backend_instance = double(
+      zendesk_id: 31_337,
+      id:         1337,
+    )
+
+    described_class.post_import_hook(nil, backend_instance)
+    expect(described_class.local_id(backend_instance.zendesk_id)).to eq(backend_instance.id)
+  end
+end

spec/import/zendesk/local_id_mapper_hook_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::LocalIDMapperHook do
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/lookup_backend_examples.rb

@@ -0,0 +1,5 @@
+RSpec.shared_examples 'Lookup backend' do
+  it 'responds to lookup' do
+    expect(described_class).to respond_to('lookup')
+  end
+end

spec/import/zendesk/object_attribute/checkbox_spec.rb

@@ -0,0 +1,58 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Checkbox do
+
+  it 'imports boolean object attribute from checkbox object field' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'checkbox',
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'boolean',
+      data_option: {
+        null:    false,
+        note:    'Example attribute description',
+        default: false,
+        options: {
+          true  => 'yes',
+          false => 'no'
+        }
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/date_spec.rb

@@ -0,0 +1,59 @@
+require 'rails_helper'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/object_attribute/date'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Date do
+
+  it 'imports date object attribute from date object field' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'date',
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'date',
+      data_option: {
+        null:   false,
+        note:   'Example attribute description',
+        future: true,
+        past:   true,
+        diff:   0,
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/decimal_spec.rb

@@ -0,0 +1,55 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Decimal do
+
+  it 'imports input object attribute from decimal object field' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'decimal',
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'input',
+      data_option: {
+        null:      false,
+        note:      'Example attribute description',
+        type:      'text',
+        maxlength: 255,
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/dropdown_spec.rb

@@ -0,0 +1,70 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Dropdown do
+
+  it 'imports select object attribute from dropdown object field' do
+
+    attribute = double(
+      title:                'Example attribute',
+      description:          'Example attribute description',
+      removable:            false,
+      active:               true,
+      position:             12,
+      visible_in_portal:    true,
+      required_in_portal:   true,
+      required:             true,
+      type:                 'dropdown',
+      custom_field_options: [
+        {
+          'id'    => 1,
+          'value' => 'Key 1',
+          'name'  => 'Value 1'
+        },
+        {
+          'id'    => 2,
+          'value' => 'Key 2',
+          'name'  => 'Value 2'
+        },
+      ]
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'select',
+      data_option: {
+        null:      false,
+        note:      'Example attribute description',
+        default: '',
+        options: {
+          'Key 1' => 'Value 1',
+          'Key 2' => 'Value 2'
+        },
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    created_instance = described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/integer_spec.rb

@@ -0,0 +1,58 @@
+require 'rails_helper'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/object_attribute/integer'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Integer do
+
+  it 'imports integer object attribute from integer object field' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'integer',
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'integer',
+      data_option: {
+        null: false,
+        note: 'Example attribute description',
+        min:  0,
+        max:  999_999_999,
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/regexp_spec.rb

@@ -0,0 +1,61 @@
+require 'rails_helper'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/object_attribute/regexp'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Regexp do
+
+  it 'imports input object attribute from regexp object field' do
+
+    regex     = '.+?'
+    attribute = double(
+      title:                 'Example attribute',
+      description:           'Example attribute description',
+      removable:             false,
+      active:                true,
+      position:              12,
+      visible_in_portal:     true,
+      required_in_portal:    true,
+      required:              true,
+      type:                  'regexp',
+      regexp_for_validation: regex
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'input',
+      data_option: {
+        null:      false,
+        note:      'Example attribute description',
+        type:      'text',
+        maxlength: 255,
+        regex:     regex,
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/tagger_spec.rb

