Working on issue #368 - big time refactoring, adding of rspec and additional tests.

2016-11-25 17:10:37 +01:00 · 2016-11-25 17:10:37 +01:00 · e8e332e2e3
parent 9489dff71d
commit e8e332e2e3
133 changed files with 5623 additions and 1574 deletions
--- a/.rspec
+++ b/.rspec
@ -0,0 +1,3 @@
+--format documentation
+--color
+--require spec_helper
--- a/2
+++ b/2
@ -85,8 +85,10 @@ gem 'diffy'
 # in production environments by default.
 group :development, :test do

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

  # code coverage
--- a/Gemfile.lock
+++ b/Gemfile.lock
@ -77,6 +77,7 @@ GEM
    delayed_job_active_record (4.1.1)
      activerecord (>= 3.0, < 5.1)
      delayed_job (>= 3.0, < 5)
+    diff-lcs (1.2.5)
    diffy (3.1.0)
    dnsruby (1.59.3)
    docile (1.1.5)
@ -271,6 +272,23 @@ GEM
      ffi (>= 0.5.0)
    ref (2.0.0)
    retriable (2.1.0)
+    rspec-core (3.5.4)
+      rspec-support (~> 3.5.0)
+    rspec-expectations (3.5.0)
+      diff-lcs (>= 1.2.0, < 2.0)
+      rspec-support (~> 3.5.0)
+    rspec-mocks (3.5.0)
+      diff-lcs (>= 1.2.0, < 2.0)
+      rspec-support (~> 3.5.0)
+    rspec-rails (3.5.2)
+      actionpack (>= 3.0)
+      activesupport (>= 3.0)
+      railties (>= 3.0)
+      rspec-core (~> 3.5.0)
+      rspec-expectations (~> 3.5.0)
+      rspec-mocks (~> 3.5.0)
+      rspec-support (~> 3.5.0)
+    rspec-support (3.5.0)
    rubocop (0.42.0)
      parser (>= 2.3.1.1, < 3.0)
      powerpack (~> 0.1)
@ -308,6 +326,8 @@ GEM
    slack-notifier (1.5.1)
    slop (3.6.0)
    spring (1.7.2)
+    spring-commands-rspec (1.0.4)
+      spring (>= 0.9.1)
    sprockets (3.7.0)
      concurrent-ruby (~> 1.0)
      rack (> 1, < 3)
@ -403,6 +423,7 @@ DEPENDENCIES
  rails (= 4.2.7.1)
  rails-observers
  rb-fsevent
+  rspec-rails
  rubocop
  sass-rails
  selenium-webdriver
@ -411,6 +432,7 @@ DEPENDENCIES
  simplecov-rcov
  slack-notifier
  spring
+  spring-commands-rspec
  sprockets
  sqlite3
  test-unit
--- a/bin/rspec
+++ b/bin/rspec
@ -0,0 +1,3 @@
+#!/usr/bin/env ruby
+require 'bundler/setup'
+load Gem.bin_path('rspec-core', 'rspec')
--- a/bin/spring
+++ b/bin/spring
@ -0,0 +1,15 @@
+#!/usr/bin/env ruby
+
+# This file loads spring without using Bundler, in order to be fast.
+# It gets overwritten when you run the `spring binstub` command.
+
+unless defined?(Spring)
+  require 'rubygems'
+  require 'bundler'
+
+  if (match = Bundler.default_lockfile.read.match(/^GEM$.*?^    (?:  )*spring \((.*?)\)$.*?^$/m))
+    Gem.paths = { 'GEM_PATH' => [Bundler.bundle_path.to_s, *Gem.path].uniq.join(Gem.path_separator) }
+    gem 'spring', match[1]
+    require 'spring/binstub'
+  end
+end
--- a/lib/import/base_factory.rb
+++ b/lib/import/base_factory.rb
@ -0,0 +1,28 @@
+module Import
+  module BaseFactory
+
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def import(_records)
+      raise 'Missing implementation for import method for this factory'
+    end
+
+    def pre_import_hook(_records)
+    end
+
+    def backend_class(_record)
+      "Import::#{module_name}".constantize
+    end
+
+    def skip?(_record)
+      false
+    end
+
+    private
+
+    def module_name
+      name.to_s.sub(/Import::/, '').sub(/Factory/, '')
+    end
+  end
+end
--- a/lib/import/factory.rb
+++ b/lib/import/factory.rb
@ -0,0 +1,16 @@
+module Import
+  module Factory
+    include Import::BaseFactory
+
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def import(records)
+      pre_import_hook(records)
+      records.each do |record|
+        next if skip?(record)
+        backend_class(record).new(record)
+      end
+    end
+  end
+end
--- a/lib/import/helper.rb
+++ b/lib/import/helper.rb
@ -0,0 +1,31 @@
+module Import
+  module Helper
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def check_import_mode
+      # check if system is in import mode
+      return true if Setting.get('import_mode')
+      raise 'System is not in import mode!'
+    end
+
+    # log
+    def log(message)
+      thread_no = Thread.current[:thread_no] || '-'
+      Rails.logger.info "thread##{thread_no}: #{message}"
+    end
+
+    # utf8 convert
+    def utf8_encode(data)
+      data.each { |key, value|
+        next if !value
+        next if value.class != String
+        data[key] = Encode.conv('utf8', value)
+      }
+    end
+
+    def reset_primary_key_sequence(table)
+      DbHelper.import_post(table)
+    end
+  end
+end
--- a/lib/import/otrs.rb
+++ b/lib/import/otrs.rb
--- a/lib/import/otrs/article.rb
+++ b/lib/import/otrs/article.rb
@ -0,0 +1,136 @@
+module Import
+  module OTRS
+    class Article
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        TicketID:   :ticket_id,
+        ArticleID:  :id,
+        Body:       :body,
+        From:       :from,
+        To:         :to,
+        Cc:         :cc,
+        Subject:    :subject,
+        InReplyTo:  :in_reply_to,
+        MessageID:  :message_id,
+        #ReplyTo:   :reply_to,
+        References: :references,
+        Changed:    :updated_at,
+        Created:    :created_at,
+        ChangedBy:  :updated_by_id,
+        CreatedBy:  :created_by_id,
+      }.freeze
+
+      def initialize(article)
+        initialize_article_sender_types
+        initialize_article_types
+
+        utf8_encode(article)
+        import(article)
+      end
+
+      private
+
+      def import(article)
+        create_or_update(map(article))
+
+        return if !article['Attachments']
+        return if article['Attachments'].empty?
+
+        Import::OTRS::Article::AttachmentFactory.import(
+          attachments:   article['Attachments'],
+          local_article: @local_article
+        )
+      end
+
+      def create_or_update(article)
+        return if updated?(article)
+        create(article)
+      end
+
+      def updated?(article)
+        @local_article = ::Ticket::Article.find_by(id: article[:id])
+        return false if !@local_article
+        log "update Ticket::Article.find_by(id: #{article[:id]})"
+        @local_article.update_attributes(article)
+        true
+      end
+
+      def create(article)
+        log "add Ticket::Article.find_by(id: #{article[:id]})"
+        @local_article    = ::Ticket::Article.new(article)
+        @local_article.id = article[:id]
+        @local_article.save
+        reset_primary_key_sequence('ticket_articles')
+      rescue ActiveRecord::RecordNotUnique
+        log "Ticket #{article[:ticket_id]} (article #{article[:id]}) is handled by another thead, skipping."
+      end
+
+      def map(article)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+          .merge(from_mapping(article))
+          .merge(article_type(article))
+          .merge(article_sender_type(article))
+      end
+
+      def article_type(article)
+        @article_types[article['ArticleType']] || @article_types['note-internal']
+      end
+
+      def article_sender_type(article)
+        {
+          sender_id: @sender_type_id[article['SenderType']] || @sender_type_id['note-internal']
+        }
+      end
+
+      def initialize_article_sender_types
+        @sender_type_id = {
+          'customer' => article_sender_type_id_lookup('Customer'),
+          'agent'    => article_sender_type_id_lookup('Agent'),
+          'system'   => article_sender_type_id_lookup('System'),
+        }
+      end
+
+      def article_sender_type_id_lookup(name)
+        ::Ticket::Article::Sender.find_by(name: name).id
+      end
+
+      def initialize_article_types
+        @article_types = {
+          'email-external' => {
+            type_id:  article_type_id_lookup('email'),
+            internal: false
+          },
+          'email-internal' => {
+            type_id:  article_type_id_lookup('email'),
+            internal: true
+          },
+          'note-external' => {
+            type_id:  article_type_id_lookup('note'),
+            internal: false
+          },
+          'note-internal' => {
+            type_id:  article_type_id_lookup('note'),
+            internal: true
+          },
+          'phone' => {
+            type_id:  article_type_id_lookup('phone'),
+            internal: false
+          },
+          'webrequest' => {
+            type_id:  article_type_id_lookup('web'),
+            internal: false
+          },
+        }
+      end
+
+      def article_type_id_lookup(name)
+        ::Ticket::Article::Type.lookup(name: name).id
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article/attachment_factory.rb
+++ b/lib/import/otrs/article/attachment_factory.rb
@ -0,0 +1,104 @@
+module Import
+  module OTRS
+    class Article
+      module AttachmentFactory
+        extend Import::Helper
+
+        # rubocop:disable Style/ModuleFunction
+        extend self
+
+        def import(args)
+          attachments   = args[:attachments] || []
+          local_article = args[:local_article]
+
+          return if skip_import?(attachments, local_article)
+          perform_import(attachments, local_article)
+        end
+
+        private
+
+        def perform_import(attachments, local_article)
+          attachments.each { |attachment| import_single(local_article, attachment) }
+        end
+
+        def import_single(local_article, attachment)
+
+          decoded_filename = Base64.decode64(attachment['Filename'])
+          decoded_content  = Base64.decode64(attachment['Content'])
+          # TODO: should be done by a/the Storage object
+          # to handle fingerprinting
+          sha = Digest::SHA256.hexdigest(decoded_content)
+
+          retries = 3
+          begin
+            queueing(sha, decoded_filename)
+
+            log "Ticket #{local_article.ticket_id}, Article #{local_article.id} - Starting import for fingerprint #{sha} (#{decoded_filename})... Queue: #{@sha_queue[sha]}."
+            ActiveRecord::Base.transaction do
+              Store.add(
+                object:      'Ticket::Article',
+                o_id:        local_article.id,
+                filename:    decoded_filename,
+                data:        decoded_content,
+                preferences: {
+                  'Mime-Type'           => attachment['ContentType'],
+                  'Content-ID'          => attachment['ContentID'],
+                  'content-alternative' => attachment['ContentAlternative'],
+                },
+                created_by_id: 1,
+              )
+            end
+            log "Ticket #{local_article.ticket_id}, Article #{local_article.id} - Finished import for fingerprint #{sha} (#{decoded_filename})... Queue: #{@sha_queue[sha]}."
+          rescue ActiveRecord::RecordNotUnique, ActiveRecord::StatementInvalid => e
+            log "Ticket #{local_article.ticket_id} - #{sha} - #{e.class}: #{e}"
+            sleep rand 3
+            retry if !(retries -= 1).zero?
+            raise
+          ensure
+            queue_cleanup(sha)
+          end
+        end
+
+        def skip_import?(attachments, local_article)
+          local_attachments = local_article.attachments
+          return true if local_attachments.count == attachments.count
+          # get a common ground
+          local_attachments.each(&:delete)
+          return true if attachments.empty?
+          false
+        end
+
+        def queueing(sha, decoded_filename)
+          # this is (currently) needed for avoiding
+          # race conditions inserting attachments with
+          # the same fingerprint in the DB in concurrent threads
+          @sha_queue      ||= {}
+          @sha_queue[sha] ||= []
+
+          return if !queueing_active?
+          @sha_queue[sha].push(queue_id)
+
+          while @sha_queue[sha].first != queue_id
+            sleep_time = 0.25
+            log "Found active import for fingerprint #{sha} (#{decoded_filename})... sleeping #{sleep_time} seconds. Queue: #{@sha_queue[sha]}."
+            sleep sleep_time
+          end
+        end
+
+        def queue_cleanup(sha)
+          return if !queueing_active?
+          @sha_queue[sha].shift
+        end
+
+        def queueing_active?
+          return if !queue_id
+          true
+        end
+
+        def queue_id
+          Thread.current[:thread_no]
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article_customer.rb
+++ b/lib/import/otrs/article_customer.rb
@ -0,0 +1,84 @@
+module Import
+  module OTRS
+    class ArticleCustomer
+      include Import::Helper
+
+      def initialize(article)
+        user = import(article)
+        return if !user
+        article['created_by_id'] = user.id
+      rescue Exceptions::UnprocessableEntity => e
+        log "ERROR: Can't extract customer from Article #{article[:id]}"
+      end
+
+      private
+
+      def import(article)
+        find_user_or_create(article)
+      end
+
+      def extract_email(from)
+        Mail::Address.new(from).address
+      rescue
+        return from if from !~ /<\s*([^\s]+)/
+        $1
+      end
+
+      def find_user_or_create(article)
+        user = user_found?(article)
+        return user if user
+        create_user(article)
+      end
+
+      def user_found?(article)
+        email = extract_email(article['From'])
+        user   = ::User.find_by(email: email)
+        user ||= ::User.find_by(login: email)
+        user
+      end
+
+      def create_user(article)
+        email = extract_email(article['From'])
+        ::User.create(
+          login:         email,
+          firstname:     extract_display_name(article['from']),
+          lastname:      '',
+          email:         email,
+          password:      '',
+          active:        true,
+          role_ids:      roles,
+          updated_by_id: 1,
+          created_by_id: 1,
+        )
+      rescue ActiveRecord::RecordNotUnique
+        log "User #{email} was handled by another thread, taking this."
+
+        return if user_found?(article)
+
+        log "User #{email} wasn't created sleep and retry."
+        sleep rand 3
+        retry
+      end
+
+      def roles
+        [
+          Role.find_by(name: 'Customer').id
+        ]
+      end
+
+      def extract_display_name(from)
+        # do extra decoding because we needed to use field.value
+        Mail::Field.new('X-From', parsed_display_name(from)).to_s
+      end
+
+      def parsed_display_name(from)
+        parsed_address = Mail::Address.new(from)
+        return parsed_address.display_name if parsed_address.display_name
+        return from if parsed_address.comments.empty?
+        parsed_address.comments[0]
+      rescue
+        from
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article_customer_factory.rb
+++ b/lib/import/otrs/article_customer_factory.rb
@ -0,0 +1,14 @@
+module Import
+  module OTRS
+    module ArticleCustomerFactory
+      extend Import::Factory
+
+      def skip?(record)
+        return true if record['sender'] != 'customer'
+        return true if record['created_by_id'].to_i != 1
+        return true if record['from'].empty?
