How do I allow agents to see customers in the New Ticket dialogue?

Technical assistance
1

Infos:

  • Used Zammad version: 6.4.1-1741933941.0923b150.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04 LTS
  • Browser + version: Chrome 134.0.6998.178 (Official Build) (64-bit)

Expected behavior:

  • Agents and customers are synced via AD groups. When creating a ticket in the New Ticket dialogue, there is a drop down menu for customers.

Actual behavior:

  • When lodging a ticket, agents can’t select a customer from the drop down menu, they can only create a new customer, which they don’t have permission to do. None of the synced customers appear in the list (including the agent themselves, if they are also synced as a customer).

Steps to reproduce the behavior:

  • Create an AD integration and sync a group to a role- synced users for the customer role do not appear in the dropdown for agents creating a ticket
2

Hi @Bleakly28timber. Is your search index up-to-date?

3

It appears to be, I’ve just run

zammad run rake zammad:searchindex:rebuild

I’ve noticed also that the Organisation field is getting set on customers synced from AD. I have domain based assignment set to on for the Organisation, and the domain set to the local domain of AD.

I feel like I’ve missed a step in the installation, my test instance is running fine.