@@ -0,0 +1,70 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Tagger do
+
+  it 'imports select object attribute from tagger object field' do
+
+    attribute = double(
+      title:                'Example attribute',
+      description:          'Example attribute description',
+      removable:            false,
+      active:               true,
+      position:             12,
+      visible_in_portal:    true,
+      required_in_portal:   true,
+      required:             true,
+      type:                 'tagger',
+      custom_field_options: [
+        {
+          'id'    => 1,
+          'value' => 'Key 1',
+          'name'  => 'Value 1'
+        },
+        {
+          'id'    => 2,
+          'value' => 'Key 2',
+          'name'  => 'Value 2'
+        },
+      ]
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'select',
+      data_option: {
+        null:      false,
+        note:      'Example attribute description',
+        default: '',
+        options: {
+          'Key 1' => 'Value 1',
+          'Key 2' => 'Value 2'
+        },
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    created_instance = described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/text_spec.rb

@@ -0,0 +1,55 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Text do
+
+  it 'imports input object attribute from text object field' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'text',
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'input',
+      data_option: {
+        null:      false,
+        note:      'Example attribute description',
+        type:      'text',
+        maxlength: 255,
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute/textarea_spec.rb

@@ -0,0 +1,55 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute::Textarea do
+
+  it 'imports input object attribute from textarea object field' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'textarea',
+    )
+
+    expected_structure = {
+      object:      'Ticket',
+      name:        'example_field',
+      display:     'Example attribute',
+      data_type:   'input',
+      data_option: {
+        null:      false,
+        note:      'Example attribute description',
+        type:      'textarea',
+        maxlength: 255,
+      },
+      editable: true,
+      active:   true,
+      screens:  {
+        edit: {
+          Customer: {
+            shown: true,
+            null: false
+          },
+          view: {
+            '-all-' => {
+              shown: true
+            }
+          }
+        }
+      },
+      position:      12,
+      created_by_id: 1,
+      updated_by_id: 1
+    }
+
+    expect(ObjectManager::Attribute).to receive(:add).with(expected_structure)
+    expect(ObjectManager::Attribute).to receive(:migration_execute)
+
+    described_class.new('Ticket', 'example_field', attribute)
+  end
+end

spec/import/zendesk/object_attribute_spec.rb

@@ -0,0 +1,21 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::ObjectAttribute do
+
+  it 'throws an exception if no init_callback is implemented' do
+
+    attribute = double(
+      title:              'Example attribute',
+      description:        'Example attribute description',
+      removable:          false,
+      active:             true,
+      position:           12,
+      visible_in_portal:  true,
+      required_in_portal: true,
+      required:           true,
+      type:               'input',
+    )
+
+    expect { described_class.new('Ticket', 'example_field', attribute) }.to raise_error(RuntimeError)
+  end
+end

spec/import/zendesk/object_field_examples.rb

@@ -0,0 +1,22 @@
+RSpec.shared_examples 'Import::Zendesk::ObjectField' do
+
+  it 'initializes a object field backend import' do
+
+    object_field = double(id: 31_337, title: 'Example Field')
+    allow(object_field).to receive(:[]).with('key').and_return(object_field.title)
+
+    dummy_instance = double()
+
+    local_name    = 'example_field'
+    dummy_backend = instance_double(Class)
+    expect(dummy_backend).to receive(:new).with(kind_of(String), local_name, object_field).and_return(dummy_instance)
+    expect_any_instance_of(described_class).to receive(:backend_class).and_return(dummy_backend)
+    created_instance = described_class.new(object_field)
+
+    expect(created_instance).to respond_to(:id)
+    expect(created_instance.id).to eq(local_name)
+
+    expect(created_instance).to respond_to(:zendesk_id)
+    expect(created_instance.zendesk_id).to eq(object_field.id)
+  end
+end

spec/import/zendesk/object_field_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/object_field_examples'
+
+RSpec.describe Import::Zendesk::ObjectField do
+  it_behaves_like 'Import::Zendesk::ObjectField'
+end

spec/import/zendesk/organization_factory_spec.rb

@@ -0,0 +1,8 @@
+require 'rails_helper'
+require 'import/factory_examples'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::OrganizationFieldFactory do
+  it_behaves_like 'Import::Factory'
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/organization_field_factory_spec.rb