+        false
+      end
+    end
+  end
+end
--- a/lib/import/otrs/article_factory.rb
+++ b/lib/import/otrs/article_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module ArticleFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/async.rb
+++ b/lib/import/otrs/async.rb
@ -0,0 +1,62 @@
+module Import
+  module OTRS
+    module Async
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def start_bg
+        Setting.reload
+
+        Import::OTRS::Requester.connection_test
+
+        # start thread to observe current state
+        status_update_thread = Thread.new {
+          loop do
+            result = {
+              data: current_state,
+              result: 'in_progress',
+            }
+            Cache.write('import:state', result, expires_in: 10.minutes)
+            sleep 8
+          end
+        }
+        sleep 2
+
+        # start import data
+        begin
+          Import::OTRS.start
+        rescue => e
+          status_update_thread.exit
+          status_update_thread.join
+          Rails.logger.error e.message
+          Rails.logger.error e.backtrace.inspect
+          result = {
+            message: e.message,
+            result: 'error',
+          }
+          Cache.write('import:state', result, expires_in: 10.hours)
+          return false
+        end
+        sleep 16 # wait until new finished import state is on client
+        status_update_thread.exit
+        status_update_thread.join
+
+        result = {
+          result: 'import_done',
+        }
+        Cache.write('import:state', result, expires_in: 10.hours)
+
+        Setting.set('system_init_done', true)
+        Setting.set('import_mode', false)
+      end
+
+      def status_bg
+        state = Cache.get('import:state')
+        return state if state
+        {
+          message: 'not running',
+        }
+      end
+    end
+  end
+end
--- a/lib/import/otrs/customer.rb
+++ b/lib/import/otrs/customer.rb
@ -0,0 +1,67 @@
+module Import
+  module OTRS
+    class Customer
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime:             :updated_at,
+        CreateTime:             :created_at,
+        CreateBy:               :created_by_id,
+        ChangeBy:               :updated_by_id,
+        CustomerCompanyName:    :name,
+        CustomerCompanyComment: :note,
+      }.freeze
+
+      def initialize(customer)
+        import(customer)
+      end
+
+      def self.by_customer_id(customer_id)
+        organizations = Import::OTRS::Requester.load('Customer')
+
+        result = nil
+        organizations.each do |organization|
+          next if customer_id != organization['CustomerID']
+          result = Organization.find_by(name: organization['CustomerCompanyName'])
+          break
+        end
+        result
+      end
+
+      private
+
+      def import(customer)
+        create_or_update(map(customer))
+      end
+
+      def create_or_update(customer)
+        return if updated?(customer)
+        create(customer)
+      end
+
+      def updated?(customer)
+        @local_customer = Organization.find_by(name: customer[:name])
+        return false if !@local_customer
+        log "update Organization.find_by(name: #{customer[:name]})"
+        @local_customer.update_attributes(customer)
+        true
+      end
+
+      def create(customer)
+        log "add Organization.find_by(name: #{customer[:name]})"
+        @local_customer = Organization.create(customer)
+        reset_primary_key_sequence('organizations')
+      end
+
+      def map(customer)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(customer),
+        }
+          .merge(from_mapping(customer))
+      end
+    end
+  end
+end
--- a/lib/import/otrs/customer_factory.rb
+++ b/lib/import/otrs/customer_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module CustomerFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/customer_user.rb
+++ b/lib/import/otrs/customer_user.rb
@ -0,0 +1,92 @@
+module Import
+  module OTRS
+    class CustomerUser
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime:    :updated_at,
+        CreateTime:    :created_at,
+        CreateBy:      :created_by_id,
+        ChangeBy:      :updated_by_id,
+        UserComment:   :note,
+        UserEmail:     :email,
+        UserFirstname: :firstname,
+        UserLastname:  :lastname,
+        UserLogin:     :login,
+        UserPassword:  :password,
+        UserPhone:     :phone,
+        UserFax:       :fax,
+        UserMobile:    :mobile,
+        UserStreet:    :street,
+        UserZip:       :zip,
+        UserCity:      :city,
+        UserCountry:   :country,
+      }.freeze
+
+      def initialize(customer)
+        import(customer)
+      end
+
+      private
+
+      def import(customer)
+        create_or_update(map(customer))
+      end
+
+      def create_or_update(customer)
+        return if updated?(customer)
+        create(customer)
+      end
+
+      def updated?(customer)
+        @local_customer = ::User.find_by(login: customer[:login])
+        return false if !@local_customer
+
+        # do not update user if it is already agent
+        return true if @local_customer.role_ids.include?(Role.find_by(name: 'Agent').id)
+
+        # only update roles if different (reduce sql statements)
+        if @local_customer.role_ids == customer[:role_ids]
+          user.delete(:role_ids)
+        end
+
+        log "update User.find_by(login: #{customer[:login]})"
+        @local_customer.update_attributes(customer)
+        true
+      end
+
+      def create(customer)
+        log "add User.find_by(login: #{customer[:login]})"
+        @local_customer = ::User.new(customer)
+        @local_customer.save
+        reset_primary_key_sequence('users')
+      end
+
+      def map(customer)
+        {
+          created_by_id:   1,
+          updated_by_id:   1,
+          active:          active?(customer),
+          source:          'OTRS Import',
+          organization_id: organization_id(customer),
+          role_ids:        role_ids,
+        }
+          .merge(from_mapping(customer))
+      end
+
+      def role_ids
+        [
+          Role.find_by(name: 'Customer').id
+        ]
+      end
+
+      def organization_id(customer)
+        return if !customer['UserCustomerID']
+        organization = Import::OTRS::Customer.by_customer_id(customer['UserCustomerID'])
+        return if !organization
+        organization.id
+      end
+    end
+  end
+end
--- a/lib/import/otrs/customer_user_factory.rb
+++ b/lib/import/otrs/customer_user_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module CustomerUserFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/diff.rb
+++ b/lib/import/otrs/diff.rb
@ -0,0 +1,36 @@
+module Import
+  module OTRS
+    module Diff
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def diff_worker
+        return if !diff_import_possible?
+        diff
+      end
+
+      private
+
+      def diff_import_possible?
+        return if !Setting.get('import_mode')
+        return if Setting.get('import_otrs_endpoint') == 'http://otrs_host/otrs'
+        true
+      end
+
+      def diff
+        log 'Start diff...'
+
+        check_import_mode
+
+        updateable_objects
+
+        # get changed tickets
+        ticket_diff
+      end
+
+      def ticket_diff
+        import_regular('Ticket', diff: true)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field.rb
+++ b/lib/import/otrs/dynamic_field.rb
@ -0,0 +1,61 @@
+module Import
+  module OTRS
+    class DynamicField
+
+      def initialize(dynamic_field)
+        @internal_name = self.class.convert_name(dynamic_field['Name'])
+
+        return if already_imported?(dynamic_field)
+
+        initialize_attribute_config(dynamic_field)
+
+        init_callback(dynamic_field)
+        add
+      end
+
+      def self.convert_name(dynamic_field_name)
+        dynamic_field_name.underscore.sub(/\_id(s)?\z/, '_no\1')
+      end
+
+      private
+
+      def init_callback(_)
+        raise 'No init callback defined for this dynamic field!'
+      end
+
+      def already_imported?(dynamic_field)
+        attribute = ObjectManager::Attribute.get(
+          object: dynamic_field['ObjectType'],
+          name:   @internal_name,
+        )
+        attribute ? true : false
+      end
+
+      def initialize_attribute_config(dynamic_field)
+
+        @attribute_config = {
+          object:  dynamic_field['ObjectType'],
+          name:    @internal_name,
+          display: dynamic_field['Label'],
+          screens: {
+            view: {
+              '-all-' => {
+                shown: true,
+              },
+            },
+          },
+          active:        true,
+          editable:      dynamic_field['InternalField'] == '0',
+          position:      dynamic_field['FieldOrder'],
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+      end
+
+      def add
+        ObjectManager::Attribute.add(@attribute_config)
+        ObjectManager::Attribute.migration_execute(false)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/checkbox.rb
+++ b/lib/import/otrs/dynamic_field/checkbox.rb
@ -0,0 +1,22 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Checkbox < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'boolean',
+            data_option: {
+              default: dynamic_field['Config']['DefaultValue'] == '1',
+              options: {
+                true  => 'Yes',
+                false => 'No',
+              },
+              null:      false,
+              translate: true,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/date.rb
+++ b/lib/import/otrs/dynamic_field/date.rb
@ -0,0 +1,24 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/otrs/dynamic_field'
+
+module Import
+  module OTRS
+    class DynamicField
+      class Date < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'date',
+            data_option: {
+              future: dynamic_field['Config']['YearsInFuture'] != '0',
+              past:   dynamic_field['Config']['YearsInPast'] != '0',
+              diff:   dynamic_field['Config']['DefaultValue'].to_i / 60 / 60 / 24,
+              null:   false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/date_time.rb
+++ b/lib/import/otrs/dynamic_field/date_time.rb
@ -0,0 +1,24 @@
+# this require is required (hehe) because of Rails autoloading
+# which causes strange behavior not inheriting correctly
+# from Import::OTRS::DynamicField
+require 'import/otrs/dynamic_field'
+
+module Import
+  module OTRS
+    class DynamicField
+      class DateTime < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'datetime',
+            data_option: {
+              future: dynamic_field['Config']['YearsInFuture'] != '0',
+              past:   dynamic_field['Config']['YearsInPast'] != '0',
+              diff:   dynamic_field['Config']['DefaultValue'].to_i / 60 / 60,
+              null:   false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/dropdown.rb
+++ b/lib/import/otrs/dynamic_field/dropdown.rb
@ -0,0 +1,20 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Dropdown < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'select',
+            data_option: {
+              default:   '',
+              multiple:  false,
+              options:   dynamic_field['Config']['PossibleValues'],
+              null:      dynamic_field['Config']['PossibleNone'] == '1',
+              translate: dynamic_field['Config']['TranslatableValues'] == '1',
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/multiselect.rb
+++ b/lib/import/otrs/dynamic_field/multiselect.rb
@ -0,0 +1,20 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Multiselect < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'select',
+            data_option: {
+              default:   '',
+              multiple:  true,
+              options:   dynamic_field['Config']['PossibleValues'],
+              null:      dynamic_field['Config']['PossibleNone'] == '1',
+              translate: dynamic_field['Config']['TranslatableValues'] == '1',
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/text.rb
+++ b/lib/import/otrs/dynamic_field/text.rb
@ -0,0 +1,19 @@
+module Import
+  module OTRS
+    class DynamicField
+      class Text < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'input',
+            data_option: {
+              default:   dynamic_field['Config']['DefaultValue'],
+              type:      'text',
+              maxlength: 255,
+              null:      false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field/text_area.rb
+++ b/lib/import/otrs/dynamic_field/text_area.rb
@ -0,0 +1,18 @@
+module Import
+  module OTRS
+    class DynamicField
+      class TextArea < Import::OTRS::DynamicField
+        def init_callback(dynamic_field)
+          @attribute_config.merge!(
+            data_type:   'textarea',
+            data_option: {
+              default: dynamic_field['Config']['DefaultValue'],
+              rows:    dynamic_field['Config']['Rows'],
+              null:    false,
+            }
+          )
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/dynamic_field_factory.rb
+++ b/lib/import/otrs/dynamic_field_factory.rb
@ -0,0 +1,52 @@
+module Import
+  module OTRS
+    module DynamicFieldFactory
+      extend Import::Factory
+      extend Import::Helper
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def skip?(record)
+        return true if !importable?(record)
+        return true if skip_field?(record['Name'])
+        false
+      end
+
+      def backend_class(record)
+        "Import::OTRS::DynamicField::#{record['FieldType']}".constantize
+      end
+
+      def skip_field?(dynamic_field_name)
+        skip_fields.include?(dynamic_field_name)
+      end
+
+      private
+
+      def importable?(dynamic_field)
+        return false if !supported_object_type?(dynamic_field)
+        supported_field_type?(dynamic_field)
+      end
+
+      def supported_object_type?(dynamic_field)
+        return true if dynamic_field['ObjectType'] == 'Ticket'
+        log "ERROR: Unsupported dynamic field object type '#{dynamic_field['ObjectType']}' for dynamic field '#{dynamic_field['Name']}'"
+        false
+      end
+
+      def supported_field_type?(dynamic_field)
+        return true if supported_field_types.include?(dynamic_field['FieldType'])
+        log "ERROR: Unsupported dynamic field field type '#{dynamic_field['FieldType']}' for dynamic field '#{dynamic_field['Name']}'"
+        false
+      end
+
+      def supported_field_types
+        %w(Text TextArea Checkbox DateTime Date Dropdown Multiselect)
+      end
+
+      def skip_fields
+        %w(ProcessManagementProcessID ProcessManagementActivityID ZammadMigratorChanged ZammadMigratorChangedOld)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/helper.rb
+++ b/lib/import/otrs/helper.rb
@ -0,0 +1,37 @@
+module Import
+  module OTRS
+    module Helper
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      private
+
+      def from_mapping(record)
+        result = {}
+        # use the mapping of the class in which
+        # this module gets extended
+        self.class::MAPPING.each { |key_sym, value|
+          key = key_sym.to_s
+          next if !record.key?(key)
+          result[value] = record[key]
+        }
+        result
+      end
+
+      def active?(record)
+        case record['ValidID'].to_s
+        when '3'
+          false
+        when '2'
+          false
+        when '1'
+          true
+        when '0'
+          false
+        else
+          true
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history.rb
+++ b/lib/import/otrs/history.rb
@ -0,0 +1,21 @@
+module Import
+  module OTRS
+    class History
+
+      def initialize(history)
+        init_callback(history)
+        add
+      end
+
+      def init_callback(_)
+        raise 'No init callback defined for this history!'
+      end
+
+      private
+
+      def add
+        ::History.add(@history_attributes)
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/article.rb
+++ b/lib/import/otrs/history/article.rb
@ -0,0 +1,20 @@
+module Import
+  module OTRS
+    class History
+      class Article < Import::OTRS::History
+        def init_callback(history)
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['ArticleID'],
+            history_type: 'created',
+            history_object: 'Ticket::Article',
+            related_o_id: history['TicketID'],
+            related_history_object: 'Ticket',
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/move.rb
+++ b/lib/import/otrs/history/move.rb
@ -0,0 +1,33 @@
+module Import
+  module OTRS
+    class History
+      class Move < Import::OTRS::History
+        def init_callback(history)
+          data = history['Name']
+          # "%%Queue1%%5%%Postmaster%%1"
+          from = nil
+          to   = nil
+          if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
+            from    = $1
+            from_id = $2
+            to      = $3
+            to_id   = $4
+          end
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'updated',
+            history_object: 'Ticket',
+            history_attribute: 'group',
+            value_from: from,
+            value_to: to,
+            id_from: from_id,
+            id_to: to_id,
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/new_ticket.rb
+++ b/lib/import/otrs/history/new_ticket.rb
@ -0,0 +1,18 @@
+module Import
+  module OTRS
+    class History
+      class NewTicket < Import::OTRS::History
+        def init_callback(history)
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'created',
+            history_object: 'Ticket',
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/priority_update.rb
+++ b/lib/import/otrs/history/priority_update.rb
@ -0,0 +1,33 @@
+module Import
+  module OTRS
+    class History
+      class PriorityUpdate < Import::OTRS::History
+        def init_callback(history)
+          data = history['Name']
+          # "%%3 normal%%3%%5 very high%%5"
+          from = nil
+          to   = nil
+          if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
+            from    = $1
+            from_id = $2
+            to      = $3
+            to_id   = $4
+          end
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'updated',
+            history_object: 'Ticket',
+            history_attribute: 'priority',
+            value_from: from,
+            value_to: to,
+            id_from: from_id,
+            id_to: to_id,
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history/state_update.rb
+++ b/lib/import/otrs/history/state_update.rb
@ -0,0 +1,39 @@
+module Import
+  module OTRS
+    class History
+      class StateUpdate < Import::OTRS::History
+        def init_callback(history)
+          data = history['Name']
+          # "%%new%%open%%"
+          from = nil
+          to   = nil
+          if data =~ /%%(.+?)%%(.+?)%%/
+            from    = $1
+            to      = $2
+            state_from = ::Ticket::State.lookup(name: from)
+            state_to   = ::Ticket::State.lookup(name: to)
+            if state_from
+              from_id = state_from.id
+            end
+            if state_to
+              to_id = state_to.id
+            end
+          end
+          @history_attributes = {
+            id: history['HistoryID'],
+            o_id: history['TicketID'],
+            history_type: 'updated',
+            history_object: 'Ticket',
+            history_attribute: 'state',
+            value_from: from,
+            id_from: from_id,
+            value_to: to,
+            id_to: to_id,
+            created_at: history['CreateTime'],
+            created_by_id: history['CreateBy']
+          }
+        end
+      end
+    end
+  end
+end
--- a/lib/import/otrs/history_factory.rb
+++ b/lib/import/otrs/history_factory.rb
@ -0,0 +1,40 @@
+module Import
+  module OTRS
+    module HistoryFactory
+      extend Import::Factory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def skip?(record)
+        return true if !determine_class(record)
+        false
+      end
+
+      def backend_class(record)
+        "Import::OTRS::History::#{determine_class(record)}".constantize
+      end
+
+      private
+
+      def determine_class(history)
+        check_supported(history) || check_article(history)
+      end
+
+      def supported_types
+        %w(NewTicket StateUpdate Move PriorityUpdate)
+      end
+
+      def check_supported(history)
+        return if !supported_types.include?(history['HistoryType'])
+        history['HistoryType']
+      end
+
+      def check_article(history)
+        return if !history['ArticleID']
+        return if history['ArticleID'].to_i.zero?
