Update Notes

- Upgraded to Zammad 7.0.1: https://zammad.com/en/product/releases.

- The user authentication protocol in the BW Support Portal has been changed from SAML to Open-ID Connect. A notification to each user of the portal after a first login via a new protocol is expected. 

- updated to Zammad 6.5. See release notes at https://zammad.com/en/releases/6-5

- implemented automatic reminders to customers if tickets in the "Waiting for reply" state have no activity for a week.

- implemented notifications to customers and agents about the automatic closing of tickets in the "Waiting for reply" state, which are now closed automatically 3 weeks after the first reminder to the customer.

- changed the subject of email notification for agents: ticket number and group name now stay in front to avoid truncation due to a long ticket subject

- increased the maximum length of the ticket subject displayed in email notifications to 256.

- added the customer's email address to the notifications for agents. 

Added short guide for supporters: https://bw-support.scc.kit.edu/#knowledge_base/1/locale/en-gb/answer/43