@@ -0,0 +1,8 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::OrganizationFieldFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/organization_field_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/object_field_examples'
+
+RSpec.describe Import::Zendesk::OrganizationField do
+  it_behaves_like 'Import::Zendesk::ObjectField'
+end

spec/import/zendesk/organization_spec.rb

@@ -0,0 +1,27 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::Organization do
+
+  it 'creates a organization if not exists' do
+
+    organization = double(
+      id:                  31_337,
+      name:                'Test Organization',
+      note:                'Test Organization note',
+      shared_tickets:      true,
+      organization_fields: nil
+    )
+
+    local_organization = instance_double(::Organization, id: 1337)
+
+    expect(::Organization).to receive(:create_if_not_exists).with(hash_including(name: organization.name, note: organization.note, shared: organization.shared_tickets)).and_return(local_organization)
+
+    created_instance = described_class.new(organization)
+
+    expect(created_instance).to respond_to(:id)
+    expect(created_instance).to respond_to(:zendesk_id)
+
+    expect(created_instance.id).to eq(local_organization.id)
+    expect(created_instance.zendesk_id).to eq(organization.id)
+  end
+end

spec/import/zendesk/priority_spec.rb

@@ -0,0 +1,14 @@
+require 'rails_helper'
+require 'import/zendesk/lookup_backend_examples'
+
+RSpec.describe Import::Zendesk::Priority do
+  it_behaves_like 'Lookup backend'
+
+  it 'looks up ticket priority' do
+
+    ticket       = double(priority: nil)
+    dummy_result = 'dummy result'
+    expect(::Ticket::Priority).to receive(:lookup).and_return(dummy_result)
+    expect(described_class.lookup(ticket)).to eq(dummy_result)
+  end
+end

spec/import/zendesk/state_spec.rb

@@ -0,0 +1,14 @@
+require 'rails_helper'
+require 'import/zendesk/lookup_backend_examples'
+
+RSpec.describe Import::Zendesk::State do
+  it_behaves_like 'Lookup backend'
+
+  it 'looks up ticket state' do
+
+    ticket       = double(status: nil)
+    dummy_result = 'dummy result'
+    expect(::Ticket::State).to receive(:lookup).and_return(dummy_result)
+    expect(described_class.lookup(ticket)).to eq(dummy_result)
+  end
+end

spec/import/zendesk/ticket/comment/attachment_factory_spec.rb

@@ -0,0 +1,19 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::Zendesk::Ticket::Comment::AttachmentFactory do
+  it_behaves_like 'Import::Factory'
+
+  it 'tunnels attachment and local article to backend' do
+    expect(described_class).to receive(:backend_class).and_return(Class)
+    expect(described_class).to receive('skip?')
+    expect(described_class).to receive(:pre_import_hook)
+    expect(described_class).to receive(:post_import_hook)
+    record         = double()
+    local_article  = double()
+    expect(Class).to receive(:new).with(record, local_article)
+    parameter = double()
+    expect(parameter).to receive(:each).and_yield(record)
+    described_class.import(parameter, local_article)
+  end
+end

spec/import/zendesk/ticket/comment/attachment_spec.rb

@@ -0,0 +1,37 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::Ticket::Comment::Attachment do
+
+  it 'downloads and stores attachments' do
+
+    local_article = double(id: 1337)
+
+    attachment = double(
+      file_name:    'Example.zip',
+      content_type: 'application/zip',
+      content_url:  'https://dl.remote.tld/394r0eifwskfjwlw3slf'
+    )
+
+    response = double(
+      body:    'content',
+      success?: true,
+    )
+
+    expect(UserAgent).to receive(:get).with(attachment.content_url, any_args).and_return(response)
+
+    add_args = {
+      object:      'Ticket::Article',
+      o_id:        local_article.id,
+      data:        response.body,
+      filename:    attachment.file_name,
+      preferences: {
+        'Content-Type' => attachment.content_type
+      },
+      created_by_id: 1
+    }
+
+    expect(Store).to receive(:add).with(add_args)
+
+    described_class.new(attachment, local_article)
+  end
+end

