Import from OTRS and M365 Login


  • Used Zammad version: 4.1.x
  • Used Zammad installation type: Package
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome, Edge, Brave

Expected behavior:

  • Third party integration for M365 Login is set up. Customers cannot log in via M365 account, because the mail address is already assigned to an imported customer from OTRS.
    Is there a way to only import tickets from OTRS or at least migrate all existing to just one customer, so I can delete all the customers? Or can I just delete all the existing mail addresses? We really need to use the M365 login method because of compliance issues (MFA)
    Plus we need to have access to the old tickets from OTRS, using them as a “knowledge base”

Actual behavior:

  • Login should work

Steps to reproduce the behavior:

  • Import from OTRS. Try to login using M365 with imported user

Please have a look at this page which does cover your issue:

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