feat!: remove "Create Zendesk Tickets for suspicious attempts" setting from Proctored Exam Settings (#2517)

BREAKING CHANGE: This PR removes the deprecated “Create Zendesk Tickets for suspicious attempts”
setting from the Proctored Exam Settings modal in the frontend-app-authoring
MFE. This option was previously used with PSI and Zendesk to generate support
tickets for suspicious exam attempts. Since both systems are retired, the
setting no longer serves a purpose and has been fully removed.

Part of: https://github.com/openedx/edx-platform/issues/36329

README.rst

@@ -175,10 +175,6 @@ Feature: New Proctoring Exams View
 Requirements
 ------------
 
-* ``edx-platform`` Django settings:
-
-  * ``ZENDESK_*``: necessary if automatic ZenDesk ticket creation is desired
-
 * `edx-exams <https://github.com/edx/edx-exams>`_: for this feature to work, the ``edx-exams`` IDA must be deployed and its API accessible by the browser
 
 Configuration
@@ -196,7 +192,6 @@ In Studio, a new item ("Proctored Exam Settings") is added to "Other Course Sett
 * Enable proctored exams for the course
 * Allow opting out of proctored exams
 * Select a proctoring provider
-* Enable automatic creation of Zendesk tickets for "suspicious" proctored exam attempts
 
 Feature: Advanced Settings
 ==========================

plugins/course-apps/proctoring/Settings.jsx

@@ -33,7 +33,6 @@ const ProctoringSettings = ({ onClose }) => {
     proctoringProvider: false,
     escalationEmail: '',
     allowOptingOut: false,
-    createZendeskTickets: false,
   };
   const [formValues, setFormValues] = useState(initialFormValues);
   const [loading, setLoading] = useState(true);
@@ -80,12 +79,11 @@ const ProctoringSettings = ({ onClose }) => {
     const value = target.type === 'checkbox' ? target.checked : target.value;
     const { name } = target;
 
-    if (['allowOptingOut', 'createZendeskTickets'].includes(name)) {
+    if (['allowOptingOut'].includes(name)) {
       // Form.Radio expects string values, so convert back to a boolean here
       setFormValues({ ...formValues, [name]: value === 'true' });
     } else if (name === 'proctoringProvider') {
       const newFormValues = { ...formValues, proctoringProvider: value };
-
       if (requiresEscalationEmailProviders.includes(value)) {
         setFormValues({ ...newFormValues });
         setShowEscalationEmail(true);
@@ -115,7 +113,6 @@ const ProctoringSettings = ({ onClose }) => {
         enable_proctored_exams: formValues.enableProctoredExams,
         // lti providers are managed outside edx-platform, lti_external indicates this
         proctoring_provider: isLtiProviderSelected ? 'lti_external' : selectedProvider,
-        create_zendesk_tickets: formValues.createZendeskTickets,
       },
     };
     if (isEdxStaff) {
@@ -386,29 +383,6 @@ const ProctoringSettings = ({ onClose }) => {
             </Form.Group>
           </fieldset>
         )}
-
-        {/* CREATE ZENDESK TICKETS */}
-        { isEdxStaff && formValues.enableProctoredExams && !isLtiProviderSelected && (
-          <fieldset aria-describedby="createZendeskTicketsText">
-            <Form.Group controlId="formCreateZendeskTickets">
-              <Form.Label as="legend" className="font-weight-bold">
-                {intl.formatMessage(messages['authoring.proctoring.createzendesk.label'])}
-              </Form.Label>
-              <Form.RadioSet
-                name="createZendeskTickets"
-                value={formValues.createZendeskTickets.toString()}
-                onChange={handleChange}
-              >
-                <Form.Radio value="true" data-testid="createZendeskTicketsYes">
-                  {intl.formatMessage(messages['authoring.proctoring.yes'])}
-                </Form.Radio>
-                <Form.Radio value="false" data-testid="createZendeskTicketsNo">
-                  {intl.formatMessage(messages['authoring.proctoring.no'])}
-                </Form.Radio>
-              </Form.RadioSet>
-            </Form.Group>
-          </fieldset>
-        )}
       </>
     );
   }
@@ -571,7 +545,6 @@ const ProctoringSettings = ({ onClose }) => {
             proctoringProvider: selectedProvider,
             enableProctoredExams: proctoredExamSettings.enable_proctored_exams,
             allowOptingOut: proctoredExamSettings.allow_proctoring_opt_out,
-            createZendeskTickets: proctoredExamSettings.create_zendesk_tickets,
             // The backend API may return null for the proctoringEscalationEmail value, which is the default.
             // In order to keep our email input component controlled, we use the empty string as the default
             // and perform this conversion during GETs and POSTs.