spec/import/zendesk/ticket/comment/local_id_lookup_backend_examples.rb

@@ -0,0 +1,7 @@
+require 'rails_helper'
+
+RSpec.shared_examples 'local_id lookup backend' do
+  it 'responds to local_id' do
+    expect(described_class).to respond_to(:local_id)
+  end
+end

spec/import/zendesk/ticket/comment/sender_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/ticket/comment/local_id_lookup_backend_examples'
+
+RSpec.describe Import::Zendesk::Ticket::Comment::Sender do
+  it_behaves_like 'local_id lookup backend'
+end

spec/import/zendesk/ticket/comment/type_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/ticket/comment/local_id_lookup_backend_examples'
+
+RSpec.describe Import::Zendesk::Ticket::Comment::Type do
+  it_behaves_like 'local_id lookup backend'
+end

spec/import/zendesk/ticket/comment_factory_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/ticket/sub_object_factory_examples'
+
+RSpec.describe Import::Zendesk::Ticket::CommentFactory do
+  it_behaves_like 'Import::Zendesk::Ticket::SubObjectFactory'
+end

spec/import/zendesk/ticket/comment_spec.rb

@@ -0,0 +1,637 @@
+require 'rails_helper'
+
+RSpec.describe Import::Zendesk::Ticket::Comment do
+
+  context 'email' do
+
+    it 'creates' do
+
+      comment = double(
+        id:        1337,
+        author_id: 42,
+        public:    true,
+        html_body: '<div>Hello World!</div>',
+        via:       double(
+          channel: 'email',
+          source:  double(
+            from: double(address: 'from@sender.tld'),
+            to:   double(address: 'to@receiver.tld')
+          ),
+        ),
+        attachments: []
+      )
+
+      local_ticket = double(id: 31_337)
+
+      local_user_id = 99
+
+      create_structure = {
+        from:          comment.via.source.from.address,
+        to:            comment.via.source.to.address,
+        ticket_id:     local_ticket.id,
+        body:          comment.html_body,
+        content_type:  'text/html',
+        internal:      !comment.public,
+        message_id:    comment.id,
+        updated_by_id: local_user_id,
+        created_by_id: local_user_id,
+        sender_id:     23,
+        type_id:       1,
+      }
+
+      expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+      expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+      expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+      expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+      described_class.new(comment, local_ticket, nil)
+    end
+
+    it 'updates' do
+
+      comment = double(
+        id:        1337,
+        author_id: 42,
+        public:    true,
+        html_body: '<div>Hello World!</div>',
+        via:       double(
+          channel: 'email',
+          source:  double(
+            from: double(address: 'from@sender.tld'),
+            to:   double(address: 'to@receiver.tld')
+          ),
+        ),
+        attachments: []
+      )
+
+      local_ticket = double(id: 31_337)
+
+      local_user_id = 99
+
+      update_structure = {
+        from:          comment.via.source.from.address,
+        to:            comment.via.source.to.address,
+        ticket_id:     local_ticket.id,
+        body:          comment.html_body,
+        content_type:  'text/html',
+        internal:      !comment.public,
+        message_id:    comment.id,
+        updated_by_id: local_user_id,
+        created_by_id: local_user_id,
+        sender_id:     23,
+        type_id:       1,
+      }
+
+      expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+      expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+      local_article = double()
+      expect(local_article).to receive(:update_attributes).with(update_structure)
+
+      expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+      described_class.new(comment, local_ticket, nil)
+    end
+  end
+
+  context 'facebook' do
+
+    context 'post' do
+
+      it 'creates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'facebook',
+            source:  double(
+              from: double(facebook_id: 3_129_033),
+              to:   double(facebook_id: 1_230_920),
+              rel:  'post',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        create_structure = {
+          from:          comment.via.source.from.facebook_id,
+          to:            comment.via.source.to.facebook_id,
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       8,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+        expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+
+      it 'updates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'facebook',
+            source:  double(
+              from: double(facebook_id: 3_129_033),
+              to:   double(facebook_id: 1_230_920),
+              rel:  'post',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        update_structure = {
+          from:          comment.via.source.from.facebook_id,
+          to:            comment.via.source.to.facebook_id,
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       8,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+        local_article = double()
+        expect(local_article).to receive(:update_attributes).with(update_structure)
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+    end
+
+    context 'comment' do
+
+      it 'creates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'facebook',
+            source:  double(
+              from: double(facebook_id: 3_129_033),
+              to:   double(facebook_id: 1_230_920),
+              rel:  'comment',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        create_structure = {
+          from:          comment.via.source.from.facebook_id,
+          to:            comment.via.source.to.facebook_id,
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       9,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+        expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+
+      it 'updates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'facebook',
+            source:  double(
+              from: double(facebook_id: 3_129_033),
+              to:   double(facebook_id: 1_230_920),
+              rel:  'comment',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        update_structure = {
+          from:          comment.via.source.from.facebook_id,
+          to:            comment.via.source.to.facebook_id,
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       9,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+        local_article = double()
+        expect(local_article).to receive(:update_attributes).with(update_structure)
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+    end
+  end
+
+  context 'twitter' do
+
+    context 'mention' do
+
+      it 'creates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'twitter',
+            source:  double(
+              rel:  'mention',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        create_structure = {
