LDAP user unable to login


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  • Used Zammad version: 2.9.x
  • Used Zammad installation source: (source, package, …) RPM
  • Operating system: CentOS 7

I have a user who was originally a “customer” who has since become an agent. I have added her to our relevant security group in Active Directory and run a sync with Zammad (LDAP Roles are set). This one user is not pulled through as an agent, if I make her active manually and assign permissions, she still cannot log in. Unlike the rest of the agents whose user record “email” field has the SAM Account Name pulled through, she has her full emaill address.

Any ideas whats caused this and how I can fix it? Obviously there is no way to delete her user account cleanly (she has submitted tickets in the past) and have Zammad not behave unpredictably. Any input would be greatly appreciated as she currently cannot work on tickets as a result of this issue.


No idea yet. Zammad should at least tell something like “N users skipped”.
Ther logfile might give you hints on this.

Please also note that that a ldap sync will reset those options if the account is manually touched.
My guess here is that she has another account in Zammad, as the LDAP account might differ and the sync might not be able to recognize that the existing account for whatever reason.

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