plugins/course-apps/proctoring/Settings.test.jsx

@@ -78,7 +78,6 @@ describe('ProctoredExamSettings', () => {
         allow_proctoring_opt_out: false,
         proctoring_provider: 'mockproc',
         proctoring_escalation_email: 'test@example.com',
-        create_zendesk_tickets: true,
       },
       available_proctoring_providers: ['software_secure', 'mockproc', 'lti_external'],
       requires_escalation_email_providers: ['test_lti'],
@@ -95,36 +94,6 @@ describe('ProctoredExamSettings', () => {
       await act(async () => render(renderComponent(<ProctoredExamSettings {...defaultProps} />)));
     });
 
-    it('Updates Zendesk ticket field if software_secure is provider', async () => {
-      await waitFor(() => {
-        screen.getByDisplayValue('mockproc');
-      });
-      const selectElement = screen.getByDisplayValue('mockproc');
-      fireEvent.change(selectElement, { target: { value: 'software_secure' } });
-      const zendeskTicketInput = screen.getByTestId('createZendeskTicketsYes');
-      expect(zendeskTicketInput.checked).toEqual(true);
-    });
-
-    it('Updates Zendesk ticket field if software_secure is provider', async () => {
-      await waitFor(() => {
-        screen.getByDisplayValue('mockproc');
-      });
-      const selectElement = screen.getByDisplayValue('mockproc');
-      fireEvent.change(selectElement, { target: { value: 'software_secure' } });
-      const zendeskTicketInput = screen.getByTestId('createZendeskTicketsYes');
-      expect(zendeskTicketInput.checked).toEqual(true);
-    });
-
-    it('Does not update zendesk ticket field for any other provider', async () => {
-      await waitFor(() => {
-        screen.getByDisplayValue('mockproc');
-      });
-      const selectElement = screen.getByDisplayValue('mockproc');
-      fireEvent.change(selectElement, { target: { value: 'mockproc' } });
-      const zendeskTicketInput = screen.getByTestId('createZendeskTicketsYes');
-      expect(zendeskTicketInput.checked).toEqual(true);
-    });
-
     it('Hides all other fields when enabledProctorExam is false when first loaded', async () => {
       cleanup();
       // Overrides the handler defined in beforeEach.
@@ -136,7 +105,6 @@ describe('ProctoredExamSettings', () => {
           allow_proctoring_opt_out: false,
           proctoring_provider: 'mockproc',
           proctoring_escalation_email: 'test@example.com',
-          create_zendesk_tickets: true,
         },
         available_proctoring_providers: ['software_secure', 'mockproc'],
         requires_escalation_email_providers: [],
@@ -152,8 +120,6 @@ describe('ProctoredExamSettings', () => {
       expect(screen.queryByText('Allow Opting Out of Proctored Exams')).toBeNull();
       expect(screen.queryByDisplayValue('mockproc')).toBeNull();
       expect(screen.queryByTestId('escalationEmail')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsYes')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsNo')).toBeNull();
     });
 
     it('Hides all other fields when enableProctoredExams toggled to false', async () => {
@@ -163,8 +129,6 @@ describe('ProctoredExamSettings', () => {
       expect(screen.queryByText('Allow opting out of proctored exams')).toBeDefined();
       expect(screen.queryByDisplayValue('mockproc')).toBeDefined();
       expect(screen.queryByTestId('escalationEmail')).toBeDefined();
-      expect(screen.queryByTestId('createZendeskTicketsYes')).toBeDefined();
-      expect(screen.queryByTestId('createZendeskTicketsNo')).toBeDefined();
 
