Maintenance Tasks

To maintain healthy environments, there are several maintenance tasks we must do. While the aim is to always automate these, some cannot be automated and must be done manually from time to time.

Fix bad task ticket

• Automated in Zendesk Global via Zendesk Global > Maintenance Tasks to run every hour at the 30 minute mark.
• Automated in Zendesk US Government via Zendesk US Government > Maintenance Tasks to run every hour at the 30 minute mark.

This locates Task type tickets that have a Due Date set before the current time. Any tickets found in this state have their due date removed and are set to the type of Question.

Applicable instance:

• Zendesk Global
• Zendesk US Government

Fix false expired tags in orgs

• Automated in Zendesk Global via Zendesk Global > Maintenance Tasks to run every hour at the 30 minute mark.

This locates organization’s containing the expired tag and a support_level value that is not expired. For these organizations, we need to remove the false expired tag. The script will do so after checking the following:

• Removing the expired tag does not remove all support_level tags on the organization
• Removing the expired tag would yeild an actual update

Applicable instance:

• Zendesk Global

Permanently delete deleted users

• Automated in Zendesk Global via Zendesk Global > Maintenance Tasks to run twice daily via Pipeline Schedules at 0045 and 1245.
• Automated in Zendesk US Government via Zendesk US Government > Maintenance Tasks to run twice daily via Pipeline Schedules at 0045 and 1245.

Deleting a user removes them from the Zendesk workspace, however it does not actually fully remove the user. As such, we need to routinely remove these deleted users from Zendesk.

Applicable instance:

• Zendesk Global
• Zendesk US Government

Purge Redis cache for global_organizations

• Automated in Zendesk Global via Zendesk Global > Maintenance Tasks to run every Saturday at 0030 UTC.

This clears the Redis data within the key global_organizations. This is needed from time to time to ensure the Redis cached data isn’t stale.

Applicable instance:

• Zendesk Global

Purge Redis cache for usgov_organizations

• Automated in Zendesk US Government via Zendesk US Government > Maintenance Tasks to run every Saturday at 0030 UTC.

This clears the Redis data within the key usgov_organizations. This is needed from time to time to ensure the Redis cached data isn’t stale.

Applicable instance:

• Zendesk US Government

Purge Redis cache for usgov_users

• Automated in Zendesk US Government via Zendesk US Government > Maintenance Tasks to run every Saturday at 0030 UTC.

This clears the Redis data within the key usgov_users. This is needed from from time to time to ensure the Redis cached data isn’t stale.

Applicable instance:

• Zendesk US Government

Maintenance Tasks project locations

The Maintenance Tasks projects are located at:

• Zendesk Global
• Zendesk US Government