+        'Article'
+      end
+    end
+  end
+end
--- a/lib/import/otrs/import_stats.rb
+++ b/lib/import/otrs/import_stats.rb
@ -0,0 +1,74 @@
+module Import
+  module OTRS
+    module ImportStats
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def current_state
+        {
+          Base: {
+            done:  base_done,
+            total: base_total,
+          },
+          User: {
+            done:  user_done,
+            total: user_total,
+          },
+          Ticket: {
+            done:  ticket_done,
+            total: ticket_total,
+          },
+        }
+      end
+
+      private
+
+      def statistic
+
+        # check cache
+        cache = Cache.get('import_otrs_stats')
+        return cache if cache
+
+        # retrive statistic
+        statistic = Import::OTRS::Requester.list
+        return statistic if !statistic
+
+        Cache.write('import_otrs_stats', statistic)
+        statistic
+      end
+
+      def base_done
+        Group.count + ::Ticket::State.count + ::Ticket::Priority.count
+      end
+
+      def base_total
+        sum_stat(%w(Queue State Priority))
+      end
+
+      def user_done
+        User.count
+      end
+
+      def user_total
+        sum_stat(%w(User CustomerUser))
+      end
+
+      def ticket_done
+        Ticket.count
+      end
+
+      def ticket_total
+        sum_stat(%w(Ticket))
+      end
+
+      def sum_stat(objects)
+        data = statistic
+        sum  = 0
+        objects.each { |object|
+          sum += data[object]
+        }
+        sum
+      end
+    end
+  end
+end
--- a/lib/import/otrs/priority.rb
+++ b/lib/import/otrs/priority.rb
@ -0,0 +1,58 @@
+module Import
+  module OTRS
+    class Priority
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime: :updated_at,
+        CreateTime: :created_at,
+        CreateBy:   :created_by_id,
+        ChangeBy:   :updated_by_id,
+        Name:       :name,
+        ID:         :id,
+        Comment:    :note,
+      }.freeze
+
+      def initialize(priority)
+        import(priority)
+      end
+
+      private
+
+      def import(priority)
+        create_or_update(map(priority))
+      end
+
+      def create_or_update(priority)
+        return if updated?(priority)
+        create(priority)
+      end
+
+      def updated?(priority)
+        @local_priority = ::Ticket::Priority.find_by(id: priority[:id])
+        return false if !@local_priority
+        log "update Ticket::Priority.find_by(id: #{priority[:id]})"
+        @local_priority.update_attributes(priority)
+        true
+      end
+
+      def create(priority)
+        log "add Ticket::Priority.find_by(id: #{priority[:id]})"
+        @local_priority    = ::Ticket::Priority.new(priority)
+        @local_priority.id = priority[:id]
+        @local_priority.save
+        reset_primary_key_sequence('ticket_priorities')
+      end
+
+      def map(priority)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(priority),
+        }
+          .merge(from_mapping(priority))
+      end
+    end
+  end
+end
--- a/lib/import/otrs/priority_factory.rb
+++ b/lib/import/otrs/priority_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module PriorityFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/queue.rb
+++ b/lib/import/otrs/queue.rb
@ -0,0 +1,58 @@
+module Import
+  module OTRS
+    class Queue
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime: :updated_at,
+        CreateTime: :created_at,
+        CreateBy:   :created_by_id,
+        ChangeBy:   :updated_by_id,
+        Name:       :name,
+        QueueID:    :id,
+        Comment:    :note,
+      }.freeze
+
+      def initialize(queue)
+        import(queue)
+      end
+
+      private
+
+      def import(queue)
+        create_or_update(map(queue))
+      end
+
+      def create_or_update(queue)
+        return if updated?(queue)
+        create(queue)
+      end
+
+      def updated?(queue)
+        @local_queue = Group.find_by(id: queue[:id])
+        return false if !@local_queue
+        log "update Group.find_by(id: #{queue[:id]})"
+        @local_queue.update_attributes(queue)
+        true
+      end
+
+      def create(queue)
+        log "add Group.find_by(id: #{queue[:id]})"
+        @local_queue    = Group.new(queue)
+        @local_queue.id = queue[:id]
+        @local_queue.save
+        reset_primary_key_sequence('groups')
+      end
+
+      def map(queue)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(queue),
+        }
+          .merge(from_mapping(queue))
+      end
+    end
+  end
+end
--- a/lib/import/otrs/queue_factory.rb
+++ b/lib/import/otrs/queue_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module QueueFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/requester.rb
+++ b/lib/import/otrs/requester.rb
@ -0,0 +1,93 @@
+module Import
+  module OTRS
+    module Requester
+      extend Import::Helper
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def load(object, args = {})
+
+        @cache ||= {}
+        if args.empty? && @cache[object]
+          return @cache[object]
+        end
+
+        result = request_result(
+          Subaction: 'Export',
+          Object:    object,
+          Limit:     args[:limit]  || '',
+          Offset:    args[:offset] || '',
+          Diff:      args[:diff] ? 1 : 0
+        )
+
+        return result if !args.empty?
+        @cache[object] = result
+        @cache[object]
+      end
+
+      def list
+        request_result(Subaction: 'List')
+      end
+
+      # TODO: refactor to something like .connected?
+      def connection_test
+        result = request_json({})
+        return true if result['Success']
+        raise 'API key not valid!'
+      end
+
+      private
+
+      def request_result(params)
+        response = request_json(params)
+        response['Result']
+      end
+
+      def request_json(params)
+        response = post(params)
+        result   = handle_response(response)
+
+        return result if result
+
+        raise 'Invalid response'
+      end
+
+      def handle_response(response)
+        encoded_body = Encode.conv('utf8', response.body.to_s)
+        JSON.parse(encoded_body)
+      end
+
+      def post(params)
+        url             = Setting.get('import_otrs_endpoint')
+        params[:Action] = 'ZammadMigrator'
+        params[:Key]    = Setting.get('import_otrs_endpoint_key')
+
+        log 'POST: ' + url
+        log 'PARAMS: ' + params.inspect
+
+        response = UserAgent.post(
+          url,
+          params,
+          {
+            open_timeout:  10,
+            read_timeout:  120,
+            total_timeout: 360,
+            user:          Setting.get('import_otrs_user'),
+            password:      Setting.get('import_otrs_password'),
+          },
+        )
+
+        if !response
+          raise "Can't connect to Zammad Migrator"
+        end
+
+        if !response.success?
+          log "ERROR: #{response.error}"
+          raise 'Zammad Migrator returned an error'
+        end
+        response
+      end
+    end
+  end
+end
--- a/lib/import/otrs/state.rb
+++ b/lib/import/otrs/state.rb
@ -0,0 +1,70 @@
+module Import
+  module OTRS
+    class State
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime: :updated_at,
+        CreateTime: :created_at,
+        CreateBy:   :created_by_id,
+        ChangeBy:   :updated_by_id,
+        Name:       :name,
+        ID:         :id,
+        ValidID:    :active,
+        Comment:    :note,
+      }.freeze
+
+      def initialize(state)
+        import(state)
+      end
+
+      private
+
+      def import(state)
+        create_or_update(map(state))
+      end
+
+      def create_or_update(state)
+        return if updated?(state)
+        create(state)
+      end
+
+      def updated?(state)
+        @local_state = ::Ticket::State.find_by(id: state[:id])
+        return false if !@local_state
+        log "update Ticket::State.find_by(id: #{state[:id]})"
+        @local_state.update_attributes(state)
+        true
+      end
+
+      def create(state)
+        log "add Ticket::State.find_by(id: #{state[:id]})"
+        @local_state    = ::Ticket::State.new(state)
+        @local_state.id = state[:id]
+        @local_state.save
+        reset_primary_key_sequence('ticket_states')
+      end
+
+      def map(state)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(state),
+          state_type_id: state_type_id(state)
+        }
+          .merge(from_mapping(state))
+      end
+
+      def state_type_id(state)
+        map_type(state)
+        ::Ticket::StateType.lookup(name: state['TypeName']).id
+      end
+
+      def map_type(state)
+        return if state['TypeName'] != 'pending auto'
+        state['TypeName'] = 'pending action'
+      end
+    end
+  end
+end
--- a/lib/import/otrs/state_factory.rb
+++ b/lib/import/otrs/state_factory.rb
@ -0,0 +1,22 @@
+module Import
+  module OTRS
+    module StateFactory
+      extend Import::TransactionFactory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def pre_import_hook(_records)
+        backup
+      end
+
+      def backup
+        # rename states to handle not uniq issues
+        ::Ticket::State.all.each { |state|
+          state.name = state.name + '_tmp'
+          state.save
+        }
+      end
+    end
+  end
+end
--- a/lib/import/otrs/sys_config_factory.rb
+++ b/lib/import/otrs/sys_config_factory.rb
@ -0,0 +1,51 @@
+module Import
+  module OTRS
+    module SysConfigFactory
+
+      # rubocop:disable Style/ModuleFunction
+      extend self
+
+      def import(settings)
+        settings.each do |setting|
+          next if direct_copy?(setting)
+          next if number_generator?(setting)
+        end
+      end
+
+      private
+
+      def direct_settings
+        %w(FQDN HttpType SystemID Organization TicketHook)
+      end
+
+      def direct_copy?(setting)
+        cleaned_name = cleanup_name(setting['Key'])
+        return false if !direct_settings.include?(cleaned_name)
+
+        internal_name = cleaned_name.underscore
+        Setting.set(internal_name, setting['Value'])
+
+        true
+      end
+
+      def cleanup_name(key)
+        key.tr('::', '')
+      end
+
+      def number_generator?(setting)
+        return false if setting['Key'] != 'Ticket::NumberGenerator'
+
+        case setting['Value']
+        when 'Kernel::System::Ticket::Number::DateChecksum'
+          Setting.set('ticket_number', 'Ticket::Number::Date')
+          Setting.set('ticket_number_date', { checksum: true })
+        when 'Kernel::System::Ticket::Number::Date'
+          Setting.set('ticket_number', 'Ticket::Number::Date')
+          Setting.set('ticket_number_date', { checksum: false })
+        end
+
+        true
+      end
+    end
+  end
+end
--- a/lib/import/otrs/ticket.rb
+++ b/lib/import/otrs/ticket.rb
@ -0,0 +1,163 @@
+require 'ticket'
+
+module Import
+  module OTRS
+    class Ticket
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        Changed: :updated_at,
+        Created: :created_at,
+        CreateBy: :created_by_id,
+        TicketNumber: :number,
+        QueueID: :group_id,
+        StateID: :state_id,
+        PriorityID: :priority_id,
+        Title: :title,
+        TicketID: :id,
+        FirstResponse: :first_response_at,
+        #FirstResponseTimeDestinationDate: :first_response_escalation_at,
+        #FirstResponseInMin: :first_response_in_min,
+        #FirstResponseDiffInMin: :first_response_diff_in_min,
+        Closed: :close_at,
+        #SoltutionTimeDestinationDate: :close_escalation_at,
+        #CloseTimeInMin: :close_in_min,
+        #CloseTimeDiffInMin: :close_diff_in_min,
+      }.freeze
+
+      def initialize(ticket)
+        fix(ticket)
+        import(ticket)
+      end
+
+      private
+
+      def import(ticket)
+        Import::OTRS::ArticleCustomerFactory.import(ticket['Articles'])
+
+        create_or_update(map(ticket))
+
+        Import::OTRS::ArticleFactory.import(ticket['Articles'])
+        Import::OTRS::HistoryFactory.import(ticket['History'])
+      end
+
+      def create_or_update(ticket)
+        return if updated?(ticket)
+        create(ticket)
+      end
+
+      def updated?(ticket)
+        @local_ticket = ::Ticket.find_by(id: ticket[:id])
+        return false if !@local_ticket
+        log "update Ticket.find_by(id: #{ticket[:id]})"
+        @local_ticket.update_attributes(ticket)
+        true
+      end
+
+      def create(ticket)
+        log "add Ticket.find_by(id: #{ticket[:id]})"
+        @local_ticket    = ::Ticket.new(ticket)
+        @local_ticket.id = ticket[:id]
+        @local_ticket.save
+        reset_primary_key_sequence('tickets')
+      rescue ActiveRecord::RecordNotUnique
+        log "Ticket #{ticket[:id]} is handled by another thead, skipping."
+      end
+
+      def map(ticket)
+        {
+          title:         '',
+          owner_id:      owner_id(ticket),
+          customer_id:   customer_id(ticket),
+          created_by_id: 1,
+          updated_by_id: 1,
+        }
+          .merge(from_mapping(ticket))
+          .merge(dynamic_fields(ticket))
+      end
+
+      def dynamic_fields(ticket)
+        result = {}
+        ticket.keys.each { |key|
+
+          key_string = key.to_s
+
+          next if !key_string.start_with?('DynamicField_')
+          dynamic_field_name = key_string[13, key_string.length]
+
+          next if Import::OTRS::DynamicFieldFactory.skip_field?( dynamic_field_name )
+          dynamic_field_name = Import::OTRS::DynamicField.convert_name(dynamic_field_name)
+
+          result[dynamic_field_name.to_sym] = ticket[key_string]
+        }
+        result
+      end
+
+      def owner_id(ticket)
+        default = 1
+        owner   = ticket['Owner']
+
+        return default if !owner
+        user = user_lookup(owner)
+
+        return user.id if user
+        default
+      end
+
+      def customer_id(ticket)
+        default  = 1
+        customer = ticket['CustomerUserID']
+
+        return default if !customer
+        user = user_lookup(customer)
+
+        return user.id if user
+
+        first_customer_id = first_customer_id(ticket['Articles'])
+
+        return first_customer_id if first_customer_id
+
+        default
+      end
+
+      def user_lookup(login)
+        ::User.find_by(login: login.downcase)
+      end
+
+      def first_customer_id(articles)
+        user_id = nil
+        articles.each { |article|
+          next if article['sender'] != 'customer'
+          next if article['from'].empty?
+
+          user_id = article['created_by_id'].to_i
+          break
+        }
+        user_id
+      end
+
+      # cleanup invalid values
+      def fix(ticket)
+        utf8_encode(ticket)
+        fix_timestamps(ticket)
+        fix_close_time(ticket)
+      end
+
+      def fix_timestamps(ticket)
+        ticket.each { |key, value|
+          next if value != '0000-00-00 00:00:00'
+          ticket[key] = nil
+        }
+      end
+
+      # fix OTRS 3.1 bug, no close time if ticket is created
+      def fix_close_time(ticket)
+        return if ticket['StateType'] != 'closed'
+        return if ticket['Closed']
+        return if !ticket['Closed'].empty?
+        ticket['Closed'] = ticket['Created']
+      end
+    end
+  end
+end
--- a/lib/import/otrs/ticket_factory.rb
+++ b/lib/import/otrs/ticket_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module TicketFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/otrs/user.rb
+++ b/lib/import/otrs/user.rb
@ -0,0 +1,168 @@
+module Import
+  module OTRS
+    class User
+      include Import::Helper
+      include Import::OTRS::Helper
+
+      MAPPING = {
+        ChangeTime:    :updated_at,
+        CreateTime:    :created_at,
+        CreateBy:      :created_by_id,
+        ChangeBy:      :updated_by_id,
+        UserID:        :id,
+        Comment:       :note,
+        UserEmail:     :email,
+        UserFirstname: :firstname,
+        UserLastname:  :lastname,
+        UserLogin:     :login,
+        UserPw:        :password,
+      }.freeze
+
+      def initialize(user)
+        import(user)
+      end
+
+      private
+
+      def import(user)
+        create_or_update(map(user))
+      end
+
+      def create_or_update(user)
+        ensure_unique_login(user)
+        return if updated?(user)
+        create(user)
+      end
+
+      def updated?(user)
+        @local_user = ::User.find_by(id: user[:id])
+        return false if !@local_user
+
+        # only update roles if different (reduce sql statements)
+        if @local_user.role_ids == user[:role_ids]
+          user.delete(:role_ids)
+        end
+
+        log "update User.find_by(id: #{user[:id]})"
+        @local_user.update_attributes(user)
+        true
+      end
+
+      def create(user)
+        log "add User.find_by(id: #{user[:id]})"
+        @local_user    = ::User.new(user)
+        @local_user.id = user[:id]
+        @local_user.save
+        reset_primary_key_sequence('users')
+      end
+
+      def ensure_unique_login(user)
+        user[:login] = unique_login(user)
+      end
+
+      def unique_login(user)
+        login = user[:login]
+        return login if ::User.where('login = ? AND id != ?', login.downcase, user[:id]).count.zero?
+        "#{login}_#{user[:id]}"
+      end
+
+      def map(user)
+        {
+          created_by_id: 1,
+          updated_by_id: 1,
+          active:        active?(user),
+          source:        'OTRS Import',
+          role_ids:      role_ids(user),
+          group_ids:     group_ids(user),
+          password:      password(user),
+        }
+          .merge(from_mapping(user))
+      end
+
+      def password(user)
+        return if !user[:password]
+        "{sha2}#{user[:password]}"
+      end
+
+      def group_ids(user)
+        result = []
+        queues = Import::OTRS::Requester.load('Queue')
+        queues.each { |queue|
+
+          permissions = user['GroupIDs'][ queue['GroupID'] ]
+
+          next if !permissions
+          next if !permissions.include?('rw')
+
+          result.push queue['QueueID']
+        }
+
+        # lookup by roles
+
+        # roles of user
+        #   groups of roles
+        #     queues of group
+
+        result
+      end
+
+      def role_ids(user)
+        local_role_ids = []
+        roles(user).each { |role|
+          role_lookup = Role.lookup(name: role)
+          next if !role_lookup
+          local_role_ids.push role_lookup.id
+        }
+        local_role_ids
+      end
+
+      def roles(user)
+        local_roles = ['Agent']
+        local_roles += groups_from_otrs_groups(user)
+        local_roles += groups_from_otrs_roles(user)
+        local_roles.uniq
+      end
+
+      def groups_from_otrs_groups(user)
+        groups = Import::OTRS::Requester.load('Group')
+        groups_from_groups(user, groups)
+      end
+
+      def groups_from_groups(user, groups)
+        result = []
+        groups.each { |group|
+          result += groups_from_otrs_group(user, group)
+        }
+        result
+      end
+
+      def groups_from_otrs_group(user, group)
+        result = []
+        return result if user['GroupIDs'].empty?
