Hitting a limit pulling Zendesk tickets

[Josh223]

Infos:

• Used Zammad version: 6.5
• Used Zammad installation type: Docker-compose
• Operating system: Ubuntu 24.04

We’ve been trying to download our Zendesk tickets which consists of around 250,000 tickets, but we seem to be hitting a limit of 19,000 tickets. I have tried running the job via the console and via the GUI but both seem to hit 19k exactly and stop.

I can’t see any logs for it anywhere either to tell me why, I’ve checked production.log and docker logs for railsserver and scheduler.

Any advice/help would be appreciated!

[Josh223]

Anyone have any advice? Still hitting this limit, doesn’t seem to be a Zendesk limit. Logs still show nothing.

[MrGeneration]

If I’d had to guess, you’re not hitting " a limit ", but the worker process dies for whatever reason.

[dominikklein]

Yes, you should check the production logs in more details about any informations. Normally, this amount of tickets should run without problems.

You could also check some API calls directly.

[Josh223]

production.log in /opt/zammad/log/production.log is basically empty and only has this from when it was first setup

I, [2025-04-02T06:18:19.208391#11451-7460]  INFO -- : Using Zammad's file store as Rails cache store.
I, [2025-04-02T06:18:19.208681#11451-7460]  INFO -- : Using the File back end for Zammad's web socket session store.
W, [2025-04-02T06:18:19.521350#11451-7460]  WARN -- : Database doesn't exist. Skipping allowed_request_origins configuration.

If I look at the docker logs for railsserver as well they don’t shed any light on the import.

I assume I’m missing something obvious here though.

[DD4PK]

Is /var/log/zammad/production.log not the default for docker installs too?

[MrGeneration]

No. Docker based stacks default to log to STDOUT.

[Josh223]

I cleared everything, grabbed a fresh copy of the Docker Compose from Git and it pulled newer images which has fixed the issue I was having! Thanks all!