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       6,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+        expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+
+      it 'updates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'twitter',
+            source:  double(
+              rel:  'mention',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        update_structure = {
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       6,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+        local_article = double()
+        expect(local_article).to receive(:update_attributes).with(update_structure)
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+    end
+
+    context 'direct_message' do
+
+      it 'creates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'twitter',
+            source:  double(
+              rel:  'direct_message',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        create_structure = {
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       7,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+        expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+
+      it 'updates' do
+
+        comment = double(
+          id:        1337,
+          author_id: 42,
+          public:    true,
+          html_body: '<div>Hello World!</div>',
+          via:       double(
+            channel: 'twitter',
+            source:  double(
+              rel:  'direct_message',
+            ),
+          ),
+          attachments: []
+        )
+
+        local_ticket = double(id: 31_337)
+
+        local_user_id = 99
+
+        update_structure = {
+          ticket_id:     local_ticket.id,
+          body:          comment.html_body,
+          content_type:  'text/html',
+          internal:      !comment.public,
+          message_id:    comment.id,
+          updated_by_id: local_user_id,
+          created_by_id: local_user_id,
+          sender_id:     23,
+          type_id:       7,
+        }
+
+        expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+        expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+        local_article = double()
+        expect(local_article).to receive(:update_attributes).with(update_structure)
+
+        expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+        described_class.new(comment, local_ticket, nil)
+      end
+    end
+  end
+
+  context 'web' do
+
+    it 'creates' do
+
+      comment = double(
+        id:        1337,
+        author_id: 42,
+        public:    true,
+        html_body: '<div>Hello World!</div>',
+        via:       double(
+          channel: 'web',
+        ),
+        attachments: []
+      )
+
+      local_ticket = double(id: 31_337)
+
+      local_user_id = 99
+
+      create_structure = {
+        ticket_id:     local_ticket.id,
+        body:          comment.html_body,
+        content_type:  'text/html',
+        internal:      !comment.public,
+        message_id:    comment.id,
+        updated_by_id: local_user_id,
+        created_by_id: local_user_id,
+        sender_id:     23,
+        type_id:       11,
+      }
+
+      expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+      expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+      expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+      expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+      described_class.new(comment, local_ticket, nil)
+    end
+
+    it 'updates' do
+
+      comment = double(
+        id:        1337,
+        author_id: 42,
+        public:    true,
+        html_body: '<div>Hello World!</div>',
+        via:       double(
+          channel: 'web',
+        ),
+        attachments: []
+      )
+
+      local_ticket = double(id: 31_337)
+
+      local_user_id = 99
+
+      update_structure = {
+        ticket_id:     local_ticket.id,
+        body:          comment.html_body,
+        content_type:  'text/html',
+        internal:      !comment.public,
+        message_id:    comment.id,
+        updated_by_id: local_user_id,
+        created_by_id: local_user_id,
+        sender_id:     23,
+        type_id:       11,
+      }
+
+      expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+      expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+      local_article = double()
+      expect(local_article).to receive(:update_attributes).with(update_structure)
+
+      expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+      described_class.new(comment, local_ticket, nil)
+    end
+  end
+
+  context 'sample_ticket' do
+
+    it 'creates' do
+
+      comment = double(
+        id:        1337,
+        author_id: 42,
+        public:    true,
+        html_body: '<div>Hello World!</div>',
+        via:       double(
+          channel: 'sample_ticket',
+        ),
+        attachments: []
+      )
+
+      local_ticket = double(id: 31_337)
+
+      local_user_id = 99
+
+      create_structure = {
+        ticket_id:     local_ticket.id,
+        body:          comment.html_body,
+        content_type:  'text/html',
+        internal:      !comment.public,
+        message_id:    comment.id,
+        updated_by_id: local_user_id,
+        created_by_id: local_user_id,
+        sender_id:     23,
+        type_id:       10,
+      }
+
+      expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+      expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(create_structure[:sender_id])
+
+      expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id)
+
+      expect(::Ticket::Article).to receive(:create).with(create_structure)
+
+      described_class.new(comment, local_ticket, nil)
+    end
+
+    it 'updates' do
+
+      comment = double(
+        id:        1337,
+        author_id: 42,
+        public:    true,
+        html_body: '<div>Hello World!</div>',
+        via:       double(
+          channel: 'sample_ticket',
+        ),
+        attachments: []
+      )
+
+      local_ticket = double(id: 31_337)
+
+      local_user_id = 99
+
+      update_structure = {
+        ticket_id:     local_ticket.id,
+        body:          comment.html_body,
+        content_type:  'text/html',
+        internal:      !comment.public,
+        message_id:    comment.id,
+        updated_by_id: local_user_id,
+        created_by_id: local_user_id,
+        sender_id:     23,
+        type_id:       10,
+      }
+
+      expect(Import::Zendesk::UserFactory).to receive(:local_id).with( comment.author_id ).and_return(local_user_id)
+      expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(update_structure[:sender_id])
+
+      local_article = double()
+      expect(local_article).to receive(:update_attributes).with(update_structure)
+
+      expect(::Ticket::Article).to receive(:find_by).with(message_id: comment.id).and_return(local_article)
+
+      described_class.new(comment, local_ticket, nil)
+    end
+  end
+
+end

