this problem always makes my head spin - I can say for sure that I don’t have a second user in AD using the same mail address.
here again the exact procedure to trigger the problem.
we create user A in AD with private mail. zammad syncs and creates a local user, with the mapping as above, based on data from AD:
- username → user A (samaccountname)
- private mail → mail
…
no problems so far.
now user A gets his official e-mail of the company, which we add in the AD - sometimes we are not “fast enough”. with these changes problems can occur as follows - but only in case B:
Case A:
- user A gets his company mail
- replace the private mail in the AD with company mail
- zammad syncs first
- after sync: user A sends a mail to zammad ticket system → zammad finds the user and maps the ticket accordingly
no problem here either. zammad can sync this and everything fits.
Case B:
- user A gets his company mail
- we have not yet updated the mail in AD
- user A sends a mail to zammad ticket system → zammad creates a new user with company mail (username: mail; mail: sender address)
- we replace the private mail in the AD with company mail
- sync problems, because there are already users with the address in zammad.
→ errors are logged 