       let enabledProctoredExamCheck = screen.getAllByLabelText('Proctored exams', { exact: false })[0];
       expect(enabledProctoredExamCheck.checked).toEqual(true);
@@ -174,8 +138,6 @@ describe('ProctoredExamSettings', () => {
       expect(screen.queryByText('Allow opting out of proctored exams')).toBeNull();
       expect(screen.queryByDisplayValue('mockproc')).toBeNull();
       expect(screen.queryByTestId('escalationEmail')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsYes')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsNo')).toBeNull();
     });
 
     it('Hides unsupported fields when lti provider is selected', async () => {
@@ -185,8 +147,6 @@ describe('ProctoredExamSettings', () => {
       const selectElement = screen.getByDisplayValue('mockproc');
       fireEvent.change(selectElement, { target: { value: 'test_lti' } });
       expect(screen.queryByTestId('allowOptingOutRadio')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsYes')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsNo')).toBeNull();
     });
   });
 
@@ -202,7 +162,6 @@ describe('ProctoredExamSettings', () => {
           allow_proctoring_opt_out: false,
           proctoring_provider: 'lti_external',
           proctoring_escalation_email: 'test@example.com',
-          create_zendesk_tickets: true,
         },
         available_proctoring_providers: ['software_secure', 'mockproc', 'lti_external'],
         requires_escalation_email_providers: ['test_lti'],
@@ -382,7 +341,6 @@ describe('ProctoredExamSettings', () => {
         allow_proctoring_opt_out: false,
         proctoring_provider: 'mockproc',
         proctoring_escalation_email: 'test@example.com',
-        create_zendesk_tickets: true,
       },
       available_proctoring_providers: ['software_secure', 'mockproc'],
       requires_escalation_email_providers: [],
@@ -395,7 +353,6 @@ describe('ProctoredExamSettings', () => {
         allow_proctoring_opt_out: false,
         proctoring_provider: 'mockproc',
         proctoring_escalation_email: 'test@example.com',
-        create_zendesk_tickets: true,
       },
       available_proctoring_providers: ['software_secure', 'mockproc'],
       requires_escalation_email_providers: [],
@@ -529,18 +486,16 @@ describe('ProctoredExamSettings', () => {
   });
 
   describe('Toggles field visibility based on user permissions', () => {
-    it('Hides opting out and zendesk tickets for non edX staff', async () => {
+    it('Hides opting out for non edX staff', async () => {
       setupApp(false);
       await act(async () => render(renderComponent(<ProctoredExamSettings {...defaultProps} />)));
       expect(screen.queryByTestId('allowOptingOutYes')).toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsYes')).toBeNull();
     });
 
-    it('Shows opting out and zendesk tickets for edX staff', async () => {
+    it('Shows opting out for edX staff', async () => {
       setupApp(true);
       await act(async () => render(renderComponent(<ProctoredExamSettings {...defaultProps} />)));
       expect(screen.queryByTestId('allowOptingOutYes')).not.toBeNull();
-      expect(screen.queryByTestId('createZendeskTicketsYes')).not.toBeNull();
     });
   });
 
@@ -618,7 +573,6 @@ describe('ProctoredExamSettings', () => {
           allow_proctoring_opt_out: false,
           proctoring_provider: 'mockproc',
           proctoring_escalation_email: 'test@example.com',
-          create_zendesk_tickets: true,
         },
         available_proctoring_providers: ['software_secure', 'mockproc', 'lti_external'],
         requires_escalation_email_providers: ['test_lti'],
@@ -642,7 +596,6 @@ describe('ProctoredExamSettings', () => {
           allow_proctoring_opt_out: false,
           proctoring_provider: 'lti_external',
           proctoring_escalation_email: 'test_lti@example.com',
-          create_zendesk_tickets: true,
         },
       });
       expect(axiosMock.history.patch.length).toBe(1);
@@ -674,7 +627,6 @@ describe('ProctoredExamSettings', () => {
           enable_proctored_exams: true,
           allow_proctoring_opt_out: false,
           proctoring_provider: 'mockproc',
-          create_zendesk_tickets: true,
         },
       });
 