spec/import/zendesk/ticket/sub_object_factory_examples.rb

@@ -0,0 +1,21 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.shared_examples 'Import::Zendesk::Ticket::SubObjectFactory' do
+  it_behaves_like 'Import::Factory'
+
+  it 'tunnels local and remote ticket object to backend' do
+
+    expect(described_class).to receive(:backend_class).and_return(Class)
+    expect(described_class).to receive('skip?')
+    expect(described_class).to receive(:pre_import_hook)
+    expect(described_class).to receive(:post_import_hook)
+    record         = double()
+    local_ticket   = double()
+    zendesk_ticket = double()
+    expect(Class).to receive(:new).with(record, local_ticket, zendesk_ticket)
+    parameter = double()
+    expect(parameter).to receive(:each).and_yield(record)
+    described_class.import(parameter, local_ticket, zendesk_ticket)
+  end
+end

spec/import/zendesk/ticket/tag_factory_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/ticket/sub_object_factory_examples'
+
+RSpec.describe Import::Zendesk::Ticket::TagFactory do
+  it_behaves_like 'Import::Zendesk::Ticket::SubObjectFactory'
+end

spec/import/zendesk/ticket/tag_spec.rb

@@ -0,0 +1,21 @@
+require 'rails_helper'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/ticket/tag'
+
+RSpec.describe Import::Zendesk::Ticket::Tag do
+
+  it 'creates ticket tags' do
+
+    tag = double(id: 'Test Tag')
+
+    local_ticket = instance_double(::Ticket, id: 1337)
+
+    zendesk_ticket = double(requester_id: 31_337)
+
+    expect(Import::Zendesk::UserFactory).to receive(:local_id).with(zendesk_ticket.requester_id)
+    expect(::Tag).to receive(:tag_add).with(hash_including(item: tag.id, o_id: local_ticket.id))
+
+    described_class.new(tag, local_ticket, zendesk_ticket)
+  end
+end

spec/import/zendesk/ticket_factory_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+
+RSpec.describe Import::Zendesk::TicketFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+end

spec/import/zendesk/ticket_field_factory_spec.rb

@@ -0,0 +1,8 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::TicketFieldFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/ticket_field_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/object_field_examples'
+
+RSpec.describe Import::Zendesk::TicketField do
+  it_behaves_like 'Import::Zendesk::ObjectField'
+end

spec/import/zendesk/ticket_spec.rb

@@ -0,0 +1,123 @@
+require 'rails_helper'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/ticket'
+
+RSpec.describe Import::Zendesk::Ticket do
+
+  it 'creates' do
+
+    ticket = double(
+      id:                1337,
+      subject:           'The ticket title',
+      description:       'An example ticket',
+      requester_id:      42,
+      group_id:          909,
+      organization_id:   101,
+      due_at:            DateTime.tomorrow,
+      updated_at:        DateTime.yesterday,
+      created_at:        DateTime.yesterday,
+      tags:              [],
+      comments:          [],
+      custom_fields:     [],
+    )
+
+    local_user_id = 23
+
+    expected_structure = {
+      id:                       ticket.id,
+      title:                    ticket.subject,
+      note:                     ticket.description,
+      group_id:                 3,
+      customer_id:              local_user_id,
+      organization_id:          89,
+      state:                    13,
+      priority:                 7,
+      pending_time:             ticket.due_at,
+      updated_at:               ticket.updated_at,
+      created_at:               ticket.created_at,
+      updated_by_id:            local_user_id,
+      created_by_id:            local_user_id,
+      create_article_sender_id: 21,
+      create_article_type_id:   555,
+    }
+
+    expect(Import::Zendesk::UserFactory).to receive(:local_id).with( ticket.requester_id ).and_return(local_user_id)
+
