Ticketsystem - Stand: 03-APR-2025 (bei Änderung bitte aktualisieren)

WICHTIG: Bei Update der Pakete (apt update && apt upgrade) gehen die Änderungen in Kapitel „Eigenes CSS-Einfügen“ verloren. Die „custom.css“ bleibt erhalten, muss allerdings erneut mit „sudo zammad run rake assets:precompile“ und anschließendem „sudo systemctl restart zammad“ eingelesen werden. Die modifizierte „icons.svg“ wird überschrieben und muss nochmal neu modifiziert werden.

Offizielle Installationsanleitung (via packetmanager): KLICK (https://docs.zammad.org/en/latest/install/package.html)

Vorgehensweise (Beispiel mit Ubuntu 24.04):

sudo apt install curl apt-transport-https gnupg
wget -qO - https://artifacts.elastic.co/GPG-KEY-elasticsearch | sudo gpg --dearmor -o /usr/share/keyrings/elasticsearch-keyring.gpg
echo "deb [signed-by=/usr/share/keyrings/elasticsearch-keyring.gpg] https://artifacts.elastic.co/packages/8.x/apt stable main" | sudo tee /etc/apt/sources.list.d/elastic-8.x.list
sudo apt-get update && sudo apt-get install elasticsearch #note down elasticsearch superuser password which is dumped to shell during installation of elasticsearch
sudo sysctl -w vm.max_map_count=262144
sudo nano /etc/elasticsearch/elasticsearch.yml
   append...
   http.max_content_length: 400mb
      indices.query.bool.max_clause_count: 2000
sudo systemctl enable elasticsearch
sudo systemctl start elasticsearch
sudo apt install locales
sudo locale-gen en_US.UTF-8
echo "LANG=en_US.UTF-8"> sudo /etc/default/locale
curl -fsSL https://dl.packager.io/srv/zammad/zammad/key | \
   gpg --dearmor | sudo tee /etc/apt/keyrings/pkgr-zammad.gpg> /dev/null
echo "deb [signed-by=/etc/apt/keyrings/pkgr-zammad.gpg] https://dl.packager.io/srv/deb/zammad/zammad/stable/ubuntu 24.04 main"| \
   sudo tee /etc/apt/sources.list.d/zammad.list> /dev/null
sudo apt update
sudo apt install zammad
sudo zammad run rails r "Setting.set('es_url', 'https://localhost:9200')"
sudo zammad run rails r "Setting.set('es_user', 'elastic')"
sudo zammad run rails r "Setting.set('es_password', '')" #replace  with above noted elasticsearch superuser password
sudo cat /etc/elasticsearch/certs/http_ca.crt #copy and temporary save the certificate (with the delimiters)
sudo cp /opt/zammad/contrib/nginx/zammad.conf /etc/nginx/sites-available/zammad.conf
sudo rm /etc/nginx/sites-enabled/default
sudo mv /etc/nginx/sites-available/default /etc/nginx/sites-available/default.old
sudo systemctl restart nginx
# complete initial login via zammad-webui and add previously copied certificate under "Security> SSL Certificates"
sudo zammad run rake zammad:searchindex:rebuild
sudo systemctl restart elasticsearch

sudo openssl genrsa -des3 -out selfsigned_rootca.key 4096 # creates new root-CA (key)
sudo openssl req -x509 -new -nodes -key selfsigned_rootca.key -sha256 -days 1825 -out selfsigned_rootca.pem # creates certificate for the new CA
sudo openssl genrsa -out helpdesk.smns-bw.de_key.key 4096 # creates a new key (for the SSL-certificate)
sudo openssl req -new -key helpdesk.smns-bw.de_key.key -out helpdesk.smns-bw.de_request.csr # creates certificate signing request file for the SSL-certificate: use zammad instance FQDN for common name
sudo nano helpdesk.smns-bw.de_requestextfile.ext # creates certificate signing request extension file
   ...put in...
      authorityKeyIdentifier=keyid,issuer
      basicConstraints=CA:FALSE
      keyUsage=digitalSignature,nonRepudiation,keyEncipherment,dataEncipherment
      subjectAltName=@alt_names