+        permissions = user['GroupIDs'][ group['ID'] ]
+
+        return result if !permissions
+
+        if group['Name'] == 'admin' && permissions.include?('rw')
+          result.push 'Admin'
+        end
+
+        return result if group['Name'] !~ /^(stats|report)/
+        return result if !( permissions.include?('ro') || permissions.include?('rw') )
+
+        result.push 'Report'
+        result
+      end
+
+      def groups_from_otrs_roles(user)
+        result = []
+        roles  = Import::OTRS::Requester.load('Role')
+        roles.each { |role|
+          next if !user['RoleIDs'].include?(role['ID'])
+          result += groups_from_groups(user, role['GroupIDs'])
+        }
+        result
+      end
+    end
+  end
+end
--- a/lib/import/otrs/user_factory.rb
+++ b/lib/import/otrs/user_factory.rb
@ -0,0 +1,7 @@
+module Import
+  module OTRS
+    module UserFactory
+      extend Import::Factory
+    end
+  end
+end
--- a/lib/import/transaction_factory.rb
+++ b/lib/import/transaction_factory.rb
@ -0,0 +1,18 @@
+module Import
+  module TransactionFactory
+    include Import::BaseFactory
+
+    # rubocop:disable Style/ModuleFunction
+    extend self
+
+    def import(records)
+      ActiveRecord::Base.transaction do
+        pre_import_hook(records)
+        records.each do |record|
+          next if skip?(record)
+          backend_class(record).new(record)
+        end
+      end
+    end
+  end
+end
--- a/lib/import/zendesk.rb
+++ b/lib/import/zendesk.rb
@ -5,7 +5,8 @@ module Import
 end
 module Import::Zendesk

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

  def start
    Rails.logger.info 'Start import...'
--- a/spec/fixtures/import/otrs/article/attachment/default.json
+++ b/spec/fixtures/import/otrs/article/attachment/default.json
@ -0,0 +1,10 @@
+{
+  "ContentAlternative": "",
+  "ContentID": "",
+  "Disposition": "inline",
+  "Filesize": "201 Bytes",
+  "ContentType": "text/html; charset=\"utf-8\"",
+  "Filename": "ZmlsZS0y\n",
+  "FilesizeRaw": "201",
+  "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl\nIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZXQ9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9\nImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZjsgZm9udC1zaXpl\nOiAxMnB4OyI+dGVzdCAjMzwvYm9keT48L2h0bWw+\n"
+}
--- a/spec/fixtures/import/otrs/article/customer_phone.json
+++ b/spec/fixtures/import/otrs/article/customer_phone.json
@ -0,0 +1,97 @@
+{
+  "Age": 63188310,
+  "PriorityID": "3",
+  "ContentType": "text/plain; charset=utf-8",
+  "AttachmentIDOfHTMLBody": "1",
+  "DynamicField_SugarCRMCompanySelection": null,
+  "ServiceID": null,
+  "TicketFreeText11": null,
+  "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+  "DynamicField_Topic": null,
+  "StateID": "2",
+  "DynamicField_Hostname": null,
+  "Body": "test #3",
+  "DynamicField_ZammadMigratorChanged": null,
+  "EscalationTime": "0",
+  "Changed": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "DynamicField_ZarafaTN": null,
+  "DynamicField_ProcessManagementActivityID": null,
+  "DynamicField_TopicID": null,
+  "DynamicField_ScomHostname": null,
+  "Owner": "agent-2",
+  "AgeTimeUnix": 63188309,
+  "TicketFreeKey11": null,
+  "ArticleID": "3970",
+  "Created": "2014-11-21 00:17:41",
+  "DynamicField_ScomUUID": null,
+  "DynamicField_TicketFreeText11": null,
+  "DynamicField_TicketFreeKey11": null,
+  "DynamicField_ITSMReviewRequired": "No",
+  "DynamicField_OpenExchangeTicketNumber": null,
+  "DynamicField_ITSMDecisionDate": null,
+  "ArticleTypeID": "5",
+  "QueueID": "1",
+  "ReplyTo": "",
+  "DynamicField_ITSMImpact": null,
+  "TicketID": "730",
+  "DynamicField_ITSMRecoveryStartTime": null,
+  "Cc": "",
+  "EscalationResponseTime": "0",
+  "DynamicField_ProcessManagementProcessID": null,
+  "IncomingTime": "1416525461",
+  "Charset": "utf-8",
+  "DynamicField_CheckboxExample": null,
+  "DynamicField_Location": null,
+  "CustomerUserID": "BetreuterKunde2",
+  "DynamicField_Vertriebsweg": null,
+  "Attachments": [],
+  "DynamicField_CustomerLocation": null,
+  "DynamicField_SugarCRMRemoteID": null,
+  "DynamicField_OpenExchangeTN": null,
+  "Service": "",
+  "Type": "Incident",
+  "ContentCharset": "utf-8",
+  "DynamicField_TETest": null,
+  "Responsible": "root@localhost",
+  "SenderType": "customer",
+  "ResponsibleID": "1",
+  "SLA": "",
+  "MimeType": "text/plain",
+  "DynamicField_Combine": null,
+  "Subject": "test #3",
+  "InReplyTo": "",
+  "RealTillTimeNotUsed": "0",
+  "DynamicField_ScomService": null,
+  "CustomerID": "3333333333",
+  "TypeID": "1",
+  "MessageID": "",
+  "Priority": "3 normal",
+  "To": "Postmaster",
+  "DynamicField_SugarCRMCompanySelectedID": null,
+  "UntilTime": 0,
+  "EscalationUpdateTime": "0",
+  "CreatedBy": "3",
+  "Queue": "Postmaster",
+  "DynamicField_ITSMRepairStartTime": null,
+  "ToRealname": "Postmaster",
+  "State": "closed successful",
+  "SenderTypeID": "3",
+  "DynamicField_ZammadMigratorChangedOld": "1",
+  "Title": "test #3",
+  "DynamicField_ScomState": null,
+  "References": "",
+  "DynamicField_Department": null,
+  "ArticleType": "phone",
+  "StateType": "closed",
+  "FromRealname": "Betreuter Kunde",
+  "EscalationSolutionTime": "0",
+  "LockID": "1",
+  "TicketNumber": "20141121305000012",
+  "DynamicField_ITSMDecisionResult": null,
+  "Lock": "unlock",
+  "CreateTimeUnix": "1416525460",
+  "SLAID": null,
+  "DynamicField_ITSMCriticality": null,
+  "From": "\"Betreuter Kunde\" <kunde2@kunde.de>,"
+}
--- a/spec/fixtures/import/otrs/article/customer_phone_attachment.json
+++ b/spec/fixtures/import/otrs/article/customer_phone_attachment.json
@ -0,0 +1,108 @@
+{
+  "Age": 63188310,
+  "PriorityID": "3",
+  "ContentType": "text/plain; charset=utf-8",
+  "AttachmentIDOfHTMLBody": "1",
+  "DynamicField_SugarCRMCompanySelection": null,
+  "ServiceID": null,
+  "TicketFreeText11": null,
+  "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+  "DynamicField_Topic": null,
+  "StateID": "2",
+  "DynamicField_Hostname": null,
+  "Body": "test #3",
+  "DynamicField_ZammadMigratorChanged": null,
+  "EscalationTime": "0",
+  "Changed": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "DynamicField_ZarafaTN": null,
+  "DynamicField_ProcessManagementActivityID": null,
+  "DynamicField_TopicID": null,
+  "DynamicField_ScomHostname": null,
+  "Owner": "agent-2",
+  "AgeTimeUnix": 63188309,
+  "TicketFreeKey11": null,
+  "ArticleID": "3970",
+  "Created": "2014-11-21 00:17:41",
+  "DynamicField_ScomUUID": null,
+  "DynamicField_TicketFreeText11": null,
+  "DynamicField_TicketFreeKey11": null,
+  "DynamicField_ITSMReviewRequired": "No",
+  "DynamicField_OpenExchangeTicketNumber": null,
+  "DynamicField_ITSMDecisionDate": null,
+  "ArticleTypeID": "5",
+  "QueueID": "1",
+  "ReplyTo": "",
+  "DynamicField_ITSMImpact": null,
+  "TicketID": "730",
+  "DynamicField_ITSMRecoveryStartTime": null,
+  "Cc": "",
+  "EscalationResponseTime": "0",
+  "DynamicField_ProcessManagementProcessID": null,
+  "IncomingTime": "1416525461",
+  "Charset": "utf-8",
+  "DynamicField_CheckboxExample": null,
+  "DynamicField_Location": null,
+  "CustomerUserID": "BetreuterKunde2",
+  "DynamicField_Vertriebsweg": null,
+  "Attachments": [
+    {
+      "ContentAlternative": "",
+      "ContentID": "",
+      "Disposition": "inline",
+      "Filesize": "201 Bytes",
+      "ContentType": "text/html; charset=\"utf-8\"",
+      "Filename": "ZmlsZS0y\n",
+      "FilesizeRaw": "201",
+      "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl\nIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZXQ9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9\nImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZjsgZm9udC1zaXpl\nOiAxMnB4OyI+dGVzdCAjMzwvYm9keT48L2h0bWw+\n"
+    }
+  ],
+  "DynamicField_CustomerLocation": null,
+  "DynamicField_SugarCRMRemoteID": null,
+  "DynamicField_OpenExchangeTN": null,
+  "Service": "",
+  "Type": "Incident",
+  "ContentCharset": "utf-8",
+  "DynamicField_TETest": null,
+  "Responsible": "root@localhost",
+  "SenderType": "customer",
+  "ResponsibleID": "1",
+  "SLA": "",
+  "MimeType": "text/plain",
+  "DynamicField_Combine": null,
+  "Subject": "test #3",
+  "InReplyTo": "",
+  "RealTillTimeNotUsed": "0",
+  "DynamicField_ScomService": null,
+  "CustomerID": "3333333333",
+  "TypeID": "1",
+  "MessageID": "",
+  "Priority": "3 normal",
+  "To": "Postmaster",
+  "DynamicField_SugarCRMCompanySelectedID": null,
+  "UntilTime": 0,
+  "EscalationUpdateTime": "0",
+  "CreatedBy": "3",
+  "Queue": "Postmaster",
+  "DynamicField_ITSMRepairStartTime": null,
+  "ToRealname": "Postmaster",
+  "State": "closed successful",
+  "SenderTypeID": "3",
+  "DynamicField_ZammadMigratorChangedOld": "1",
+  "Title": "test #3",
+  "DynamicField_ScomState": null,
+  "References": "",
+  "DynamicField_Department": null,
+  "ArticleType": "phone",
+  "StateType": "closed",
+  "FromRealname": "Betreuter Kunde",
+  "EscalationSolutionTime": "0",
+  "LockID": "1",
+  "TicketNumber": "20141121305000012",
+  "DynamicField_ITSMDecisionResult": null,
+  "Lock": "unlock",
+  "CreateTimeUnix": "1416525460",
+  "SLAID": null,
+  "DynamicField_ITSMCriticality": null,
+  "From": "\"Betreuter Kunde\" <kunde2@kunde.de>,"
+}
--- a/spec/fixtures/import/otrs/customer/default.json
+++ b/spec/fixtures/import/otrs/customer/default.json
@ -0,0 +1,130 @@
+{
+  "ChangeTime": "2014-06-06 12:41:03",
+  "ChangeBy": "1",
+  "ValidID": "2",
+  "CustomerCompanyCity": "test922896",
+  "CreateTime": "2014-06-06 12:41:03",
+  "CustomerCompanyURL": "test922896",
+  "Config": {
+    "CustomerCompanySearchFields": [
+      "customer_id",
+      "name"
+    ],
+    "CustomerCompanyListFields": [
+      "customer_id",
+      "name"
+    ],
+    "Module": "Kernel::System::CustomerCompany::DB",
+    "CustomerCompanyKey": "customer_id",
+    "CustomerCompanySearchSuffix": "*",
+    "CacheTTL": 86400,
+    "CustomerCompanySearchListLimit": 250,
+    "CustomerCompanySearchPrefix": "",
+    "CustomerCompanyValid": "valid_id",
+    "Params": {
+      "Table": "customer_company",
+      "CaseSensitive": 0
+    },
+    "Map": [
+      [
+        "CustomerID",
+        "CustomerID",
+        "customer_id",
+        0,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyName",
+        "Customer",
+        "name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyStreet",
+        "Street",
+        "street",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyZIP",
+        "Zip",
+        "zip",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCity",
+        "City",
+        "city",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCountry",
+        "Country",
+        "country",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyURL",
+        "URL",
+        "url",
+        1,
+        0,
+        "var",
+        "[% Data.CustomerCompanyURL | html %]",
+        0
+      ],
+      [
+        "CustomerCompanyComment",
+        "Comment",
+        "comments",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "ValidID",
+        "Valid",
+        "valid_id",
+        0,
+        1,
+        "int",
+        "",
+        0
+      ]
+    ],
+    "Name": "Database Backend"
+  },
+  "CustomerCompanyName": "test922896",
+  "CustomerCompanyCountry": "test922896",
+  "CustomerID": "test922896",
+  "CustomerCompanyStreet": "test922896",
+  "CustomerCompanyComment": "test922896",
+  "CustomerCompanyZIP": "test922896",
+  "Source": "CustomerCompany",
+  "CreateBy": "1"
+}
--- a/spec/fixtures/import/otrs/customer_user/default.json
+++ b/spec/fixtures/import/otrs/customer_user/default.json
@ -0,0 +1,348 @@
+{
+  "CustomerCompanyCity": "test712259",
+  "Config": {
+    "CustomerUserEmailUniqCheck": 1,
+    "CustomerUserSearchListLimit": 250,
+    "CustomerCompanySupport": 1,
+    "CustomerValid": "valid_id",
+    "CustomerUserSearchFields": [
+      "login",
+      "first_name",
+      "last_name",
+      "customer_id"
+    ],
+    "CustomerUserSearchPrefix": "*",
+    "Params": {
+      "Table": "customer_user",
+      "CaseSensitive": 0
+    },
+    "CustomerUserListFields": [
+      "first_name",
+      "last_name",
+      "email"
+    ],
+    "Map": [
+      [
+        "UserTitle",
+        "Title",
+        "title",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserFirstname",
+        "Firstname",
+        "first_name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserLastname",
+        "Lastname",
+        "last_name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserLogin",
+        "Username",
+        "login",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserPassword",
+        "Password",
+        "pw",
+        0,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserEmail",
+        "Email",
+        "email",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserCustomerID",
+        "CustomerID",
+        "customer_id",
+        0,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserPhone",
+        "Phone",
+        "phone",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserFax",
+        "Fax",
+        "fax",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserMobile",
+        "Mobile",
+        "mobile",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserStreet",
+        "Street",
+        "street",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserZip",
+        "Zip",
+        "zip",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserCity",
+        "City",
+        "city",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserCountry",
+        "Country",
+        "country",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "UserComment",
+        "Comment",
+        "comments",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "ValidID",
+        "Valid",
+        "valid_id",
+        0,
+        1,
+        "int",
+        "",
+        0
+      ]
+    ],
+    "CustomerKey": "login",
+    "CustomerUserSearchSuffix": "*",
+    "Module": "Kernel::System::CustomerUser::DB",
+    "CacheTTL": 86400,
+    "Selections": {},
+    "CustomerID": "customer_id",
+    "Name": "Database Backend",
+    "CustomerUserPostMasterSearchFields": [
+      "email"
+    ],
+    "CustomerUserNameFields": [
+      "title",
+      "first_name",
+      "last_name"
+    ]
+  },
+  "UserCustomerID": "test712259",
+  "CustomerCompanyComment": "test712259",
+  "Source": "CustomerUser",
+  "UserTitle": "",
+  "CompanyConfig": {
+    "CustomerCompanySearchFields": [
+      "customer_id",
+      "name"
+    ],
+    "CustomerCompanyListFields": [
+      "customer_id",
+      "name"
+    ],
+    "Module": "Kernel::System::CustomerCompany::DB",
+    "CustomerCompanyKey": "customer_id",
+    "CustomerCompanySearchSuffix": "*",
+    "CacheTTL": 86400,
+    "CustomerCompanySearchListLimit": 250,
+    "CustomerCompanySearchPrefix": "",
+    "CustomerCompanyValid": "valid_id",
+    "Params": {
+      "Table": "customer_company",
+      "CaseSensitive": 0
+    },
+    "Map": [
+      [
+        "CustomerID",
+        "CustomerID",
+        "customer_id",
+        0,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyName",
+        "Customer",
+        "name",
+        1,
+        1,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyStreet",
+        "Street",
+        "street",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyZIP",
