zammad

For Easterhegg or the Junghacker*innentag we offer people to send us email with questions or requests.

Zammad allows us to organize these emails in ticket queues and work on them together.

Ansible and Docker Compose.

• Delete Closed Tickets Not Touched in 12 Months: will delete all tickets that are closed and have not been touched in a year.
• Delete Customer Accounts Without Any Tickets: Start a Data Privacy task for all users that are neither admins nor agents (so they only are customers) that don't have any tickets. N.B. this will delete all SSO accounts that have not been upgraded to admin or agent. However, those accounts can be re-created simply by logging in again through Keycloak.

Deleting users from Zammad can be difficult; we had problems removing them through the data privacy cleanup job (see https://zammad.hamburg.ccc.de/#system/data_privacy)

Instead, you can remove users through the command line:

# docker exec zammad-docker-compose-zammad-railsserver-1 /docker-entrypoint.sh rails console
> user = User.find_by(login: "hans.acker@example.com")
=> #<User:0x00007fc29284eed0
 id: 69,
 organization_id: nil,
...
> user.destroy
=> #<User:0x00007fc29284eed0
 id: 69,
 organization_id: nil,
...

Zammad apparently sometimes needs some handholding, which can be accomplished by running a rake task or two. Available tasks:

root@zammad:/ansible_docker_compose# docker exec ansible_docker_compose-zammad-railsserver-1 /docker-entrypoint.sh rake --tasks

Rebuilding the search indices:

root@zammad:/ansible_docker_compose# docker exec ansible_docker_compose-zammad-railsserver-1 /docker-entrypoint.sh rake rake zammad:searchindex:rebuild