@@ -716,7 +668,6 @@ describe('ProctoredExamSettings', () => {
           allow_proctoring_opt_out: false,
           proctoring_provider: 'lti_external',
           proctoring_escalation_email: 'test_lti@example.com',
-          create_zendesk_tickets: true,
         },
       });
 
@@ -746,7 +697,6 @@ describe('ProctoredExamSettings', () => {
           enable_proctored_exams: true,
           allow_proctoring_opt_out: false,
           proctoring_provider: 'mockproc',
-          create_zendesk_tickets: true,
         },
       });
 
@@ -768,7 +718,6 @@ describe('ProctoredExamSettings', () => {
           allow_proctoring_opt_out: false,
           proctoring_provider: 'mockproc',
           proctoring_escalation_email: 'test@example.com',
-          create_zendesk_tickets: true,
         },
         available_proctoring_providers: ['software_secure', 'mockproc'],
         requires_escalation_email_providers: [],
@@ -787,7 +736,6 @@ describe('ProctoredExamSettings', () => {
           enable_proctored_exams: true,
           allow_proctoring_opt_out: false,
           proctoring_provider: 'mockproc',
-          create_zendesk_tickets: true,
         },
       });
 
@@ -887,26 +835,5 @@ describe('ProctoredExamSettings', () => {
         expect(document.activeElement).toEqual(successAlert);
       });
     });
-
-    it('Include Zendesk ticket in post request if user is not an admin', async () => {
-      // use non-admin user for test
-      const isAdmin = false;
-      setupApp(isAdmin);
-
-      await act(async () => render(renderComponent(<ProctoredExamSettings {...defaultProps} />)));
-      // Make a change to the proctoring provider
-      const selectElement = screen.getByDisplayValue('mockproc');
-      fireEvent.change(selectElement, { target: { value: 'software_secure' } });
-      const submitButton = screen.getByTestId('submissionButton');
-      fireEvent.click(submitButton);
-      expect(axiosMock.history.post.length).toBe(1);
-      expect(JSON.parse(axiosMock.history.post[0].data)).toEqual({
-        proctored_exam_settings: {
-          enable_proctored_exams: true,
-          proctoring_provider: 'software_secure',
-          create_zendesk_tickets: true,
-        },
-      });
-    });
   });
 });

plugins/course-apps/proctoring/messages.js

@@ -81,11 +81,6 @@ const messages = defineMessages({
     defaultMessage: 'Allow learners to opt out of proctoring on proctored exams',
     description: 'Label for radio selection allowing proctored exam opt out',
   },
-  'authoring.proctoring.createzendesk.label': {
-    id: 'authoring.proctoring.createzendesk.label',
-    defaultMessage: 'Create Zendesk tickets for suspicious attempts',
-    description: 'Label for Zendesk ticket creation radio select.',
-  },
   'authoring.proctoring.error.single': {
     id: 'authoring.proctoring.error.single',
     defaultMessage: 'There is 1 error in this form.',

src/course-outline/__mocks__/courseOutlineIndex.js

@@ -62,7 +62,6 @@ module.exports = {
     highlightsPreviewOnly: false,
     highlightsDocUrl: 'https://docs.openedx.org/en/latest/educators/how-tos/course_development/manage_course_highlight_emails.html',
     enableProctoredExams: true,
-    createZendeskTickets: true,
     enableTimedExams: true,
     childInfo: {
       category: 'chapter',

src/course-unit/__mocks__/courseSectionVertical.js

@@ -1405,7 +1405,6 @@ module.exports = {
           highlights_preview_only: false,
           highlights_doc_url: 'https://docs.openedx.org/en/latest/educators/how-tos/course_development/manage_course_highlight_emails.html',
           enable_proctored_exams: false,
-          create_zendesk_tickets: true,
           enable_timed_exams: true,
           ancestor_has_staff_lock: false,
           user_partition_info: {