+        "Zip",
+        "zip",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCity",
+        "City",
+        "city",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyCountry",
+        "Country",
+        "country",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "CustomerCompanyURL",
+        "URL",
+        "url",
+        1,
+        0,
+        "var",
+        "[% Data.CustomerCompanyURL | html %]",
+        0
+      ],
+      [
+        "CustomerCompanyComment",
+        "Comment",
+        "comments",
+        1,
+        0,
+        "var",
+        "",
+        0
+      ],
+      [
+        "ValidID",
+        "Valid",
+        "valid_id",
+        0,
+        1,
+        "int",
+        "",
+        0
+      ]
+    ],
+    "Name": "Database Backend"
+  },
+  "UserZip": null,
+  "UserLastname": "test669673",
+  "ChangeBy": "1",
+  "CreateTime": "2014-06-07 02:31:31",
+  "UserLogin": "test669673",
+  "UserPhone": null,
+  "CustomerID": "test712259",
+  "CustomerCompanyValidID": "1",
+  "CustomerCompanyZIP": "test712259",
+  "UserCountry": null,
+  "UserPassword": "f8be19af2f25837a31eff9131b0e47a5173290652c04a48b49b86474d48825ee",
+  "ValidID": "1",
+  "UserRefreshTime": "0",
+  "UserEmail": "qa100@t-online.de",
+  "UserComment": "",
+  "UserID": "test669673",
+  "UserFirstname": "test669673",
+  "CustomerCompanyCountry": "test712259",
+  "UserFax": null,
+  "CreateBy": "1",
+  "ChangeTime": "2014-06-07 02:31:31",
+  "UserShowTickets": "25",
+  "UserStreet": null,
+  "CustomerCompanyURL": "test712259",
+  "CustomerCompanyName": "test712259",
+  "UserMobile": null,
+  "CustomerCompanyStreet": "test712259",
+  "UserCity": null
+}
--- a/spec/fixtures/import/otrs/dynamic_field/checkbox/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/checkbox/default.json
@ -0,0 +1,15 @@
+{
+  "ID": "47",
+  "ChangeTime": "2016-05-25 11:14:05",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2016-05-25 11:14:05",
+  "Label": "Checkbox Example",
+  "FieldOrder": "26",
+  "Config": {
+    "DefaultValue": "1"
+  },
+  "FieldType": "Checkbox",
+  "Name": "CheckboxExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/date/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/date/default.json
@ -0,0 +1,19 @@
+{
+  "ID": "46",
+  "ChangeTime": "2016-05-25 11:14:06",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2014-11-23 20:01:32",
+  "Label": "Date Example",
+  "FieldOrder": "40",
+  "Config": {
+    "YearsPeriod": "0",
+    "YearsInFuture": "0",
+    "DefaultValue": "0",
+    "YearsInPast": "0",
+    "Link": ""
+  },
+  "FieldType": "Date",
+  "Name": "DateExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/date_time/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/date_time/default.json
@ -0,0 +1,19 @@
+{
+  "ID": "16",
+  "ChangeTime": "2014-09-12 09:31:58",
+  "InternalField": "1",
+  "ValidID": "1",
+  "CreateTime": "2014-06-26 09:53:21",
+  "Label": "DateTime Example",
+  "FieldOrder": "16",
+  "Config": {
+    "YearsPeriod": "1",
+    "YearsInFuture": "1",
+    "DefaultValue": "259200",
+    "YearsInPast": "9",
+    "Link": ""
+  },
+  "FieldType": "DateTime",
+  "Name": "DateTimeExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/dropdown/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/dropdown/default.json
@ -0,0 +1,25 @@
+{
+  "ID": "40",
+  "ChangeTime": "2016-05-25 11:14:06",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2014-08-21 14:54:15",
+  "Label": "Dropdown Example",
+  "FieldOrder": "30",
+  "Config": {
+    "TranslatableValues": "0",
+    "PossibleValues": {
+      "Hamburg": "Hamburg",
+      "München": "München",
+      "Köln": "Köln",
+      "Berlin": "Berlin"
+    },
+    "TreeView": "0",
+    "DefaultValue": "",
+    "Link": "",
+    "PossibleNone": "1"
+  },
+  "FieldType": "Dropdown",
+  "Name": "DropdownExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/multiselect/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/multiselect/default.json
@ -0,0 +1,24 @@
+{
+  "ID": "4",
+  "ChangeTime": "2014-09-12 09:31:58",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2014-05-29 20:11:41",
+  "Label": "Multiselec tExample",
+  "FieldOrder": "4",
+  "Config": {
+    "TranslatableValues": "0",
+    "PossibleValues": {
+      "Hamburg": "Hamburg",
+      "München": "München",
+      "Köln": "Köln",
+      "Berlin": "Berlin"
+    },
+    "TreeView": "0",
+    "DefaultValue": "",
+    "PossibleNone": "0"
+  },
+  "FieldType": "Multiselect",
+  "Name": "MultiselectExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/text/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/text/default.json
@ -0,0 +1,16 @@
+{
+  "ID": "8",
+  "ChangeTime": "2014-09-12 09:31:58",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2014-06-19 12:11:23",
+  "Label": "Text Example",
+  "FieldOrder": "8",
+  "Config": {
+    "DefaultValue": "",
+    "Link": ""
+  },
+  "FieldType": "Text",
+  "Name": "TextExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/dynamic_field/text_area/default.json
+++ b/spec/fixtures/import/otrs/dynamic_field/text_area/default.json
@ -0,0 +1,17 @@
+{
+  "ID": "8",
+  "ChangeTime": "2014-09-12 09:31:58",
+  "InternalField": "0",
+  "ValidID": "1",
+  "CreateTime": "2014-06-19 12:11:23",
+  "Label": "TextArea Example",
+  "FieldOrder": "8",
+  "Config": {
+    "DefaultValue": "",
+    "Rows": "20",
+    "Cols": "10"
+  },
+  "FieldType": "TextArea",
+  "Name": "TextAreaExample",
+  "ObjectType": "Ticket"
+}
--- a/spec/fixtures/import/otrs/history/article/default.json
+++ b/spec/fixtures/import/otrs/history/article/default.json
@ -0,0 +1,15 @@
+{
+  "HistoryID": "11307",
+  "PriorityID": "3",
+  "CreateTime": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "QueueID": "1",
+  "HistoryType": "AddNote",
+  "TypeID": "1",
+  "HistoryTypeID": "15",
+  "ArticleID": "3973",
+  "StateID": "2",
+  "CreateBy": "3",
+  "TicketID": "730",
+  "Name": "%%Close"
+}
--- a/spec/fixtures/import/otrs/history/move/default.json
+++ b/spec/fixtures/import/otrs/history/move/default.json
@ -0,0 +1,15 @@
+{
+  "HistoryID": "238",
+  "PriorityID": "3",
+  "CreateTime": "2014-05-12 13:42:41",
+  "OwnerID": "1",
+  "QueueID": "5",
+  "HistoryType": "Move",
+  "TypeID": "1",
+  "HistoryTypeID": "16",
+  "ArticleID": 0,
+  "StateID": "4",
+  "CreateBy": "1",
+  "TicketID": "39",
+  "Name": "%%Source%%5%%Target%%2"
+}
--- a/spec/fixtures/import/otrs/history/new_ticket/default.json
+++ b/spec/fixtures/import/otrs/history/new_ticket/default.json
@ -0,0 +1,15 @@
+{
+  "HistoryID": "11291",
+  "PriorityID": "3",
+  "CreateTime": "2014-11-21 00:17:41",
+  "OwnerID": "1",
+  "QueueID": "1",
+  "HistoryType": "NewTicket",
+  "TypeID": "1",
+  "HistoryTypeID": "1",
+  "ArticleID": 0,
+  "StateID": "4",
+  "CreateBy": "3",
+  "TicketID": "730",
+  "Name": "%%20141121305000012%%Postmaster%%3 normal%%open%%730"
+}
--- a/spec/fixtures/import/otrs/history/priority_update/default.json
+++ b/spec/fixtures/import/otrs/history/priority_update/default.json
@ -0,0 +1,15 @@
+{
+  "HistoryID": "11131",
+  "PriorityID": "4",
+  "CreateTime": "2014-09-22 16:44:55",
+  "OwnerID": "1",
+  "QueueID": "1",
+  "HistoryType": "PriorityUpdate",
+  "TypeID": "2",
+  "HistoryTypeID": "22",
+  "ArticleID": 0,
+  "StateID": "4",
+  "CreateBy": "1",
+  "TicketID": "721",
+  "Name": "%%2 low%%2%%4 high%%4"
+}
--- a/spec/fixtures/import/otrs/history/state_update/default.json
+++ b/spec/fixtures/import/otrs/history/state_update/default.json
@ -0,0 +1,15 @@
+{
+  "HistoryID": "11305",
+  "PriorityID": "3",
+  "CreateTime": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "QueueID": "1",
+  "HistoryType": "StateUpdate",
+  "TypeID": "1",
+  "HistoryTypeID": "27",
+  "ArticleID": 0,
+  "StateID": "2",
+  "CreateBy": "3",
+  "TicketID": "730",
+  "Name": "%%new%%open%%"
+}
--- a/spec/fixtures/import/otrs/priority/default.json
+++ b/spec/fixtures/import/otrs/priority/default.json
@ -0,0 +1,9 @@
+{
+  "ChangeBy": "1",
+  "ChangeTime": "2014-04-28 10:53:18",
+  "ID": "4",
+  "ValidID": "1",
+  "CreateTime": "2014-04-28 10:53:18",
+  "CreateBy": "1",
+  "Name": "4 high"
+}
--- a/spec/fixtures/import/otrs/queue/default.json
+++ b/spec/fixtures/import/otrs/queue/default.json
@ -0,0 +1,25 @@
+{
+  "ValidID": "2",
+  "FollowUpLock": "0",
+  "RealName": "UnitTest49130",
+  "QueueID": "11",
+  "FirstResponseNotify": "0",
+  "UpdateTime": "0",
+  "Email": "unittest15486@example.com",
+  "ChangeTime": "2014-05-13 10:54:11",
+  "UnlockTimeout": "0",
+  "Calendar": "",
+  "CreateTime": "2014-05-13 10:54:11",
+  "Comment": "Some comment",
+  "UpdateNotify": "0",
+  "DefaultSignKey": "",
+  "GroupID": "1",
+  "SolutionTime": "0",
+  "SolutionNotify": "0",
+  "SystemAddressID": "8",
+  "FollowUpID": "1",
+  "SalutationID": "1",
+  "Name": "UnitTestQueue45699",
+  "SignatureID": "8",
+  "FirstResponseTime": "0"
+}
--- a/spec/fixtures/import/otrs/state/default.json
+++ b/spec/fixtures/import/otrs/state/default.json
@ -0,0 +1,10 @@
+{
+  "ChangeTime": "2014-04-28 10:53:18",
+  "ID": "2",
+  "ValidID": "1",
+  "TypeID": "3",
+  "CreateTime": "2014-04-28 10:53:18",
+  "TypeName": "closed",
+  "Comment": "Ticket is closed successful.",
+  "Name": "closed successful"
+}
--- a/spec/fixtures/import/otrs/ticket/default.json
+++ b/spec/fixtures/import/otrs/ticket/default.json
@ -0,0 +1,770 @@
+{
+  "Age": 63277486,
+  "PriorityID": "3",
+  "ServiceID": "",
+  "DynamicField_SugarCRMCompanySelection": null,
+  "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+  "DynamicField_Topic": null,
+  "StateID": "2",
+  "DynamicField_Hostname": null,
+  "DynamicField_ZammadMigratorChanged": null,
+  "EscalationTime": "0",
+  "Changed": "2014-11-21 00:21:08",
+  "OwnerID": "3",
+  "DynamicField_ZarafaTN": null,
+  "DynamicField_ProcessManagementActivityID": null,
+  "DynamicField_TopicID": null,
+  "DynamicField_ScomHostname": null,
+  "Owner": "agent-2",
+  "Created": "2014-11-21 00:17:40",
+  "DynamicField_TicketFreeText11": null,
+  "DynamicField_ScomUUID": null,
+  "DynamicField_TicketFreeKey11": null,
+  "DynamicField_ITSMReviewRequired": "No",
+  "DynamicField_OpenExchangeTicketNumber": null,
+  "DynamicField_ITSMDecisionDate": null,
+  "QueueID": "1",
+  "CreateBy": "3",
+  "DynamicField_ITSMImpact": null,
+  "TicketID": "730",
+  "DynamicField_ITSMRecoveryStartTime": null,
+  "SolutionInMin": 0,
+  "EscalationResponseTime": "0",
+  "UnlockTimeout": "1416525661",
+  "DynamicField_ProcessManagementProcessID": null,
+  "ArchiveFlag": "n",
+  "DynamicField_CheckboxExample": null,
+  "SolutionTime": "2014-11-21 00:21:08",
+  "DynamicField_Location": null,
+  "CustomerUserID": "BetreuterKunde2",
+  "DynamicField_Vertriebsweg": null,
+  "DynamicField_CustomerLocation": null,
+  "DynamicField_SugarCRMRemoteID": null,
+  "DynamicField_OpenExchangeTN": null,
+  "Type": "Incident",
+  "DynamicField_TETest": null,
+  "Responsible": "root@localhost",
+  "ResponsibleID": "1",
+  "ChangeBy": "3",
+  "DynamicField_Combine": null,
+  "RealTillTimeNotUsed": "0",
+  "GroupID": "1",
+  "DynamicField_ScomService": null,
+  "CustomerID": "3333333333",
+  "TypeID": "1",
+  "Priority": "3 normal",
+  "DynamicField_SugarCRMCompanySelectedID": null,
+  "History": [
+    {
+      "HistoryID": "11291",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "NewTicket",
+      "TypeID": "1",
+      "HistoryTypeID": "1",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%20141121305000012%%Postmaster%%3 normal%%open%%730"
+    },
+    {
+      "HistoryID": "11292",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "TicketDynamicFieldUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "28",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "1",
+      "TicketID": "730",
+      "Name": "%%FieldName%%ZammadMigratorChanged%%Value%%1"
+    },
+    {
+      "HistoryID": "11293",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "ServiceUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "38",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%NULL%%%%NULL%%"
+    },
+    {
+      "HistoryID": "11294",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "SLAUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "39",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%NULL%%%%NULL%%"
+    },
+    {
+      "HistoryID": "11295",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "CustomerUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "21",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%CustomerID=3333333333;CustomerUser=BetreuterKunde2;"
+    },
+    {
+      "HistoryID": "11296",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "TicketDynamicFieldUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "28",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%FieldName%%ITSMDueDate%%Value%%2014-11-24 00:15:00"
+    },
+    {
+      "HistoryID": "11297",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:41",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "PhoneCallCustomer",
+      "TypeID": "1",
+      "HistoryTypeID": "14",
+      "ArticleID": "3970",
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%"
+    },
+    {
+      "HistoryID": "11298",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:42",
+      "OwnerID": "1",
+      "QueueID": "1",
+      "HistoryType": "SendAutoReply",
+      "TypeID": "1",
+      "HistoryTypeID": "4",
+      "ArticleID": "3971",
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%\"Betreuter Kunde\" <kunde2@kunde.de>"
+    },
+    {
+      "HistoryID": "11299",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:42",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "OwnerUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "23",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%agent-2%%3"
+    },
+    {
+      "HistoryID": "11300",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:43",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "SendCustomerNotification",
+      "TypeID": "1",
+      "HistoryTypeID": "10",
+      "ArticleID": "3972",
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%kunde2@kunde.de"
+    },
+    {
+      "HistoryID": "11301",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:43",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "SendAgentNotification",
+      "TypeID": "1",
+      "HistoryTypeID": "9",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%TEST%%agent-1@example.com"
+    },
+    {
+      "HistoryID": "11302",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:17:44",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "SendAgentNotification",
+      "TypeID": "1",
+      "HistoryTypeID": "9",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%TEST%%agent-2-for-role-2@example.com"
+    },
+    {
+      "HistoryID": "11303",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:21:01",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "Lock",
+      "TypeID": "1",
+      "HistoryTypeID": "17",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%lock"
+    },
+    {
+      "HistoryID": "11304",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:21:01",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "Misc",
+      "TypeID": "1",
+      "HistoryTypeID": "25",
+      "ArticleID": 0,
+      "StateID": "4",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "Reset of unlock time."
