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Helpdesk

Description of the package

The EOSC Beyond helpdesk solution utilizes Zammad (https://zammad.com/en), an open-source, web-based helpdesk platform. Its source code is accessible on GitHub and maintained by the Zammad Foundation. Additionally, the helpdesk can be seamlessly integrated with the EOSC Beyond AAI service.

Code

Zammad GitHub repository is located at: https://github.com/zammad/zammad

On Ubuntu/Debian, OpenSUSE/SLES, and CentOS/RHEL, it is also available through the package manager, which we have tested and recommend for deployment.

Dependencies

The detailed Zammad hardware requirements can be found: https://docs.zammad.org/en/latest/prerequisites/hardware.html

The detailed Zammad software requirements can be found: https://docs.zammad.org/en/latest/prerequisites/software.html

Database setup

Configuration files and examples

Deployment gidelines

We tested Zammad deployment on a Debian 12 server using Zammad packages from the package manager system. However, Zammad can also be deployed via: - Docker, https://docs.zammad.org/en/latest/install/docker-compose.html 

Detailed deployment instructions for Debian 12 OS are available at https://docs.zammad.org/en/latest/install/package.html  and include setting up APT repositories and installing Zammad services. The guide also covers recommended firewall setup (using ufw or nftables) and SELinux configuration.

Documentation

Verification

Licensing

Zammad is licensed under the GNU AGPLv, which requires sharing source code even if users only access the software over a network. Make sure users can view, modify, and redistribute the source code, including any modifications.