+    expect(Import::Zendesk::GroupFactory).to receive(:local_id).with( ticket.group_id ).and_return(expected_structure[:group_id])
+    expect(Import::Zendesk::OrganizationFactory).to receive(:local_id).with( ticket.organization_id ).and_return(expected_structure[:organization_id])
+    expect(Import::Zendesk::Priority).to receive(:lookup).with(ticket).and_return(expected_structure[:priority])
+    expect(Import::Zendesk::State).to receive(:lookup).with(ticket).and_return(expected_structure[:state])
+    expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(expected_structure[:create_article_sender_id])
+    expect(Import::Zendesk::Ticket::Comment::Type).to receive(:local_id).with(ticket).and_return(expected_structure[:create_article_type_id])
+
+    local_ticket = double()
+
+    expect(Import::Zendesk::Ticket::TagFactory).to receive(:import).with(ticket.tags, local_ticket, ticket)
+    expect(Import::Zendesk::Ticket::CommentFactory).to receive(:import).with(ticket.comments, local_ticket, ticket)
+
+    expect(::Ticket).to receive(:find_by).with(id: expected_structure[:id])
+    expect(::Ticket).to receive(:create).with(expected_structure).and_return(local_ticket)
+
+    expect_any_instance_of(described_class).to receive(:reset_primary_key_sequence)
+
+    created_instance = described_class.new(ticket)
+  end
+
+  it 'updates' do
+
+    ticket = double(
+      id:                1337,
+      subject:           'The ticket title',
+      description:       'An example ticket',
+      requester_id:      42,
+      group_id:          909,
+      organization_id:   101,
+      due_at:            DateTime.tomorrow,
+      updated_at:        DateTime.yesterday,
+      created_at:        DateTime.yesterday,
+      tags:              [],
+      comments:          [],
+      custom_fields:     [],
+    )
+
+    local_user_id = 23
+
+    expected_structure = {
+      id:                       ticket.id,
+      title:                    ticket.subject,
+      note:                     ticket.description,
+      group_id:                 3,
+      customer_id:              local_user_id,
+      organization_id:          89,
+      state:                    13,
+      priority:                 7,
+      pending_time:             ticket.due_at,
+      updated_at:               ticket.updated_at,
+      created_at:               ticket.created_at,
+      updated_by_id:            local_user_id,
+      created_by_id:            local_user_id,
+      create_article_sender_id: 21,
+      create_article_type_id:   555,
+    }
+
+    expect(Import::Zendesk::UserFactory).to receive(:local_id).with( ticket.requester_id ).and_return(local_user_id)
+
+    expect(Import::Zendesk::GroupFactory).to receive(:local_id).with( ticket.group_id ).and_return(expected_structure[:group_id])
+    expect(Import::Zendesk::OrganizationFactory).to receive(:local_id).with( ticket.organization_id ).and_return(expected_structure[:organization_id])
+    expect(Import::Zendesk::Priority).to receive(:lookup).with(ticket).and_return(expected_structure[:priority])
+    expect(Import::Zendesk::State).to receive(:lookup).with(ticket).and_return(expected_structure[:state])
+    expect(Import::Zendesk::Ticket::Comment::Sender).to receive(:local_id).with(local_user_id).and_return(expected_structure[:create_article_sender_id])
+    expect(Import::Zendesk::Ticket::Comment::Type).to receive(:local_id).with(ticket).and_return(expected_structure[:create_article_type_id])
+
+    local_ticket = double()
+
+    expect(Import::Zendesk::Ticket::TagFactory).to receive(:import).with(ticket.tags, local_ticket, ticket)
+    expect(Import::Zendesk::Ticket::CommentFactory).to receive(:import).with(ticket.comments, local_ticket, ticket)
+
+    expect(::Ticket).to receive(:find_by).with(id: expected_structure[:id]).and_return(local_ticket)
+    expect(local_ticket).to receive(:update_attributes).with(expected_structure)
+
+    created_instance = described_class.new(ticket)
+  end
+end