+    },
+    {
+      "HistoryID": "11305",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "StateUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "27",
+      "ArticleID": 0,
+      "StateID": "2",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%open%%closed successful%%"
+    },
+    {
+      "HistoryID": "11306",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "Unlock",
+      "TypeID": "1",
+      "HistoryTypeID": "18",
+      "ArticleID": 0,
+      "StateID": "2",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%unlock"
+    },
+    {
+      "HistoryID": "11307",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "AddNote",
+      "TypeID": "1",
+      "HistoryTypeID": "15",
+      "ArticleID": "3973",
+      "StateID": "2",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%Close"
+    },
+    {
+      "HistoryID": "11308",
+      "PriorityID": "3",
+      "CreateTime": "2014-11-21 00:21:09",
+      "OwnerID": "3",
+      "QueueID": "1",
+      "HistoryType": "TicketDynamicFieldUpdate",
+      "TypeID": "1",
+      "HistoryTypeID": "28",
+      "ArticleID": 0,
+      "StateID": "2",
+      "CreateBy": "3",
+      "TicketID": "730",
+      "Name": "%%FieldName%%ITSMReviewRequired%%Value%%No"
+    }
+  ],
+  "UntilTime": 0,
+  "EscalationUpdateTime": "0",
+  "DynamicField_ITSMRepairStartTime": null,
+  "Queue": "Postmaster",
+  "State": "closed successful",
+  "Closed": "2014-11-21 00:21:08",
+  "Title": "test #3",
+  "DynamicField_ZammadMigratorChangedOld": "1",
+  "DynamicField_ScomState": null,
+  "FirstLock": "2014-11-21 00:21:01",
+  "DynamicField_Department": null,
+  "Articles": [
+    {
+      "Age": 63277486,
+      "PriorityID": "3",
+      "ContentType": "text/plain; charset=utf-8",
+      "AttachmentIDOfHTMLBody": "1",
+      "DynamicField_SugarCRMCompanySelection": null,
+      "ServiceID": null,
+      "TicketFreeText11": null,
+      "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+      "DynamicField_Topic": null,
+      "StateID": "2",
+      "DynamicField_Hostname": null,
+      "Body": "test #3",
+      "DynamicField_ZammadMigratorChanged": null,
+      "EscalationTime": "0",
+      "Changed": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "DynamicField_ZarafaTN": null,
+      "DynamicField_ProcessManagementActivityID": null,
+      "DynamicField_TopicID": null,
+      "DynamicField_ScomHostname": null,
+      "Owner": "agent-2",
+      "AgeTimeUnix": 63277485,
+      "TicketFreeKey11": null,
+      "ArticleID": "3970",
+      "Created": "2014-11-21 00:17:41",
+      "DynamicField_ScomUUID": null,
+      "DynamicField_TicketFreeText11": null,
+      "DynamicField_TicketFreeKey11": null,
+      "DynamicField_ITSMReviewRequired": "No",
+      "DynamicField_OpenExchangeTicketNumber": null,
+      "DynamicField_ITSMDecisionDate": null,
+      "ArticleTypeID": "5",
+      "QueueID": "1",
+      "ReplyTo": "",
+      "DynamicField_ITSMImpact": null,
+      "TicketID": "730",
+      "DynamicField_ITSMRecoveryStartTime": null,
+      "Cc": "",
+      "EscalationResponseTime": "0",
+      "DynamicField_ProcessManagementProcessID": null,
+      "IncomingTime": "1416525461",
+      "Charset": "utf-8",
+      "DynamicField_CheckboxExample": null,
+      "DynamicField_Location": null,
+      "CustomerUserID": "BetreuterKunde2",
+      "DynamicField_Vertriebsweg": null,
+      "Attachments": [
+        {
+          "ContentAlternative": "",
+          "ContentID": "",
+          "Disposition": "inline",
+          "Filesize": "201 Bytes",
+          "ContentType": "text/html; charset=\"utf-8\"",
+          "Filename": "ZmlsZS0y\n",
+          "FilesizeRaw": "201",
+          "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl\nIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZXQ9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9\nImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZjsgZm9udC1zaXpl\nOiAxMnB4OyI+dGVzdCAjMzwvYm9keT48L2h0bWw+\n"
+        }
+      ],
+      "DynamicField_CustomerLocation": null,
+      "DynamicField_SugarCRMRemoteID": null,
+      "DynamicField_OpenExchangeTN": null,
+      "Service": "",
+      "Type": "Incident",
+      "ContentCharset": "utf-8",
+      "DynamicField_TETest": null,
+      "Responsible": "root@localhost",
+      "SenderType": "customer",
+      "ResponsibleID": "1",
+      "SLA": "",
+      "MimeType": "text/plain",
+      "DynamicField_Combine": null,
+      "Subject": "test #3",
+      "InReplyTo": "",
+      "RealTillTimeNotUsed": "0",
+      "DynamicField_ScomService": null,
+      "CustomerID": "3333333333",
+      "TypeID": "1",
+      "MessageID": "",
+      "Priority": "3 normal",
+      "To": "Postmaster",
+      "DynamicField_SugarCRMCompanySelectedID": null,
+      "UntilTime": 0,
+      "EscalationUpdateTime": "0",
+      "CreatedBy": "3",
+      "Queue": "Postmaster",
+      "DynamicField_ITSMRepairStartTime": null,
+      "ToRealname": "Postmaster",
+      "State": "closed successful",
+      "SenderTypeID": "3",
+      "DynamicField_ZammadMigratorChangedOld": "1",
+      "Title": "test #3",
+      "DynamicField_ScomState": null,
+      "References": "",
+      "DynamicField_Department": null,
+      "ArticleType": "phone",
+      "StateType": "closed",
+      "FromRealname": "Betreuter Kunde",
+      "EscalationSolutionTime": "0",
+      "LockID": "1",
+      "TicketNumber": "20141121305000012",
+      "DynamicField_ITSMDecisionResult": null,
+      "Lock": "unlock",
+      "CreateTimeUnix": "1416525460",
+      "SLAID": null,
+      "DynamicField_ITSMCriticality": null,
+      "From": "\"Betreuter Kunde\" <kunde2@kunde.de>,"
+    },
+    {
+      "Age": 63277486,
+      "PriorityID": "3",
+      "ContentType": "text/plain; charset=utf-8",
+      "AttachmentIDOfHTMLBody": "1",
+      "DynamicField_SugarCRMCompanySelection": null,
+      "ServiceID": null,
+      "TicketFreeText11": null,
+      "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+      "DynamicField_Topic": null,
+      "StateID": "2",
+      "DynamicField_Hostname": null,
+      "Body": "This is a demo text which is send to every inquiry.\nIt could contain something like:\n\nThanks for your email. A new ticket has been created.\n\nYou wrote:\n> test #3\n\n\nYour email will be answered by a human ASAP\n\nHave fun with OTRS! :-)\n\nYour OTRS Team\n",
+      "DynamicField_ZammadMigratorChanged": null,
+      "EscalationTime": "0",
+      "Changed": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "DynamicField_ZarafaTN": null,
+      "DynamicField_ProcessManagementActivityID": null,
+      "DynamicField_TopicID": null,
+      "DynamicField_ScomHostname": null,
+      "Owner": "agent-2",
+      "AgeTimeUnix": 63277484,
+      "TicketFreeKey11": null,
+      "ArticleID": "3971",
+      "Created": "2014-11-21 00:17:42",
+      "DynamicField_ScomUUID": null,
+      "DynamicField_TicketFreeText11": null,
+      "DynamicField_TicketFreeKey11": null,
+      "DynamicField_ITSMReviewRequired": "No",
+      "DynamicField_OpenExchangeTicketNumber": null,
+      "DynamicField_ITSMDecisionDate": null,
+      "ArticleTypeID": "1",
+      "QueueID": "1",
+      "ReplyTo": "",
+      "DynamicField_ITSMImpact": null,
+      "TicketID": "730",
+      "DynamicField_ITSMRecoveryStartTime": null,
+      "Cc": "",
+      "EscalationResponseTime": "0",
+      "DynamicField_ProcessManagementProcessID": null,
+      "IncomingTime": "1416525462",
+      "Charset": "utf-8",
+      "DynamicField_CheckboxExample": null,
+      "DynamicField_Location": null,
+      "CustomerUserID": "BetreuterKunde2",
+      "DynamicField_Vertriebsweg": null,
+      "Attachments": [
+        {
+          "ContentAlternative": "",
+          "ContentID": "",
+          "Disposition": "inline",
+          "Filesize": "591 Bytes",
+          "ContentType": "text/html; charset=\"utf-8\"",
+          "Filename": "ZmlsZS0y\n",
+          "FilesizeRaw": "591",
+          "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl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\nYW08YnIvPjwvYm9keT48L2h0bWw+\n"
+        }
+      ],
+      "DynamicField_CustomerLocation": null,
+      "DynamicField_SugarCRMRemoteID": null,
+      "DynamicField_OpenExchangeTN": null,
+      "Service": "",
+      "Type": "Incident",
+      "ContentCharset": "utf-8",
+      "DynamicField_TETest": null,
+      "Responsible": "root@localhost",
+      "SenderType": "system",
+      "ResponsibleID": "1",
+      "SLA": "",
+      "MimeType": "text/plain",
+      "DynamicField_Combine": null,
+      "Subject": "[Ticket#20141121305000012] RE: test #3",
+      "InReplyTo": "",
+      "RealTillTimeNotUsed": "0",
+      "DynamicField_ScomService": null,
+      "CustomerID": "3333333333",
+      "TypeID": "1",
+      "MessageID": "<1416525462.277752.866124677.730.3@yourhost.example.com>",
+      "Priority": "3 normal",
+      "To": "\"Betreuter Kunde\" <kunde2@kunde.de>",
+      "DynamicField_SugarCRMCompanySelectedID": null,
+      "UntilTime": 0,
+      "EscalationUpdateTime": "0",
+      "CreatedBy": "3",
+      "Queue": "Postmaster",
+      "DynamicField_ITSMRepairStartTime": null,
+      "ToRealname": "Betreuter Kunde",
+      "State": "closed successful",
+      "SenderTypeID": "2",
+      "DynamicField_ZammadMigratorChangedOld": "1",
+      "Title": "test #3",
+      "DynamicField_ScomState": null,
+      "References": "",
+      "DynamicField_Department": null,
+      "ArticleType": "email-external",
+      "StateType": "closed",
+      "FromRealname": "OTRS System",
+      "EscalationSolutionTime": "0",
+      "LockID": "1",
+      "TicketNumber": "20141121305000012",
+      "DynamicField_ITSMDecisionResult": null,
+      "Lock": "unlock",
+      "CreateTimeUnix": "1416525460",
+      "SLAID": null,
+      "DynamicField_ITSMCriticality": null,
+      "From": "OTRS System <otrs@localhost>"
+    },
+    {
+      "Age": 63277486,
+      "PriorityID": "3",
+      "ContentType": "text/plain; charset=utf-8",
+      "DynamicField_SugarCRMCompanySelection": null,
+      "ServiceID": null,
+      "TicketFreeText11": null,
+      "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+      "DynamicField_Topic": null,
+      "StateID": "2",
+      "DynamicField_Hostname": null,
+      "Body": "CustomerUser: Betreuter Kunde\nCustomerUser Email: kunde2@kunde.de\nPartner Email: \"Betreuter Kunde\" <kunde2@kunde.de>,",
+      "DynamicField_ZammadMigratorChanged": null,
+      "EscalationTime": "0",
+      "Changed": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "DynamicField_ZarafaTN": null,
+      "DynamicField_ProcessManagementActivityID": null,
+      "DynamicField_TopicID": null,
+      "DynamicField_ScomHostname": null,
+      "Owner": "agent-2",
+      "AgeTimeUnix": 63277483,
+      "TicketFreeKey11": null,
+      "ArticleID": "3972",
+      "Created": "2014-11-21 00:17:43",
+      "DynamicField_ScomUUID": null,
+      "DynamicField_TicketFreeText11": null,
+      "DynamicField_TicketFreeKey11": null,
+      "DynamicField_ITSMReviewRequired": "No",
+      "DynamicField_OpenExchangeTicketNumber": null,
+      "DynamicField_ITSMDecisionDate": null,
+      "ArticleTypeID": "3",
+      "QueueID": "1",
+      "ReplyTo": "",
+      "DynamicField_ITSMImpact": null,
+      "TicketID": "730",
+      "DynamicField_ITSMRecoveryStartTime": null,
+      "Cc": "",
+      "EscalationResponseTime": "0",
+      "DynamicField_ProcessManagementProcessID": null,
+      "IncomingTime": "1416525463",
+      "Charset": "utf-8",
+      "DynamicField_CheckboxExample": null,
+      "DynamicField_Location": null,
+      "CustomerUserID": "BetreuterKunde2",
+      "DynamicField_Vertriebsweg": null,
+      "Attachments": [],
+      "DynamicField_CustomerLocation": null,
+      "DynamicField_SugarCRMRemoteID": null,
+      "DynamicField_OpenExchangeTN": null,
+      "Service": "",
+      "Type": "Incident",
+      "ContentCharset": "utf-8",
+      "DynamicField_TETest": null,
+      "Responsible": "root@localhost",
+      "SenderType": "system",
+      "ResponsibleID": "1",
+      "SLA": "",
+      "MimeType": "text/plain",
+      "DynamicField_Combine": null,
+      "Subject": "[Ticket#20141121305000012] EventNotification: test #3",
+      "InReplyTo": "",
+      "RealTillTimeNotUsed": "0",
+      "DynamicField_ScomService": null,
+      "CustomerID": "3333333333",
+      "TypeID": "1",
+      "MessageID": "<1416525463.523919.240611208.730.3@yourhost.example.com>",
+      "Priority": "3 normal",
+      "To": "kunde2@kunde.de",
+      "DynamicField_SugarCRMCompanySelectedID": null,
+      "UntilTime": 0,
+      "EscalationUpdateTime": "0",
+      "CreatedBy": "3",
+      "Queue": "Postmaster",
+      "DynamicField_ITSMRepairStartTime": null,
+      "ToRealname": "kunde2@kunde.de",
+      "State": "closed successful",
+      "SenderTypeID": "2",
+      "DynamicField_ZammadMigratorChangedOld": "1",
+      "Title": "test #3",
+      "DynamicField_ScomState": null,
+      "References": "",
+      "DynamicField_Department": null,
+      "ArticleType": "email-notification-ext",
+      "StateType": "closed",
+      "FromRealname": "OTRS System",
+      "EscalationSolutionTime": "0",
+      "LockID": "1",
+      "TicketNumber": "20141121305000012",
+      "DynamicField_ITSMDecisionResult": null,
+      "Lock": "unlock",
+      "CreateTimeUnix": "1416525460",
+      "SLAID": null,
+      "DynamicField_ITSMCriticality": null,
+      "From": "OTRS System <otrs@localhost>"
+    },
+    {
+      "Age": 63277486,
+      "PriorityID": "3",
+      "ContentType": "text/plain; charset=utf-8",
+      "AttachmentIDOfHTMLBody": "1",
+      "DynamicField_SugarCRMCompanySelection": null,
+      "ServiceID": null,
+      "TicketFreeText11": null,
+      "DynamicField_ITSMDueDate": "2014-11-24 00:15:00",
+      "DynamicField_Topic": null,
+      "StateID": "2",
+      "DynamicField_Hostname": null,
+      "Body": "close",
+      "DynamicField_ZammadMigratorChanged": null,
+      "EscalationTime": "0",
+      "Changed": "2014-11-21 00:21:08",
+      "OwnerID": "3",
+      "DynamicField_ZarafaTN": null,
+      "DynamicField_ProcessManagementActivityID": null,
+      "DynamicField_TopicID": null,
+      "DynamicField_ScomHostname": null,
+      "Owner": "agent-2",
+      "AgeTimeUnix": 63277278,
+      "TicketFreeKey11": null,
+      "ArticleID": "3973",
+      "Created": "2014-11-21 00:21:08",
+      "DynamicField_ScomUUID": null,
+      "DynamicField_TicketFreeText11": null,
+      "DynamicField_TicketFreeKey11": null,
+      "DynamicField_ITSMReviewRequired": "No",
+      "DynamicField_OpenExchangeTicketNumber": null,
+      "DynamicField_ITSMDecisionDate": null,
+      "ArticleTypeID": "9",
+      "QueueID": "1",
+      "ReplyTo": "",
+      "DynamicField_ITSMImpact": null,
+      "TicketID": "730",
+      "DynamicField_ITSMRecoveryStartTime": null,
+      "Cc": "",
+      "EscalationResponseTime": "0",
+      "DynamicField_ProcessManagementProcessID": null,
+      "IncomingTime": "1416525668",
+      "Charset": "utf-8",
+      "DynamicField_CheckboxExample": null,
+      "DynamicField_Location": null,
+      "CustomerUserID": "BetreuterKunde2",
+      "DynamicField_Vertriebsweg": null,
+      "Attachments": [
+        {
+          "ContentAlternative": "",
+          "ContentID": "",
+          "Disposition": "inline",
+          "Filesize": "199 Bytes",
+          "ContentType": "text/html; charset=\"utf-8\"",
