Deleting attachments (is important)

[cottton]

Because the last feature request got closed (for w/e reason)
I want to bring the topic up again:

previous: Deleting an attachment in a ticket
previous previous: Delete attachment in a ticket - #3 by merced317

DSGVO,
customers adding attachments by mistake,
spam with attachments,
maleware (want to filter (white list) or entirely remove attachments),
…

We need to be able to

• manually remove attachments from ticket (article) (physically from storage)
• programmatically (REST API) remove attachments from ticket (article) (physically from storage)

I read about the “tmp” solution to entirely remove the ticket.
But this is a ticket system to make life easier. We should not have to do that.

I really would like to see this feature comming (soon).
Otherwise → DSGVO

[MrGeneration]

@cottton

Because the last feature request got closed (for w/e reason)

No specific reason. Discorse does this when a topic gets quiet. Just so you know.

[cottton]

Just for the list of previous requests:

GDPR/DSGVO delete function

I was wondering how the GDPR compliance is realized in zammad. I searched the community forum and GitHub and found lot’s of inquiries beginning in early 2018, however all threads ended/closed without a solution. The problem for anybody using zammad in a production environment is the requirement by law to be able to view & delete all personal data if required. I’m aware of the option to delete users and tickets manually in the database. However, this will lead to lots of destroyed databases bec…

Blocking certain file types as attachments

Hi there, we think it would be useful if agents could chose certain file types that should be blocked. For example in our case, some of our clients send screenshots attached to blank .docx-files. To avoid that it would be great if you guys could include a feature that allows agents to block file types. Yours sincerely Philipp

[cottton]

Alternatively i would appreciate a feature that overwrites attachments.

On delete request (UI or API)

• set attachment content (db, filesystem, …) to empty string
• mark attachment with a new flag is_deleted
• in UI check if attachment has flag is_deleted true and instead of the actual attachment use a placeholder image for deleted attachments.
• at API return only attachments that have the is_deleted flag false (or keep them, we would get empty content anyway and see why due to the new flag)

Or use a datetime column deleted_at default null. If is not null then the attachment has been deleted.

There may be more things to do like the filename, mime type, … . But all this should be possible to handle.

TL; DR:
If you cannot (physically) remove attachments, then make it blank.