Closed Bug 726941 Opened 12 years ago Closed 10 years ago

Add a way to Close SUMO account

Categories

(support.mozilla.org :: Users and Groups, task, P4)

Product:
support.mozilla.org
Component:
Users and Groups
Type:
task

Tracking

(Not tracked)

Status:
RESOLVED FIXED
Milestone:
2014Q1

People

(Reporter: Swarnava, Assigned: rehandalal+mozilla)

Details

(Whiteboard: u=user c=account p=3 s=2014.4) 

As we see, when people need to delete there account, they ask admin to delete it. If we add a feature on SUMO user profile settings to Deactivate account with a message ''Hey we miss you. Hope you will back again. To reactivate your account, please login with existing username and Password''. So that we dont need to worry to lost contributor. And after that if he still like to delete his account, then he can contact admin.:)
Technically, we don't ever delete accounts anymore. It caused a big pile of issues. If a user really wants their data gone we will anonymize it so it's not their data anymore. We'll respect that wish the first time, though.
Status: NEW → RESOLVED
Closed: 12 years ago
Resolution: --- → WONTFIX
I am re-opening this back up. 

Discussion thread for this topic here: https://support.mozilla.org/en-US/forums/contributors/709597

What I suggest is that we give the option for the user to deactivate their account via the "Edit Profile". We should make this the last option in the "Edit Profile". Obviously, we want to keep the user data here so that others can benefit from the threads the user may have. Also proposed, is that we should delete the account after the user chooses to deactivate; a waiting period of something like 30 days should be placed but as Noah did mention on the forums: 

"""I think there is a automated script that deletes deactivated accounts whenever it runs. It seems to kill deactivated accounts after 2-3 weeks from the time of deactivation. """
Status: RESOLVED → REOPENED
OS: Other → All
Hardware: Other → All
Resolution: WONTFIX → ---
At the end of the edit profile page, add a red button that says "Close account and delete all profile information". It should display a warning pop up when clicked.

When the user closes their account, we do the following:

1. Rename user to 'user[userID]'
2. Change email address to [userID]@example.com
3. Delete all profile fields.
4. Show user a 'success' page.
Priority: -- → P4
Whiteboard: u=user c=account p= s=2013.18
Target Milestone: --- → 2013Q3
(In reply to Kadir Topal [:atopal] from comment #3)
> At the end of the edit profile page, add a red button that says "Close
> account and delete all profile information". It should display a warning pop
> up when clicked.
> 
> When the user closes their account, we do the following:
> 
> 1. Rename user to 'user[userID]'
> 2. Change email address to [userID]@example.com
> 3. Delete all profile fields.
> 4. Show user a 'success' page.

Sounds perfect and the red button is what I had in mind! Thanks Kadir!
We are focusing on Open Badges and Persona in 2013.18
Whiteboard: u=user c=account p= s=2013.18 → u=user c=account p= s=2013.19
(In reply to Kadir Topal [:atopal] from comment #3)
> When the user closes their account, we do the following:
> 
> 1. Rename user to 'user[userID]'
> 2. Change email address to [userID]@example.com
> 3. Delete all profile fields.
> 4. Show user a 'success' page.

5. Set is_active to False
6. Remove from all groups (?)
7. Revoke all badges (?)
8. (I am sure there are more things we aren't thinking of yet)
Ricky, when is_active is false, won't the user be deleted after 30 days?

Remove from all groups? Yes
Revoke all badges? I don't know. That's a good question. Madalina, what do you think?

Other than that, yeah, there are probably things we are forgetting. On the other hand, changing the user name should make that less critical, since it can't be traced back to the user anymore.
Flags: needinfo?(mana)
Waiting for answer from Madalina. Maybe Roland could chime in too? In any case, we can't move on for now. Pushing to next sprint.
Flags: needinfo?(rtanglao)
Whiteboard: u=user c=account p= s=2013.19 → u=user c=account p= s=2013.20
if it's not too hard to implement, i don't think we should revoke all badges if the user is deleted. if possible they should retain their open badges as long as they want to.

if it's too hard to implement, then let's discuss at the platform meeting on thursday
I don't think we should revoke badges either it looks like extra work which is not necessary. Since we are changing the username the badges won't be traced back to the user anyway. On the other hand if the user wants to reactivate his account he will have the badges there.
Flags: needinfo?(mana)
(In reply to madalina from comment #10)
> Since we are changing the username the badges won't be
> traced back to the user anyway.

This isn't quite correct. If we don't revoke badge awards, then anyone will still be able to view badge awards for this user on the site and they'll show up in various lists. Further, if/when we implement pushing awards to the backpack, the user will continue to have the awards show up in his/her backpack.


> On the other hand if the user wants to
> reactivate his account he will have the badges there.

This is correct, however this bug is about deactivating and reactivating and if we implement it as stated in comment #3, pretty sure we won't be able to reactivate an account, so I think this is moot.
Q3 is over... => Q4
Target Milestone: 2013Q3 → 2013Q4
pushing to backlog for now.
Whiteboard: u=user c=account p= s=2013.20 → u=user c=account p= s=2013.backlog
i am not sure how to answer this question definitively but i don't think we shouldn't automatically revoke open badges when a sumo user is deactivated
Flags: needinfo?(rtanglao)
Roland, can you clarify? You do think we should automatically revoke open badges, or you don't?
sorry for being unclear. We should NOT automatically revoke open badges.
Thanks, Roland!