spec/import/zendesk/user/group_spec.rb

@@ -0,0 +1,9 @@
+require 'rails_helper'
+require 'import/zendesk/user/lookup_backend_examples'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/user/group'
+
+RSpec.describe Import::Zendesk::User::Group do
+  it_behaves_like 'lookup backend'
+end

spec/import/zendesk/user/lookup_backend_examples.rb

@@ -0,0 +1,7 @@
+require 'rails_helper'
+
+RSpec.shared_examples 'lookup backend' do
+  it 'responds to for' do
+    expect(described_class).to respond_to(:for)
+  end
+end

spec/import/zendesk/user/role_spec.rb

@@ -0,0 +1,13 @@
+require 'rails_helper'
+require 'import/zendesk/user/lookup_backend_examples'
+
+# required due to some of rails autoloading issues
+require 'import/zendesk/user/role'
+
+RSpec.describe Import::Zendesk::User::Role do
+  it_behaves_like 'lookup backend'
+
+  it 'responds to map' do
+    expect(described_class).to respond_to(:map)
+  end
+end

spec/import/zendesk/user_factory_spec.rb

@@ -0,0 +1,8 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::UserFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/user_field_factory_spec.rb

@@ -0,0 +1,8 @@
+require 'rails_helper'
+require 'import/zendesk/base_factory_examples'
+require 'import/zendesk/local_id_mapper_hook_examples'
+
+RSpec.describe Import::Zendesk::UserFieldFactory do
+  it_behaves_like 'Import::Zendesk::BaseFactory'
+  it_behaves_like 'Import::Zendesk::LocalIDMapperHook'
+end

spec/import/zendesk/user_field_spec.rb

@@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/zendesk/object_field_examples'
+
+RSpec.describe Import::Zendesk::UserField do
+  it_behaves_like 'Import::Zendesk::ObjectField'
+end