Used Zammad installation source: (source, package, …) source
Operating system: Ubuntu 18.04
Browser + version: Google Chrome 89
Expected behavior:
Customer added an attachment to Zammad that has sensitive information in it that needs to be purged from the system. How can just the attachment be removed from the ticket?
Actual behavior:
Neither agents nor admins have the ability to remove an attachment from a ticket from the UI. There also appears to be no documented way in Deleting Records — Zammad documentation to do this either.
Steps to reproduce the behavior:
Customer attaches either via email or directly an attachment that has sensitive information in it.
While I appreciate your stance and your response, it’s quite difficult to control what users add to the ticketing system. What if the user accidentally clicks the wrong file and ends up uploading the financials for the company or classified information or any other number of BadThings™ to end up in Zammad? We, the end users of the system, are requesting a way to be in compliance with legal requirements and having a setup whereby we are encouraged not to purge erroneous attachments leaves us potentially exposed to legal action and is, quite frankly, unacceptable.
I sincerely hope that your stance on this request changes in the future.
Two things:
The only way you currently can react to such a situation is to completely remove the ticket.
You could split out the important information to keep before hand if needed.
Yes extra work, sucks, I know, but the only way.
If you want such a functionality and it has not been requested yet, the perfect action would be to create a feature request on this board. Add use cases to help others understand your request better. We use these feature requests on this board to see how important a specific functionality is for the community.