Arbitration / Training
The Training Course for Case Managers and Arbitrators
D E P R I C A T E D - D E P R I C A T E D - D E P R I C A T E D - D E P R I C A T E D
The "new" procedure to follow (using a different naming scheme for deleted accounts) is shown at DeleteAccountProcSEv3. BernhardFröhlich
Actions for a Support Engineer (for the ruling) Version 2
See also SE Manual - Delete and Deactivate Accounts
If an account is to be killed ...
walk thru bottom-up
- Server-Certs handling before Domain handling (server certs relates on domains, so deleting domains, makes existing server certs invisible (if they'll becomes deleted is in question)
- Email address replacement with the Arbcase number before Questions-and-Answers page will be opened and user receives an annoying "Your secrets page has been visited, this is a potential attack ..." (or whatever)
In detail: * == SE console mode == * a new password should be set (and later forgotten) * (optional) A snapshot of the account information shall be taken and printed to PDF including all account informations, certs informations and so on, sending to arbitrator (if requested by an arbitrator) * == User mode == * login to the account to hijack * all certificates to revoke * Server Certificates - View * revoke Server certificates * Domains - View * Delete Domains * GPG PGP Keys - View * revoke certificates * Client Certificates - View * revoke Client certificates * Email Accounts - Add * add email address arbitration_a201#####.#@c.o (mind the correct spelling of the mail address) * verify new email address by email to support inbox (the verification mail should be placed automatically in the Delete Account bucket) * relogin into user account (with old email addr) * switch to primary email address arbitration_a201#####.#@c.o * select arbitration_a201#####.#@c.o, make default * all email addresses deleted (except the primary email address) * Email - View * remove email address(es) (except new primary) * Select "delete checkbox" on (old) users email addr, hit 'delete' * Walk thru the My Details and Submenues * My Alert Settings * deselect all checkboxes * My Details - Location * set to: Denistone East, New South Wales, Australia (2256755) * My Details - My Listing * set to: I don't want to be listed * clear the text field if filled * My Details - Default Language * delete all Additional Language Preferences set * My Details - Edit * the secret questions & answers to fill with junk * Logout * == SE console mode == * System admin - Find user * search for arbitration_a2010####.#@c.o * Givenname, Middlename, Lastname and Suffix to be filled with the arbitration number ''a2010####.#'' * DoB to set to 1900-01-01 or 1970-01-01 * reset _all_ flags to '0' * all assurances received / given to leave untouched if any * The last action shall be to lock the account * set 'Account Locking:' to 1 * (or delete account button) * == OTRS == * report the youngest date of the revoked certificates * (optional attach the PDF files if requested by the arbitrator)