Cannot delete dummy customer

[vic]

###Infos:

• Used Zammad version: 3.4
• Used Zammad installation source: package
• Operating system: Ubuntu 18.04
• Browser + version: Firefox

Expected behavior:

I only just started with Zammad recently and created a couple of dummy customers. I’m now trying to remove them with the scripts provided in your documentation.

Actual behavior:

I now came accross a customer that I can’t seem to delete. The special thing about this customer, in comparison to all others, is that this one has an invalid email address. Though I’m not sure this is the reason for the issue.

Steps to reproduce the behavior:

irb(main):103:0> User.find(5)
=> #<User id: 5, organization_id: nil, login: "max@muster.ch", firstname: "Max", lastname: "Muster", email: "max@muster.ch", image: nil, image_source: nil, web: "", password: "$argon2id$v=19$m=65536,t=2,p=1$sRt5/oO6uwCb7yE1f9P...", phone: "", fax: "", mobile: "", department: "", street: "", zip: "", city: "", country: "", address: "", vip: false, verified: false, active: true, note: "", last_login: nil, source: "signup", login_failed: 0, out_of_office: false, out_of_office_start_at: nil, out_of_office_end_at: nil, out_of_office_replacement_id: nil, preferences: {"tickets_closed"=>0, "tickets_open"=>1, "mail_delivery_failed"=>true, "mail_delivery_failed_data"=>Sun, 30 Aug 2020 13:06:15 UTC +00:00}, updated_by_id: 3, created_by_id: 1, created_at: "2020-08-27 21:55:51", updated_at: "2020-08-30 18:47:46">
irb(main):104:0> customer_emails = %w[max@muster.ch]
=> ["max@muster.ch"]
irb(main):105:0> customers = User.joins(roles: :permissions).where(email: customer_emails, roles: { active: true }, permissions: { name: 'ticket.customer', active: true }).where.not(id: 1)
=> #<ActiveRecord::Relation [#<User id: 5, organization_id: nil, login: "max@muster.ch", firstname: "Max", lastname: "Muster", email: "max@muster.ch", image: nil, image_source: nil, web: "", password: "$argon2id$v=19$m=65536,t=2,p=1$sRt5/oO6uwCb7yE1f9P...", phone: "", fax: "", mobile: "", department: "", street: "", zip: "", city: "", country: "", address: "", vip: false, verified: false, active: true, note: "", last_login: nil, source: "signup", login_failed: 0, out_of_office: false, out_of_office_start_at: nil, out_of_office_end_at: nil, out_of_office_replacement_id: nil, preferences: {"tickets_closed"=>0, "tickets_open"=>1, "mail_delivery_failed"=>true, "mail_delivery_failed_data"=>Sun, 30 Aug 2020 13:06:15 UTC +00:00}, updated_by_id: 3, created_by_id: 1, created_at: "2020-08-27 21:55:51", updated_at: "2020-08-30 18:47:46">]>
irb(main):106:0> puts customers.map { |user| <<~PREVIEW }.join("\n")
irb(main):107:1"      Customer #{user.fullname}/#{user.id}/#{user.email} has #{Ticket.where(customer_id: user.id).count} tickets #{Ticket.where(customer_id: user.id).pluck(:number)}
irb(main):108:1"    PREVIEW
Customer Max Muster/5/max@muster.ch has 0 tickets []
=> nil
irb(main):109:0> customers.find_each do |user|
irb(main):110:1*      puts %{Preparing deletion of customer "#{user.fullname}" (and #{Ticket.where(customer_id: user.id).count} associated tickets)}
irb(main):111:1> 
irb(main):112:1>      Ticket.where(customer: user).find_each do |ticket|
irb(main):113:2*        puts "  Deleting ticket ##{ticket.number}..."
irb(main):114:2>        ticket.destroy
irb(main):115:2>      end
irb(main):116:1> 
irb(main):117:1>      puts "  Removing references for user with email #{user.email}..."
irb(main):118:1>      ActivityStream.where(created_by_id: user.id).update_all(created_by_id: 1)
     StatsStore.where(created_by_id: user.id).update_all(created_by_id: 1)
irb(main):119:1>      History.where(created_by_id: user.id).update_all(created_by_id: 1)
irb(main):120:1>      Ticket::Article.where(created_by_id: user.id).update_all(created_by_id: 1)
irb(main):121:1>      Ticket::Article.where(updated_by_id: user.id).update_all(updated_by_id: 1)
irb(main):122:1>      Store.where(created_by_id: user.id).update_all(created_by_id: 1)
irb(main):123:1>      StatsStore.where(created_by_id: user.id).update_all(created_by_id: 1)
irb(main):124:1>      Tag.where(created_by_id: user.id).update_all(created_by_id: 1)
irb(main):125:1>      OnlineNotification.find_by(user_id: user.id)&.destroy!
   endirb(main):126:1> 
irb(main):127:1>      puts "  Deleting #{user.fullname}..."
irb(main):128:1>      user.destroy
irb(main):129:1>    end
Preparing deletion of customer "Max Muster" (and 0 associated tickets)
  Removing references for user with email max@muster.ch...
  Deleting Max Muster...
Traceback (most recent call last):
        2: from (irb):109
        1: from (irb):128:in `block in irb_binding'
ActiveRecord::InvalidForeignKey (PG::ForeignKeyViolation: ERROR:  update or delete on table "users" violates foreign key constraint "fk_rails_355a7ffe95" on table "users")
DETAIL:  Key (id)=(5) is still referenced from table "users".
: DELETE FROM "users" WHERE "users"."id" = $1

[MrGeneration]

I’m pretty sure that the user in question was an agent or even admin before it became a customer.
Our script only works on customers and yes, it is a big difference, even if you downgrade a user.

We had this topic in the last weeks quite often, so I’ll just leave a reference here:

Zammad cant delete account

The reason for this is that you’re probably trying to remove agent accounts. The reference error message in this state means that account with ID 6 created or updated at least one user account. As there’s active references, you naturally can’t remove that database entry. I’m ignoring your elasticsearch error messages on propose: That indicates a wrong configuration between ES and Zammad. A friendly User.where(created_by_id: 6).update_all(created_by_id: 1) User.where(updated_by_id: 6).update_…