+          "Filename": "ZmlsZS0y\n",
+          "FilesizeRaw": "199",
+          "Content": "PCFET0NUWVBFIGh0bWw+PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBl\nIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZXQ9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9\nImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZjsgZm9udC1zaXpl\nOiAxMnB4OyI+Y2xvc2U8L2JvZHk+PC9odG1sPg==\n"
+        }
+      ],
+      "DynamicField_CustomerLocation": null,
+      "DynamicField_SugarCRMRemoteID": null,
+      "DynamicField_OpenExchangeTN": null,
+      "Service": "",
+      "Type": "Incident",
+      "ContentCharset": "utf-8",
+      "DynamicField_TETest": null,
+      "Responsible": "root@localhost",
+      "SenderType": "agent",
+      "ResponsibleID": "1",
+      "SLA": "",
+      "MimeType": "text/plain",
+      "DynamicField_Combine": null,
+      "Subject": "Close",
+      "InReplyTo": "",
+      "RealTillTimeNotUsed": "0",
+      "DynamicField_ScomService": null,
+      "CustomerID": "3333333333",
+      "TypeID": "1",
+      "MessageID": "",
+      "Priority": "3 normal",
+      "To": "",
+      "DynamicField_SugarCRMCompanySelectedID": null,
+      "UntilTime": 0,
+      "EscalationUpdateTime": "0",
+      "CreatedBy": "3",
+      "Queue": "Postmaster",
+      "DynamicField_ITSMRepairStartTime": null,
+      "State": "closed successful",
+      "SenderTypeID": "1",
+      "DynamicField_ZammadMigratorChangedOld": "1",
+      "Title": "test #3",
+      "DynamicField_ScomState": null,
+      "References": "",
+      "DynamicField_Department": null,
+      "ArticleType": "note-internal",
+      "StateType": "closed",
+      "FromRealname": "agent-2 firstname äöüß agent-2 lastname äöüß",
+      "EscalationSolutionTime": "0",
+      "LockID": "1",
+      "TicketNumber": "20141121305000012",
+      "DynamicField_ITSMDecisionResult": null,
+      "Lock": "unlock",
+      "CreateTimeUnix": "1416525460",
+      "SLAID": null,
+      "DynamicField_ITSMCriticality": null,
+      "From": "\"agent-2 firstname äöüß agent-2 lastname äöüß\" <agent-2@example.com>"
+    }
+  ],
+  "StateType": "closed",
+  "EscalationSolutionTime": "0",
+  "LockID": "1",
+  "TicketNumber": "20141121305000012",
+  "DynamicField_ITSMDecisionResult": null,
+  "CreateTimeUnix": "1416525460",
+  "Lock": "unlock",
+  "SLAID": "",
+  "DynamicField_ITSMCriticality": null
+}
--- a/spec/fixtures/import/otrs/user/default.json
+++ b/spec/fixtures/import/otrs/user/default.json
@ -0,0 +1,135 @@
+{
+  "OutOfOffice": "1",
+  "OutOfOfficeStartMonth": "9",
+  "UserStoredFilterColumns-AgentTicketLockedView": "{}",
+  "UserTicketOverviewSmallPageShown": "35",
+  "UserCreateWorkOrderNextMask": "AgentITSMWorkOrderZoom",
+  "OutOfOfficeEndYear": "2014",
+  "UserDashboardTicketGenericFilter0110-TicketEscalation": "All",
+  "UserDashboardPref0120-TicketNew-Columns": "{\"Columns\":{\"Changed\":0,\"CustomerID\":0,\"CustomerName\":0,\"CustomerUserID\":0,\"DynamicField_CustomerLocation\":0,\"EscalationResponseTime\":0,\"EscalationSolutionTime\":0,\"EscalationTime\":0,\"EscalationUpdateTime\":0,\"Lock\":0,\"Owner\":0,\"PendingTime\":0,\"Priority\":0,\"Responsible\":0,\"SLA\":0,\"State\":0,\"Type\":0,\"Age\":1,\"Title\":1,\"Queue\":1,\"Service\":1,\"TicketNumber\":1},\"Order\":[\"Age\",\"Title\",\"Queue\",\"Service\",\"TicketNumber\"]}",
+  "UserLastUsedZoomViewType": "",
+  "OutOfOfficeStartDay": "10",
+  "UserStoredFilterColumns-AgentTicketStatusView": "{}",
+  "UserTitle": null,
+  "UserLastname": "OTRS",
+  "UserTicketOverviewMediumPageShown": "20",
+  "OutOfOfficeEndDay": "12",
+  "CreateTime": "2014-04-28 10:53:18",
+  "UserTicketOverviewPreviewPageShown": "15",
+  "UserLogin": "root@localhost",
+  "UserFilterColumnsEnabled-AgentTicketEscalationView": "[\"TicketNumber\",\"Age\",\"EscalationTime\",\"EscalationResponseTime\",\"EscalationSolutionTime\",\"EscalationUpdateTime\",\"Title\",\"State\",\"Lock\",\"Queue\",\"Owner\",\"CustomerID\"]",
+  "UserLanguage": "de",
+  "UserDashboardPref0110-TicketEscalation-Columns": "{\"Columns\":{\"Changed\":0,\"CustomerID\":0,\"CustomerUserID\":0,\"EscalationResponseTime\":0,\"EscalationSolutionTime\":0,\"EscalationTime\":0,\"EscalationUpdateTime\":0,\"Lock\":0,\"Owner\":0,\"PendingTime\":0,\"Priority\":0,\"Queue\":0,\"Responsible\":0,\"SLA\":0,\"Service\":0,\"State\":0,\"Type\":0,\"Age\":1,\"Title\":1,\"CustomerName\":1,\"TicketNumber\":1},\"Order\":[\"Age\",\"Title\",\"CustomerName\",\"TicketNumber\"]}",
+  "OutOfOfficeStartYear": "2014",
+  "UserDashboardPref0120-TicketNew-Shown": "10",
+  "UserFullname": "Admin OTRS",
+  "UserLastLoginTimestamp": "2016-08-10 19:37:44",
+  "UserLastLogin": "1470850664",
+  "UserMarkTicketUnseenRedirectURL": "Action=AgentTicketZoom;TicketID=###TicketID####1",
+  "AdminDynamicFieldsOverviewPageShown": "35",
+  "UserChangeOverviewSmallPageShown": "25",
+  "RoleIDs": [],
+  "ValidID": "1",
+  "UserStoredFilterColumns-AgentTicketQueue": "{}",
+  "UserEmail": "root@localhost",
+  "UserRefreshTime": "0",
+  "UserDashboardPref0130-TicketOpen-Shown": "10",
+  "UserTicketOverviewAgentTicketQueue": "Small",
+  "UserID": "1",
+  "UserDashboardTicketGenericColumnFiltersRealKeys0120-TicketNew": "{\"QueueIDs\":[\"1\"]}",
+  "wpt22": "1",
+  "UserMarkTicketSeenRedirectURL": "Action=AgentTicketZoom;TicketID=###TicketID####1",
+  "UserStoredFilterColumns-AgentTicketEscalationView": "{}",
+  "UserDashboardTicketGenericFilter0120-TicketNew": "MyQueues",
+  "UserCreateNextMask": "",
+  "UserFirstname": "Admin",
+  "UserPw": "9faaba2ab242a99bbb6992e9424386375f6757c17e6484ae570f39d9cad9f28ea",
+  "UserDashboardPref0110-TicketEscalation-Shown": "10",
+  "UserFilterColumnsEnabled-AgentTicketQueue": "[\"TicketNumber\",\"Age\",\"Title\",\"State\",\"Lock\",\"DynamicField_CustomerLocation\",\"Queue\",\"Owner\",\"CustomerID\",\"DynamicField_Hostname\"]",
+  "OutOfOfficeEndMonth": "9",
+  "ChangeTime": "2014-04-28 10:53:18",
+  "UserDashboardPref0130-TicketOpen-Columns": "{\"Columns\":{\"Changed\":0,\"CustomerID\":0,\"CustomerUserID\":0,\"EscalationResponseTime\":0,\"EscalationTime\":0,\"EscalationUpdateTime\":0,\"Lock\":0,\"Owner\":0,\"PendingTime\":0,\"Priority\":0,\"Queue\":0,\"Responsible\":0,\"SLA\":0,\"Service\":0,\"State\":0,\"Type\":0,\"Age\":1,\"DynamicField_CustomerLocation\":1,\"Title\":1,\"CustomerName\":1,\"EscalationSolutionTime\":1,\"TicketNumber\":1},\"Order\":[\"Age\",\"DynamicField_CustomerLocation\",\"Title\",\"CustomerName\",\"EscalationSolutionTime\",\"TicketNumber\"]}",
+  "UserTicketOverviewAgentTicketSearch": "Small",
+  "UserTicketOverviewAgentCustomerSearch": "Small",
+  "UserDashboardTicketGenericColumnFilters0120-TicketNew": "{\"Queue\":\"1\"}",
+  "GroupIDs": {
+    "6": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "3": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "7": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "2": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "8": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "1": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "4": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ],
+    "5": [
+      "ro",
+      "move_into",
+      "create",
+      "note",
+      "owner",
+      "priority",
+      "rw"
+    ]
+  },
+  "UserConfigItemOverviewSmallPageShown": "25",
+  "UserAuthBackend": "",
+  "UserTicketOverviewAgentTicketLockedView": "Small",
+  "UserTicketOverviewAgentTicketEscalationView": "Small",
+  "UserTicketOverviewAgentTicketStatusView": "Small",
+  "UserLoginFailed": "0"
+}
--- a/spec/fixtures/import/otrs/user/no_groups.json
+++ b/spec/fixtures/import/otrs/user/no_groups.json
@ -0,0 +1,36 @@
+{
+  "OutOfOffice": "0",
+  "OutOfOfficeStartMonth": "11",
+  "UserTicketOverviewSmallPageShown": "25",
+  "UserCreateWorkOrderNextMask": "AgentITSMWorkOrderZoom",
+  "OutOfOfficeEndYear": "2014",
+  "OutOfOfficeStartDay": "14",
+  "UserTitle": "",
+  "UserLastname": "agent-2-for-role-2",
+  "UserTicketOverviewMediumPageShown": "20",
+  "OutOfOfficeEndDay": "15",
+  "CreateTime": "2014-11-14 00:53:20",
+  "UserTicketOverviewPreviewPageShown": "15",
+  "UserLogin": "agent-2-for-role-2",
+  "UserLanguage": "en",
+  "OutOfOfficeStartYear": "2014",
+  "UserFullname": "agent-2-for-role-2 agent-2-for-role-2",
+  "UserChangeOverviewSmallPageShown": "25",
+  "AdminDynamicFieldsOverviewPageShown": "25",
+  "RoleIDs": [
+    "3"
+  ],
+  "ValidID": "1",
+  "UserRefreshTime": "0",
+  "UserComment": "",
+  "UserEmail": "agent-2-for-role-2@example.com",
+  "UserID": "6",
+  "UserCreateNextMask": "",
+  "UserFirstname": "agent-2-for-role-2",
+  "UserPw": "9edb001ad7900daea0622d89225c9ca729749fd12ae5ea044f072d1b7c56c8cc",
+  "OutOfOfficeEndMonth": "11",
+  "ChangeTime": "2014-11-14 00:53:20",
+  "GroupIDs": {},
+  "UserSkin": "default",
+  "UserConfigItemOverviewSmallPageShown": "25"
+}
--- a/spec/import/base_factory_examples.rb
+++ b/spec/import/base_factory_examples.rb
@ -0,0 +1,24 @@
+require 'import/import_factory_examples'
+
+RSpec.shared_examples 'Import::BaseFactory' do
+  it_behaves_like 'Import factory'
+
+  it 'responds to pre_import_hook' do
+    expect(described_class).to respond_to('pre_import_hook')
+  end
+  it 'responds to backend_class' do
+    expect(described_class).to respond_to('backend_class')
+  end
+  it 'responds to skip?' do
+    expect(described_class).to respond_to('skip?')
+  end
+end
+
+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)
+    described_class.import([record])
+  end
+end
--- a/spec/import/base_factory_spec.rb
+++ b/spec/import/base_factory_spec.rb
@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::Factory do
+  it_behaves_like 'Import::Factory'
+end
--- a/spec/import/factory_examples.rb
+++ b/spec/import/factory_examples.rb
@ -0,0 +1,5 @@
+require 'import/base_factory_examples'
+
+RSpec.shared_examples 'Import::Factory' do
+  it_behaves_like 'Import::BaseFactory'
+end
--- a/spec/import/factory_spec.rb
+++ b/spec/import/factory_spec.rb
@ -0,0 +1,7 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::Factory do
+  it_behaves_like 'Import::Factory'
+  it_behaves_like 'Import::BaseFactory extender'
+end
--- a/spec/import/helper_examples.rb
+++ b/spec/import/helper_examples.rb
@ -0,0 +1,18 @@
+RSpec.shared_examples 'Import::Helper' do
+
+  it 'responds to check_import_mode' do
+    expect(described_class).to respond_to('check_import_mode')
+  end
+
+  it 'responds to log' do
+    expect(described_class).to respond_to('log')
+  end
+
+  it 'responds to utf8_encode' do
+    expect(described_class).to respond_to('utf8_encode')
+  end
+
+  it 'responds to reset_primary_key_sequence' do
+    expect(described_class).to respond_to('reset_primary_key_sequence')
+  end
+end
--- a/spec/import/helper_spec.rb
+++ b/spec/import/helper_spec.rb
@ -0,0 +1,16 @@
+require 'rails_helper'
+require 'import/helper_examples'
+
+RSpec.describe Import::Helper do
+  it_behaves_like 'Import::Helper'
+
+  it 'checks if import_mode is active' do
+    expect(Setting).to receive(:get).with('import_mode').and_return(true)
+    expect( described_class.check_import_mode ).to be true
+  end
+
+  it 'throws an exception if import_mode is disabled' do
+    expect(Setting).to receive(:get).with('import_mode').and_return(false)
+    expect { described_class.check_import_mode }.to raise_error(RuntimeError)
+  end
+end
--- a/spec/import/import_factory_examples.rb
+++ b/spec/import/import_factory_examples.rb
@ -0,0 +1,5 @@
+RSpec.shared_examples 'Import factory' do
+  it 'responds to import' do
+    expect(described_class).to respond_to('import')
+  end
+end
--- a/spec/import/importer_examples.rb
+++ b/spec/import/importer_examples.rb
@ -0,0 +1,5 @@
+RSpec.shared_examples 'Import backend' do
+  it 'responds to start' do
+    expect(described_class).to respond_to('start')
+  end
+end
--- a/spec/import/otrs/article/attachment_factory_spec.rb
+++ b/spec/import/otrs/article/attachment_factory_spec.rb
@ -0,0 +1,56 @@
+require 'rails_helper'
+require 'import/import_factory_examples'
+
+RSpec.describe Import::OTRS::Article::AttachmentFactory do
+  it_behaves_like 'Import factory'
+
+  def load_attachment_json(file)
+    json_fixture("import/otrs/article/attachment/#{file}")
+  end
+
+  let(:local_article) { instance_double(Ticket::Article, ticket_id: 1337, id: 42) }
+  let(:attachments) {
+    [
+      load_attachment_json('default'),
+      load_attachment_json('default'),
+      load_attachment_json('default')
+    ]
+  }
+  let(:start_import) {
+    described_class.import(
+      attachments:   attachments,
+      local_article: local_article
+    )
+  }
+
+  def import_expectations
+    expect(Store).to receive(:add).exactly(3).times.with(hash_including(
+                                                           object: 'Ticket::Article',
+                                                           o_id:   local_article.id,
+    ))
+  end
+
+  def article_attachment_expectations(article_attachments)
+    expect(local_article).to receive(:attachments).and_return(article_attachments)
+  end
+
+  it 'imports' do
+    article_attachment_expectations([])
+    import_expectations
+    start_import
+  end
+
+  it 'deletes old and reimports' do
+    dummy_attachment = double()
+    expect(dummy_attachment).to receive(:delete)
+    article_attachment_expectations([dummy_attachment])
+    import_expectations
+    start_import
+  end
+
+  it 'skips import for same count' do
+    article_attachment_expectations([1, 2, 3])
+    expect(Store).not_to receive(:add)
+    start_import
+  end
+end
--- a/spec/import/otrs/article_customer_factory_spec.rb
+++ b/spec/import/otrs/article_customer_factory_spec.rb
@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::OTRS::ArticleCustomerFactory do
+  it_behaves_like 'Import::Factory'
+end
--- a/spec/import/otrs/article_customer_sepc.rb
+++ b/spec/import/otrs/article_customer_sepc.rb
@ -0,0 +1,39 @@
+require 'rails_helper'
+
+RSpec.describe Import::OTRS::ArticleCustomer do
+
+  def load_article_json(file)
+    json_fixture("import/otrs/article/#{file}")
+  end
+
+  let(:instance_id) { 1337 }
+  let(:existing_object) { instance_double(import_object) }
+  let(:import_object) { User }
+  let(:object_structure) { load_article_json('customer_phone') }
+  let(:start_import_test) { described_class.new(object_structure) }
+
+  it 'finds customers by email' do
+    expect(import_object).to receive(:find_by).with(email: 'kunde2@kunde.de').and_return(existing_object)
+    expect(existing_object).to receive(:id).and_return(instance_id)
+    expect(import_object).not_to receive(:create)
+    start_import_test
+    expect(object_structure['created_by_id']).to eq(instance_id)
+  end
+
+  it 'finds customers by login' do
+    expect(import_object).to receive(:find_by).with(email: 'kunde2@kunde.de')
+    expect(import_object).to receive(:find_by).with(login: 'kunde2@kunde.de').and_return(existing_object)
+    expect(existing_object).to receive(:id).and_return(instance_id)
+    expect(import_object).not_to receive(:create)
+    start_import_test
+    expect(object_structure['created_by_id']).to eq(instance_id)
+  end
+
+  it 'creates customers' do
+    expect(import_object).to receive(:find_by).at_least(:once)
+    expect(import_object).to receive(:create).and_return(existing_object)
+    expect(existing_object).to receive(:id).and_return(instance_id)
+    start_import_test
+    expect(object_structure['created_by_id']).to eq(instance_id)
+  end
+end
--- a/spec/import/otrs/article_factory_spec.rb