We should actually be clearer in the description here. Deactivating and Reactivating means we need to retain at least the email address of the user, which means they'd still get emails from thread responses. I'm pretty sure that's not what people have in mind when they close their account. 

Following comment #5 and #6 there would be no way to reactivate a closed account. Just the same situation as today when admins close an account.

Unless someone objects, I'd then go ahead with comment #5 and #6 except revoking badges. I have to say though, leaving the badges when we remove everything else doesn't make much sense to me.
Summary: Add a way to Deactivate and Reactivate SUMO account → Add a way to Close SUMO account
If deactivation means everything will be deleted and the user won't be able to reactivate his account and the information in it then yes I agree we should also remove badges. I would suggest though to add a message at the time of deletion, something like "all information in your account will be removed and you won't be able to get it back" just to set up expectations.
We could put that information in the suggested pop-up

Button -> "Close account and delete all profile information"

Pop-Up -> 
"Everything except anonymized public posts will be 
deleted and you won't be able to get this account back"
[Cancel] [Close Account]
So if I read this correctly we delete the email address when a user closes the account

That is convenient if a user wishes to re register at a later date, they may use the same email address.
But is a disadvantage if it is a spammer or troll. Adding the inconvenience of having to use a new account may be a small inconvenience for a spammer, but it is another step and may put some of them off trying again.

Not directly related to this bug but what is the position on deactivation ?
Presumably the email address remains in use and may not be used again without an Admin stepping in.
( A related contributors thread https://support.mozilla.org/en-US/forums/contributors/709856 )
I agree with Kadir's idea on how to handle a user closing his/her account. However, reading on comment #5 made by Kadir, when setting an email to [userid]@example.com would that have to be an active e-mail? Or can sumodev just rename it to whatever? Just curious on how that works.

John,
As far as I can read, yes. The e-mail does get deleted(?)

Requesting info from Kadir and Ricky. 

P.S. The amount of users requesting to close their account has slightly increased and could be spared the trouble of waiting for actual deletion if sumodev nails this.
Flags: needinfo?(rrosario)
Flags: needinfo?(a.topal)
(In reply to Moses Bermea [:bermea :mjb] from comment #22)
> I agree with Kadir's idea on how to handle a user closing his/her account.
> However, reading on comment #5 made by Kadir, when setting an email to
> [userid]@example.com would that have to be an active e-mail? Or can sumodev
> just rename it to whatever? Just curious on how that works.

EDIT: Reading on comment #3 not #5
Can this bug be fixed soon or at least added to the next sprint? The current process is time-consuming and complicated for all involved, as illustrated here:  
 
https://support.mozilla.org/en-US/forums/contributors/709884
[attn:admin] Please close my Mozilla Support user account
Just got another close account in Contributors. https://support.mozilla.org/en-US/forums/contributors/709920
Flags: needinfo?(rrosario)
Flags: needinfo?(a.topal)
Don't know why I cleared info...
Readded
Flags: needinfo?(rardila)
Flags: needinfo?(a.topal)
(In reply to Moses Bermea [:bermea :mjb] from comment #22)
> I agree with Kadir's idea on how to handle a user closing his/her account.
> However, reading on comment #5 made by Kadir, when setting an email to
> [userid]@example.com would that have to be an active e-mail? Or can sumodev
> just rename it to whatever? Just curious on how that works.

@example.com is a special domain. There is no content behind it. It's generally used to show an example ;)
Flags: needinfo?(a.topal)
Also, I'm pretty sure you didn't mean to ask Rosana for more info, so I'm removing that.

Madalina, are you okay with my suggestion in comment #20 ?
Flags: needinfo?(rardila) → needinfo?(mana)
Whiteboard: u=user c=account p= s=2013.backlog → u=user c=account p= s=2014.3
Target Milestone: 2013Q4 → 2014Q1
I agree, we should go for it.
Flags: needinfo?(mana)
There is a lot to do for this and we must be careful about it. Setting it to MAXPOINTS.
Whiteboard: u=user c=account p= s=2014.3 → u=user c=account p=3 s=2014.3
I would just like to add in my own comment from the SUMO forums.

I've been browsing through the discussions and I can see that there are a fair number of requests to delete accounts.

Wouldn't it be a good idea to allow users to delete their accounts, via the profile settings?
Wesley,
You should've seen the private Mods forum. Whew..

See comment #3 made by Kadir and also comment #30 by Ricky. This is a thing that devs need to be careful with. We might end up with something undesirable if we rush too quickly on this. However, I've not noticed a request to delete account either in Mods or Contributors in a while.
Assignee: nobody → rdalal
This missed 2014.3 since we forgot to factor in a holiday. Moving to 2014.4
Whiteboard: u=user c=account p=3 s=2014.3 → u=user c=account p=3 s=2014.4
Deployed to prod now.

https://github.com/mozilla/kitsune/commit/693ed18d9bed7cbe0ac7a5b3284800907aaaff07
Status: REOPENED → RESOLVED
Closed: 12 years ago → 10 years ago
Resolution: --- → FIXED
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