Dear Zammad Community,
I’m referring to the following, sadly already closed, Ticket:
- What is your original issue/pain point you want to solve?
The exact same issue like on the ticket mentioned above also comes up at our installation quite often, as people join with a different mail address early, then get one from our company and if they leave again will get another mail or use a private one for some time.
we have an account on the mail server bob@here.com, but we don’t have bob@here.com in freeipa.
zammad creates accounts when it sees an email address, so it sees the address bob@here.com and creates an account.
6 months later we create a user on freeipa for bob@here.com
zammad sees the new user the next ldap sync run and tries to create an account but it can’t as there’s already an account with the email bob@here.com
- Which are one or two concrete situations where this problem hurts the most?
I guess in most companys those things happen. It is very uncomfortable to find those issues and then move the tickets around manually. You would have to:
- locate both users
- rename the unwanted user (that was created by zammad by sending mail to it) to Bob (old) and change the address to bob@here.com.invalid
- move all the single tickets of Bob (old) to new user Bob synced by LDAP integration
- let the LDAP integration run to update the new users Bob mailaddress
In bigger environments this is really annoying and time consuming.
-
Why is it not solvable with the Zammad standard?
The function to merge users is missing completely. We have not found a way to automate those issues in a safe way. -
What is your expectation/what do you want to achieve?
I request a feature that lets us decide what zammad should do in this situation:
- throw error somewhere we can see / monitor
- merge the existing user with mail bob@here.com to the synced user from ldap integration
- do nothing / create new user
Or at least a function to merge users, that lets us decide which information we want to keep - the one from the LDAP integration or the one that zammad set up on first contact. Maybe you can also set this up in a way that it can be used with the API.
My Zammad environment:
- Zammad 6.0.0-1692176490.0e2399eb.bullseye on Debian 11 (bullseye)
- Average concurrent agent count: 5
- Average tickets a day: 25