+++ b/spec/import/otrs/article_factory_spec.rb
@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::OTRS::ArticleFactory do
+  it_behaves_like 'Import::Factory'
+end
--- a/spec/import/otrs/article_spec.rb
+++ b/spec/import/otrs/article_spec.rb
@ -0,0 +1,79 @@
+require 'rails_helper'
+
+RSpec.describe Import::OTRS::Article do
+
+  def creates_with(zammad_structure)
+    expect(import_object).to receive(:new).with(zammad_structure).and_call_original
+    expect_any_instance_of(import_object).to receive(:save)
+    expect_any_instance_of(described_class).to receive(:reset_primary_key_sequence)
+    start_import_test
+  end
+
+  def updates_with(zammad_structure)
+    expect(import_object).to receive(:find_by).and_return(existing_object)
+    expect(existing_object).to receive(:update_attributes).with(zammad_structure)
+    expect(import_object).not_to receive(:new)
+    start_import_test
+  end
+
+  def load_article_json(file)
+    json_fixture("import/otrs/article/#{file}")
+  end
+
+  let(:import_object) { Ticket::Article }
+  let(:existing_object) { instance_double(import_object) }
+  let(:start_import_test) { described_class.new(object_structure) }
+
+  context 'customer phone' do
+
+    let(:object_structure) { load_article_json('customer_phone_attachment') }
+
+    it 'creates' do
+      zammad_structure = {
+        created_by_id: '3',
+        updated_by_id: 1,
+        ticket_id:     '730',
+        id:            '3970',
+        body:          'test #3',
+        from:          '"Betreuter Kunde" <kunde2@kunde.de>,',
+        to:            'Postmaster',
+        cc:            '',
+        subject:       'test #3',
+        in_reply_to:   '',
+        message_id:    '',
+        references:    '',
+        updated_at:    '2014-11-21 00:21:08',
+        created_at:    '2014-11-21 00:17:41',
+        type_id:       5,
+        internal:      false,
+        sender_id:     2
+      }
+      expect(Import::OTRS::Article::AttachmentFactory).to receive(:import)
+      creates_with(zammad_structure)
+    end
+
+    it 'updates' do
+      zammad_structure = {
+        created_by_id: '3',
+        updated_by_id: 1,
+        ticket_id:     '730',
+        id:            '3970',
+        body:          'test #3',
+        from:          '"Betreuter Kunde" <kunde2@kunde.de>,',
+        to:            'Postmaster',
+        cc:            '',
+        subject:       'test #3',
+        in_reply_to:   '',
+        message_id:    '',
+        references:    '',
+        updated_at:    '2014-11-21 00:21:08',
+        created_at:    '2014-11-21 00:17:41',
+        type_id:       5,
+        internal:      false,
+        sender_id:     2
+      }
+      expect(Import::OTRS::Article::AttachmentFactory).to receive(:import)
+      updates_with(zammad_structure)
+    end
+  end
+end
--- a/spec/import/otrs/async_examples.rb
+++ b/spec/import/otrs/async_examples.rb
@ -0,0 +1,9 @@
+RSpec.shared_examples 'Import::OTRS::Async' do
+  it 'responds to start_bg' do
+    expect(described_class).to respond_to('start_bg')
+  end
+
+  it 'responds to status_bg' do
+    expect(described_class).to respond_to('status_bg')
+  end
+end
--- a/spec/import/otrs/customer_factory_spec.rb
+++ b/spec/import/otrs/customer_factory_spec.rb
@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::OTRS::CustomerFactory do
+  it_behaves_like 'Import::Factory'
+end
--- a/spec/import/otrs/customer_spec.rb
+++ b/spec/import/otrs/customer_spec.rb
@ -0,0 +1,70 @@
+require 'rails_helper'
+
+RSpec.describe Import::OTRS::Customer do
+
+  def creates_with(zammad_structure)
+    expect(import_object).to receive(:create).with(zammad_structure).and_return(existing_object)
+    expect_any_instance_of(described_class).to receive(:reset_primary_key_sequence)
+    start_import_test
+  end
+
+  def updates_with(zammad_structure)
+    expect(import_object).to receive(:find_by).and_return(existing_object)
+    expect(existing_object).to receive(:update_attributes).with(zammad_structure)
+    expect(import_object).not_to receive(:new)
+    start_import_test
+  end
+
+  def load_customer_json(file)
+    json_fixture("import/otrs/customer/#{file}")
+  end
+
+  let(:import_object) { Organization }
+  let(:existing_object) { instance_double(import_object) }
+  let(:start_import_test) { described_class.new(object_structure) }
+
+  context 'Organization' do
+
+    let(:object_structure) { load_customer_json('default') }
+    let(:zammad_structure) {
+      {
+        created_by_id: '1',
+        updated_by_id: '1',
+        active:        false,
+        updated_at:    '2014-06-06 12:41:03',
+        created_at:    '2014-06-06 12:41:03',
+        name:          'test922896',
+        note:          'test922896'
+      }}
+
+    it 'creates' do
+      creates_with(zammad_structure)
+    end
+
+    it 'updates' do
+      updates_with(zammad_structure)
+    end
+  end
+
+  context 'OTRS CustomerID' do
+
+    let(:customer_id) { 'test922896' }
+    let(:object_structure) { load_customer_json('default') }
+    let(:otrs_dummy_response) {
+      [
+        object_structure
+      ]
+    }
+
+    it 'responds to by_customer_id' do
+      expect(described_class).to respond_to('by_customer_id')
+    end
+
+    it 'finds Organizations by OTRS CustomerID' do
+      expect(Import::OTRS::Requester).to receive(:load).and_return(otrs_dummy_response)
+      expect(import_object).to receive(:find_by).with(name: customer_id).and_return(existing_object)
+
+      expect(described_class.by_customer_id(customer_id)).to be(existing_object)
+    end
+  end
+end
--- a/spec/import/otrs/customer_user_factory_spec.rb
+++ b/spec/import/otrs/customer_user_factory_spec.rb
@ -0,0 +1,6 @@
+require 'rails_helper'
+require 'import/factory_examples'
+
+RSpec.describe Import::OTRS::CustomerUserFactory do
+  it_behaves_like 'Import::Factory'
+end
--- a/spec/import/otrs/customer_user_spec.rb
+++ b/spec/import/otrs/customer_user_spec.rb
@ -0,0 +1,73 @@
+require 'rails_helper'
+
+RSpec.describe Import::OTRS::CustomerUser do
+
+  def creates_with(zammad_structure)
+    expect_organization_lookup
+    expect(import_object).to receive(:new).with(zammad_structure).and_call_original
+    expect_any_instance_of(import_object).to receive(:save)
+    expect_any_instance_of(described_class).to receive(:reset_primary_key_sequence)
+    start_import_test
+  end
+
+  def updates_with(zammad_structure)
+    expect_organization_lookup
+    expect(import_object).to receive(:find_by).and_return(existing_object)
+    expect(existing_object).to receive(:role_ids).and_return([]).at_least(:once)
+    expect(existing_object).to receive(:update_attributes).with(zammad_structure)
+    expect(import_object).not_to receive(:new)
+    start_import_test
+  end
+
+  def expect_organization_lookup
+    expect(Import::OTRS::Customer).to receive(:by_customer_id).and_return(organization)
+    expect(organization).to receive(:id).and_return(organization_id)
+  end
+
+  def load_customer_json(file)
+    json_fixture("import/otrs/customer_user/#{file}")
+  end
+
+  let(:import_object) { User }
+  let(:existing_object) { instance_double(import_object) }
+  let(:start_import_test) { described_class.new(object_structure) }
+  let(:organization) { instance_double(Organization) }
+  let(:organization_id) { 1337 }
+
+  context 'Customer User' do
+
+    let(:object_structure) { load_customer_json('default') }
+    let(:zammad_structure) {
+      {
+        created_by_id:   '1',
+        updated_by_id:   '1',
+        active:          true,
+        source:          'OTRS Import',
+        organization_id: 1337,
+        role_ids:        [3],
+        updated_at:      '2014-06-07 02:31:31',
+        created_at:      '2014-06-07 02:31:31',
+        note:            '',
+        email:           'qa100@t-online.de',
+        firstname:       'test669673',
+        lastname:        'test669673',
+        login:           'test669673',
+        password:        'f8be19af2f25837a31eff9131b0e47a5173290652c04a48b49b86474d48825ee',
+        phone:           nil,
+        fax:             nil,
+        mobile:          nil,
+        street:          nil,
+        zip:             nil,
+        city:            nil,
+        country:         nil
+      }}
+
+    it 'creates' do
+      creates_with(zammad_structure)
+    end
+
+    it 'updates' do
+      updates_with(zammad_structure)
+    end
+  end
+end
--- a/spec/import/otrs/diff_examples.rb
+++ b/spec/import/otrs/diff_examples.rb
@ -0,0 +1,5 @@
+RSpec.shared_examples 'Import::OTRS::Diff' do
+  it 'responds to diff_worker' do
+    expect(described_class).to respond_to('diff_worker')
+  end
+end
--- a/spec/import/otrs/dynamic_field/checkbox_spec.rb
+++ b/spec/import/otrs/dynamic_field/checkbox_spec.rb
@ -0,0 +1,39 @@
+require 'rails_helper'
+require 'import/otrs/dynamic_field_examples'
+
+RSpec.describe Import::OTRS::DynamicField::Checkbox do
+  it_behaves_like 'Import::OTRS::DynamicField'
+
+  it 'imports an OTRS Checkbox DynamicField' do
+
+    zammad_structure = {
+      object: 'Ticket',
+      name: 'checkbox_example',
+      display: 'Checkbox Example',
+      screens: {
+        view: {
+          '-all-' => {
+            shown: true
+          }
+        }
+      },
+      active: true,
+      editable: true,
+      position: '26',
+      created_by_id: 1,
+      updated_by_id: 1,
+      data_type: 'boolean',
+      data_option: {
+        default: true,
+        options: {
+          true => 'Yes',
+          false => 'No'
+        },
+        null: false,
+        translate: true
+      }
+    }
+
+    dynamic_field_from_json('checkbox/default', zammad_structure)
+  end
+end
--- a/spec/import/otrs/dynamic_field/date_spec.rb
+++ b/spec/import/otrs/dynamic_field/date_spec.rb
@ -0,0 +1,42 @@
+require 'rails_helper'
+require 'import/otrs/dynamic_field_examples'
+
+# this require is required (hehe) because of Rails autoloading
+# which causes this error:
+# warning: toplevel constant Date referenced by Import::OTRS::DynamicField::Date
+# and rspec thinks we want to test Date and stores it into described_class...
+require 'import/otrs/dynamic_field/date'
+
+RSpec.describe Import::OTRS::DynamicField::Date do
+  it_behaves_like 'Import::OTRS::DynamicField'
+
+  it 'imports an OTRS Date DynamicField' do
+
+    zammad_structure = {
+      object:  'Ticket',
+      name:    'date_example',
+      display: 'Date Example',
+      screens: {
+        view: {
+          '-all-' => {
+            shown: true
+          }
+        }
+      },
+      active:        true,
+      editable:      true,
+      position:      '40',
+      created_by_id: 1,
+      updated_by_id: 1,
+      data_type:     'date',
+      data_option:   {
+        future: false,
+        past:   false,
+        diff:   0,
+        null:   false
+      }
+    }
+
+    dynamic_field_from_json('date/default', zammad_structure)
+  end
+end
--- a/spec/import/otrs/dynamic_field/date_time_spec.rb
+++ b/spec/import/otrs/dynamic_field/date_time_spec.rb
@ -0,0 +1,42 @@
+require 'rails_helper'
+require 'import/otrs/dynamic_field_examples'
+
+# this require is required (hehe) because of Rails autoloading
+# which causes this error:
+# warning: toplevel constant DateTime referenced by Import::OTRS::DynamicField::DateTime
+# and rspec thinks we want to test Date and stores it into described_class...
+require 'import/otrs/dynamic_field/date_time'
+
+RSpec.describe Import::OTRS::DynamicField::DateTime do
+  it_behaves_like 'Import::OTRS::DynamicField'
+
+  it 'imports an OTRS DateTime DynamicField' do
+
+    zammad_structure = {
+      object:  'Ticket',
+      name:    'date_time_example',
+      display: 'DateTime Example',
+      screens: {
+        view: {
+          '-all-' => {
+            shown: true
+          }
+        }
+      },
+      active:        true,
+      editable:      false,
+      position:      '16',
+      created_by_id: 1,
+      updated_by_id: 1,
+      data_type:     'datetime',
+      data_option:   {
+        future: true,
+        past: true,
+        diff: 72,
+        null: false
+      }
+    }
+
+    dynamic_field_from_json('date_time/default', zammad_structure)
+  end
+end
--- a/spec/import/otrs/dynamic_field/dropdown_spec.rb
+++ b/spec/import/otrs/dynamic_field/dropdown_spec.rb
@ -0,0 +1,42 @@
+require 'rails_helper'
+require 'import/otrs/dynamic_field_examples'
+
+RSpec.describe Import::OTRS::DynamicField::Dropdown do
+  it_behaves_like 'Import::OTRS::DynamicField'
+
+  it 'imports an OTRS Dropdown DynamicField' do
+
+    zammad_structure = {
+      object:  'Ticket',
+      name:    'dropdown_example',
+      display: 'Dropdown Example',
+      screens: {
+        view: {
+          '-all-' => {
+            shown: true
+          }
+        }
+      },
+      active:        true,
+      editable:      true,
+      position:      '30',
+      created_by_id: 1,
+      updated_by_id: 1,
+      data_type:     'select',
+      data_option:   {
+        default:  '',
+        multiple: false,
+        options:  {
+          'Hamburg' => 'Hamburg',
+          'München' => 'München',
+          'Köln'    => 'Köln',
+          'Berlin'  => 'Berlin'
+        },
+        null:      true,
+        translate: false
+      }
+    }
+
+    dynamic_field_from_json('dropdown/default', zammad_structure)
+  end
+end
--- a/spec/import/otrs/dynamic_field/multiselect_spec.rb
+++ b/spec/import/otrs/dynamic_field/multiselect_spec.rb
@ -0,0 +1,42 @@
+require 'rails_helper'
+require 'import/otrs/dynamic_field_examples'
+
+RSpec.describe Import::OTRS::DynamicField::Multiselect do
+  it_behaves_like 'Import::OTRS::DynamicField'
+
+  it 'imports an OTRS Multiselect DynamicField' do
+
+    zammad_structure = {
+      object:  'Ticket',
+      name:    'multiselect_example',
+      display: 'Multiselec tExample',
+      screens: {
+        view: {
+          '-all-' => {
+            shown: true
+          }
+        }
+      },
+      active:        true,
+      editable:      true,
+      position:      '4',
+      created_by_id: 1,
+      updated_by_id: 1,
+      data_type:     'select',
+      data_option:   {
+        default:  '',
+        multiple: true,
+        options:  {
+          'Hamburg' => 'Hamburg',
+          'München' => 'München',
+          'Köln'    => 'Köln',
+          'Berlin'  => 'Berlin'
+        },
+        null:      false,
+        translate: false
+      }
+    }
+
+    dynamic_field_from_json('multiselect/default', zammad_structure)
+  end
+end
--- a/spec/import/otrs/dynamic_field/text_area_spec.rb
+++ b/spec/import/otrs/dynamic_field/text_area_spec.rb
@ -0,0 +1,35 @@
+require 'rails_helper'
+require 'import/otrs/dynamic_field_examples'
+
+RSpec.describe Import::OTRS::DynamicField::TextArea do
+  it_behaves_like 'Import::OTRS::DynamicField'
+
+  it 'imports an OTRS TextArea DynamicField' do
+
+    zammad_structure = {
+      object:  'Ticket',
+      name:    'text_area_example',
+      display: 'TextArea Example',
+      screens: {
+        view: {
+          '-all-' => {
+            shown: true
+          }
+        }
+      },
+      active:        true,
+      editable:      true,
+      position:      '8',
+      created_by_id: 1,
+      updated_by_id: 1,
+      data_type:     'textarea',
+      data_option:   {
+        default: '',
+        rows:    '20',
+        null:    false
+      }
+    }
+
+    dynamic_field_from_json('text_area/default', zammad_structure)
+  end
+end
--- a/Show More
+++ b/Show More