      [alt_names]
      DNS.1=helpdesk.smns-bw.de
sudo openssl x509 -req -in helpdesk.smns-bw.de_request.csr -CA selfsigned_rootca.pem -CAkey selfsigned_rootca.key -CAcreateserial -out helpdesk.smns-bw.de_key.crt -days 1825 -sha256 -extfile helpdesk.smns-bw.de_requestextfile.ext # creates and signes SSL-certificate with the root-CA-cert.
sudo cp /opt/zammad/contrib/nginx/zammad_ssl.conf /etc/nginx/sites-available/zammad.conf
sudo nano /etc/nginx/sites-available/zammad.conf
   ...replace value of any server_name directive with actual FQDN (helpdesk.smns-bw.de)!
   ...replace value of ssl_certificate directive with path to previously generated certificate (e.g. /home/nooba/webserver_certificate/helpdesk.smns-bw.de_key.crt)!
   ...replace value of ssl_certificate_key directive with path to previously generated key (e.g. /home/nooba/webserver_certificate/helpdesk.smns-bw.de_key.key)!
   ...look for path of ssl-configuration file inside the zammad.conf (value of ssl_dhparam directive, e.g. /etc/ssl/dhparam.pem)!
sudo openssl dhparam -dsaparam -out /etc/ssl/dhparam.pem 4096
sudo nano /etc/nginx/sites-available/zammad.conf
   ...go to https://cipherlist.eu/ and adjust ssl security settings accordingly.
   ...however set ssl_stapling off and ssl_stapling_verify off and comment ssl_trusted_certificate out!

sudo nano /opt/zammad/app/assets/stylesheets/custom/custom.css
sudo chown zammad:zammad /opt/zammad/app/assets/stylesheets/custom/custom.css
sudo zammad run rake assets:precompile
sudo systemctl restart zammad

---

Replace logo/svg on top left corner:
SVG-collection file is located at...
   /opt/zammad/public/assets/images/icons.svg
Inside the file replace symbol with id...
   icon-logo
...with...
   <symbol id="icon-logo" viewBox="0 0 71.967 55.298">
      <title>logo</title>
      <path d="M0 55.298L29.814 0l42.152 10.24v45.057z" fill="#93bf1f" fill-rule="evenodd" />
   </symbol>

