OTRS Import ok, but no tickets


  • Used Zammad version: latest
  • Used Zammad installation source: source
  • Operating system: Debian (shared host)
  • Browser + version: Mozilla Firefox

Expected behavior:

  • OTRS tickets to be seen in Zammad

Actual behavior:

  • Command line import from OTRS seems to work ok, ElasticSearch has run, but only visible ticket afterwards in Zammad is “Welcome to Zammad”. No errors in log file, but no tickets.
  • OTRS user and password to work, only tickets can’t be found.

Steps to reproduce the behavior:

  • New Zammad installed on a Debian Shared host (hostsharing.net)
  • Activate the two plugins in OTRS
  • First try to import via Zammad frontend, failing with “Background service not started”
  • Switch over to command line
  • Stop Zammad
  • export RAILS_ENV=production
  • drop/create/migrate & seed database (no errors)
  • start rails and follow manual steps to OTRS import
  • Import starts and runs successfully (no errors)
  • restart Zammad
  • reindex elasticsearch (no errors)
  • Switch over to frontend in Firefox
  • Successful login with OTRS credentials (now available)
  • Only ticket available is “Welcome to Zammad”, no imported tickets from OTRS visible

Hi @gschnepp,
have you checked your user permissions? You may need to adjust those to match the groups.


Thanks a lot for your help! That was the problem. I was not able to manage this by myself because my user had no admin rights therefore did not see any groups either.

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