Infos:
Hi,
I’m using an automated flow through n8n to import users from Entra ID and create them in Zammad. If a user is no longer present in Entra ID, the flow disables them in Zammad. However, the issue I’m facing is with users who have multiple email aliases associated with their account.
For example, let’s say an account is created in Zammad with the email user@example.com. If the same user (even by mistake) sends an email from another alias like user@example2.com, Zammad creates a new user instead of associating it with the existing one.
I’ve found in the forum that this behavior cannot be disabled directly, but I’d like to know if there are other ways to handle this issue, ideally without using n8n to pre-process the emails.
My current workaround is to have emails go through n8n before reaching Zammad to verify and map the aliases properly.
However, I’d like to know if there are any other solutions or best practices I could adopt to handle this problem more efficiently.
- Used Zammad version: 6.4.1
- Used Zammad installation type: k8s, helm
- Operating system: Debian 12
- Browser + version: Vivaldi 7.1.3570.48
Expected behavior:
When a user has multiple email aliases (e.g., user@example.com, user@example2.com), Zammad should recognize all aliases as belonging to the same user. If an email from an alias (e.g., user@example2.com) is received, it should be associated with the existing user account (e.g., user@example.com) rather than creating a new user.
Actual behavior:
When an email is received from an alias (e.g., user@example2.com), Zammad creates a new user instead of associating it with the existing user account.
Steps to reproduce the behavior:
- Create a user in Zammad with an email address, for example,
user@example.com. - Have the same user send an email from an alias (e.g.,
user@example2.com). - Observe that Zammad creates a new user for
user@example2.cominstead of associating the email with the existinguser@example.com.