Notification "User already exist", but user cannot be found

  • Zammad version 5.2.x
  • Used Zammad installation type: package
  • Operating system: Ubuntu 18.04
  • Browser + version: Firefox 113.0.2 (64 bit)

Expected behavior:

I try to add a user, but when I click submit I receive an error:

When I search the users emailaddress I can see the person is cc’ed in multiple tickets but there’s no user:

Since I’m unable to find the apparently already created user with this emailaddress, I’m stuck in a loophole.

How can I find the user that already should exist

You could use the API to list the info from whatever user has the email address, by using a URL like this one in your browser:

That being said, does the user show up when you search for their email in the users section of the admin settings?

Thanks for your reply.
I tried the API:

Also tried to locate the user via admin settings:

No results unfortunately

Try changing the word email to login in the API query.

Thanks for the addition. Unfortunately same result (as in no result)

2 things.

Current stable release is Zammad 5.4.1 You’re prune to security advisories and bug fixes.
You should update asap.

This indicates that your search index is at least partly non functional. Reindexing should help on that part.

Going to the user management (admin interface) and search for the mail address there should however always return results. Try that. The address must be given, either as login or email already.

If I search the admin user management this is the result:

The emailaddress was used as cc in several mail conversations, but is not found as a user.

Could you please tell me how to reindex?

This is not the user management interface.

Thanks! The rebuid of Elastic search solved the issue.

Don’t forget to update :slight_smile:

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