Import old/closed tickets from OTRS

  • Used Zammad version:
    3.4.x
  • Used Zammad installation source: (source, package, …)
    source docker
  • Operating system:
    Docker version 19.03.12, build 48a66213fe
  • Browser + version:
    Chrome Version 84.0.4147.105 (Offizieller Build) (64-Bit)

Expected behavior:

  • Import all tickets from OTRS

Actual behavior:

  • Only import open tickets from OTRS

Steps to reproduce the behavior:

Update:

after further investigation it seem’s thad i have an Issue with Importing Tickets witch are to large, the Import shows some errors with tickets larger than 1500000 “chars”, my guess is the importer stops at one paint afterwards, therefore the Import is not Complete. There are a lot of other people with the same problem, but no one provides a solution to fix the Importer ,kind of skipping these tickets, is there a way of doing this. I don’t want to remove them from the OTRS database.

Would you mind providing the error messages you receive from Zammad…?
That would help.

Also running the following in a rails console should tell you if there are really no closed tickets imported:
Ticket.where(state_id: Ticket::State.find_by(name: 'closed').id).count

Note that Zammad (on intention) by default doesn’t show closed tickets in it’s overviews.
One of the many reasons is object limits, you can find more information on overviews here:
https://admin-docs.zammad.org/en/latest/manage/overviews.html