Second user with same email address

Infos:

  • Used Zammad version: 6.1.0-1699735608.4747590e.bionic
  • Used Zammad installation type: package
  • Operating system: Ubuntu Bionic
  • Browser + version: Any

I was under the impression that this was not supposed to be even possible but somehow, our system ended up with creating a new user for an email address that was already assigned to another user (customer). Now, all tickets created by that email address are assigned to the new user object instead of the existing one.

I moved all tickets from this new user object to the exising one with the goal of deleting the redundant user. But when trying to do so, it informed me it would delete all tickets that are actually attached to the other user object. Clearly, there is some sort of linking happening in the background.

What can I do to get rid of this second user object and make sure that new tickets are assigned correctly to the existing user?

Can you check what kind of login both users have?

And also what is the current value of the skip_ensure_uniq_email?