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

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This commit is contained in:
Thorsten Eckel 2016-11-25 17:10:37 +01:00
parent 9489dff71d
commit e8e332e2e3
133 changed files with 5623 additions and 1574 deletions
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3
.rspec Normal file
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--format documentation
--color
--require spec_helper

2
Gemfile
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@ -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

22
Gemfile.lock
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@ -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

3
bin/rspec Executable file
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#!/usr/bin/env ruby
require 'bundler/setup'
load Gem.bin_path('rspec-core', 'rspec')

15
bin/spring Executable file
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#!/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

28
lib/import/base_factory.rb Normal file
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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

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lib/import/factory.rb Normal file
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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

31
lib/import/helper.rb Normal file
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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

1689
lib/import/otrs.rb
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lib/import/otrs/article.rb Normal file
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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

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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

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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

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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

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lib/import/otrs/article_factory.rb Normal file
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module Import
module OTRS
module ArticleFactory
extend Import::Factory
end
end
end

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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

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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

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module Import
module OTRS
module CustomerFactory
extend Import::Factory
end
end
end

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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

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module Import
module OTRS
module CustomerUserFactory
extend Import::Factory
end
end
end

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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

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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

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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

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# 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

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lib/import/otrs/dynamic_field/date_time.rb Normal file
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# 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

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lib/import/otrs/dynamic_field/dropdown.rb Normal file
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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

20
lib/import/otrs/dynamic_field/multiselect.rb Normal file
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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

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lib/import/otrs/dynamic_field/text.rb Normal file
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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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module Import
module OTRS
module PriorityFactory
extend Import::Factory
end
end
end

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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

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module Import
module OTRS
module QueueFactory
extend Import::Factory
end
end
end

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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

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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

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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

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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

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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

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module Import
module OTRS
module TicketFactory
extend Import::Factory
end
end
end

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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

7
lib/import/otrs/user_factory.rb Normal file
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@ -0,0 +1,7 @@
module Import
module OTRS
module UserFactory
extend Import::Factory
end
end
end

18
lib/import/transaction_factory.rb Normal file
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@ -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

3
lib/import/zendesk.rb
View file

@ -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...'

10
spec/fixtures/import/otrs/article/attachment/default.json vendored Normal file
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@ -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"
}

97
spec/fixtures/import/otrs/article/customer_phone.json vendored Normal file
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@ -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>,"
}

108
spec/fixtures/import/otrs/article/customer_phone_attachment.json vendored Normal file
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@ -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>,"
}

130
spec/fixtures/import/otrs/customer/default.json vendored Normal file
View file

@ -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"
}

348
spec/fixtures/import/otrs/customer_user/default.json vendored Normal file
View file

@ -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
}

15
spec/fixtures/import/otrs/dynamic_field/checkbox/default.json vendored Normal file
View file

@ -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"
}

19
spec/fixtures/import/otrs/dynamic_field/date/default.json vendored Normal file
View file

@ -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"
}

19
spec/fixtures/import/otrs/dynamic_field/date_time/default.json vendored Normal file
View file

@ -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"
}

25
spec/fixtures/import/otrs/dynamic_field/dropdown/default.json vendored Normal file
View file

@ -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"
}

24
spec/fixtures/import/otrs/dynamic_field/multiselect/default.json vendored Normal file
View file

@ -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"
}

16
spec/fixtures/import/otrs/dynamic_field/text/default.json vendored Normal file
View file

@ -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"
}

17
spec/fixtures/import/otrs/dynamic_field/text_area/default.json vendored Normal file
View file

@ -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"
}

15
spec/fixtures/import/otrs/history/article/default.json vendored Normal file
View file

@ -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"
}

15
spec/fixtures/import/otrs/history/move/default.json vendored Normal file
View file

@ -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"
}

15
spec/fixtures/import/otrs/history/new_ticket/default.json vendored Normal file
View file

@ -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"
}

15
spec/fixtures/import/otrs/history/priority_update/default.json vendored Normal file
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{
"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"
}

15
spec/fixtures/import/otrs/history/state_update/default.json vendored Normal file
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{
"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%%"
}

9
spec/fixtures/import/otrs/priority/default.json vendored Normal file
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@ -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"
}

25
spec/fixtures/import/otrs/queue/default.json vendored Normal file
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@ -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"
}

10
spec/fixtures/import/otrs/state/default.json vendored Normal file
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@ -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"
}

770
spec/fixtures/import/otrs/ticket/default.json vendored Normal file
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@ -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
}

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{
"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"
}

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{
"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"
}

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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

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require 'rails_helper'
require 'import/factory_examples'
RSpec.describe Import::Factory do
it_behaves_like 'Import::Factory'
end

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require 'import/base_factory_examples'
RSpec.shared_examples 'Import::Factory' do
it_behaves_like 'Import::BaseFactory'
end

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require 'rails_helper'
require 'import/factory_examples'
RSpec.describe Import::Factory do
it_behaves_like 'Import::Factory'
it_behaves_like 'Import::BaseFactory extender'
end

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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

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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

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RSpec.shared_examples 'Import factory' do
it 'responds to import' do
expect(described_class).to respond_to('import')
end
end

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RSpec.shared_examples 'Import backend' do
it 'responds to start' do
expect(described_class).to respond_to('start')
end
end

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spec/import/otrs/article/attachment_factory_spec.rb Normal file
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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

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spec/import/otrs/article_customer_factory_spec.rb Normal file
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require 'rails_helper'
require 'import/factory_examples'
RSpec.describe Import::OTRS::ArticleCustomerFactory do
it_behaves_like 'Import::Factory'
end

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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

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spec/import/otrs/article_factory_spec.rb Normal file
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require 'rails_helper'
require 'import/factory_examples'
RSpec.describe Import::OTRS::ArticleFactory do
it_behaves_like 'Import::Factory'
end

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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

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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

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spec/import/otrs/customer_factory_spec.rb Normal file
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require 'rails_helper'
require 'import/factory_examples'
RSpec.describe Import::OTRS::CustomerFactory do
it_behaves_like 'Import::Factory'
end

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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

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require 'rails_helper'
require 'import/factory_examples'
RSpec.describe Import::OTRS::CustomerUserFactory do
it_behaves_like 'Import::Factory'
end

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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

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RSpec.shared_examples 'Import::OTRS::Diff' do
it 'responds to diff_worker' do
expect(described_class).to respond_to('diff_worker')
end
end

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spec/import/otrs/dynamic_field/checkbox_spec.rb Normal file
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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

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spec/import/otrs/dynamic_field/date_spec.rb Normal file
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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

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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

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spec/import/otrs/dynamic_field/dropdown_spec.rb Normal file
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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

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spec/import/otrs/dynamic_field/multiselect_spec.rb Normal file
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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

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spec/import/otrs/dynamic_field/text_area_spec.rb Normal file
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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

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