/*wheel of color*/
:root {
  --smns-green:                           #93BF1F;
  --vitriol-green:                        #58887b;
  --dark-vitriol-green:                   #34413d;
  --bordeaux-red:                         #641C34;
  --flarum-green:                         #88936c;
  --near-white-a:                         hsl(210, 17%, 98%);
  --near-white-b:                         #f1f1f1;
  --near-black-a:                         hsl(233, 9%, 19%);
}
/*light mode color definitions*/
:root[data-theme="light"] {
  /*custom added variables*/
  --custom-themecolor:                      var(--smns-green);
  /*pre-existing variables*/
  --menu-background-active:                 var(--near-black-a);
  --menu-background-primary:                var(--near-white-a);
  --menu-background-secondary:              var(--custom-themecolor);
  --text-link:                              var(--near-black-a);
  --text-nav:                               var(--near-black-a);
  --menu-text:                              var(--near-black-a);
}
/*dark mode color definitions*/
:root[data-theme="dark"] {
  /*custom added variables*/
  --custom-themecolor:                      var(--vitriol-green);
  /*pre-existing variables*/
  --menu-background-active:                 var(--dark-vitriol-green);
  --menu-background-secondary:              var(--dark-vitriol-green);
  --background-active:                      var(--custom-themecolor);
  --text-normal:                            var(--flarum-green);
  --text-link:                              var(--flarum-green);
  --text-nav:                               var(--near-white-b);
  --menu-text:                              var(--near-white-b);
}
/*all mode color definitions*/
:root {
  /*custom added variables*/
  --custom-textcolor:                       var(--near-white-b);
  /*pre-existing variables*/
  --danger-color:                           var(--bordeaux-red);
  --highlight:                              var(--custom-themecolor);
  --menu-icon-secondary:                    var(--custom-themecolor);
  --menu-icon-secondary-hover-background:   var(--custom-themecolor);
  --button-primary-background:              var(--custom-themecolor);
  --supergood-color:                        var(--custom-themecolor);
}
/*svg / clickable icons*/
#icon-mood-supergood path,
#icon-mood-supergood g,
#icon-signout path,
#icon-signout g,
#icon-plus path,
#icon-plus g,
#icon-report path,
#icon-report g,
#icon-cog path,
#icon-cog g {
  fill:                                     inherit;
}
.icon-mood-supergood use,
.icon-signout use,
.icon-plus use,
.icon-report use,
.icon-cog use {
  fill:                                     var(--custom-themecolor);
}
ul.user-menu.navbar-items-personal> li:hover> a use {
  fill:                                     var(--menu-background-primary);
}
.list-button.fit.horizontal.centered::before {
  background-color:                         var(--custom-themecolor) !important;
}
/*buttons*/
a.btn.btn--success.btn--quad {
  background-color:                         var(--menu-background-primary);
}
.btn--quad,
.btn--success,
.btn--create {
  background-color:                         var(--custom-themecolor);
}
.btn--text.btn--create {
  color:                                    var(--custom-textcolor) !important;
}
.tasks-navigation .nav-tab:not(.is-active) {
  background-color:                         var(--background-primary-alt);
}
.tasks-navigation .nav-tab:not(.is-active):hover {
  background-color:                         var(--menu-background-primary);
}
/*global search bar*/
#global-search {
  background-color:                         var(--background-primary-alt);
}

sudo nano /etc/nginx/sites-available/zammad.conf
   ...inside server{}-block for HTTPS (when https is enables ofc.), modify the "location = /favicon.ico"-location...
    location = /favicon.ico {
        access_log off; log_not_found off;
        alias /opt/zammad/app/assets/stylesheets/custom/smns-favicon.ico;
    }
    ...and put a favicon-file with same name to the mentioned location.

sudo apt update && sudo apt install ufw
sudo ufw default deny incoming
sudo ufw default allow outgoing
sudo ufw allow 22
sudo ufw allow 80
sudo ufw allow 443
sudo ufw enable
sudo ufw reload

Instanzbackup (Benutzerdaten+Backup) vom 22.01.2025:
+ https://itwiki.smns-bw.org/_media/it/software/zammad_backup_2.001.7z
+ https://itwiki.smns-bw.org/_media/it/software/zammad_backup_2.002.7z

Einstellungsübersicht im Textformat:

+ https://itwiki.smns-bw.org/_media/it/software/ttsyscfg.7z

„Gruppen“ sind in Zammad ja sozusagen Abteilungen, an die Tickets gesendet werden. Standardmäßig können diese nicht durch das Übersetzungstool von Zammad übersetzt werden. Damit dies möglich ist muss man folgendes auf der Kommandozeile des Servers machen:

sudo zammad run rails c
ObjectManager::Attribute.for_object('Ticket').find_by(name: 'group_id').tap { _1['data_option']['translate'] = true; _1.save! }

Danach kann man über das Einstellungsmenü > Übersetzungen eigene Übersetzungen für die Gruppennamen festlegen.

Nach der Verfahrensbeschreibung gem. Artikel 30 Abs. 1 DSGVO (Stand APR-2025) sind geschlossene Tickets nach 9 Monaten zu löschen.

• Verfahrensbeschreibung (Stand APR-2025)
• Dienstvereinbarung Personalrat (Noch hinzuzufügen)

Dazu gibt es in der „zammadeigenen“ Aufgabenplanung eine wiederkehrende Aufgabe, die jeden Freitag um 16 Uhr (Zeitzone Berlin) durchgeführt wird: