Duplicate users created by re-CC-ing existing users

markbear

Heya everyone,

I have an issue where a user keeps on CCing the same people every time they reply to the support mailbox. osTicket creates a new user and adds them as a collaborator to the ticket. It does this regardless if the user is already a collaborator... I end up with the same users created multiple times.

It creates the same user with the same email address and name, exact duplicates (except for their internal integer ID of course), and adds them as a collaborator.

Is this known behaviour? It would seem to be that the first thing osTicket should do is check to see if they are already a user, and then secondly of they are already a collaborator?

Anyone have a suggestion how best to deal with this? (And yes, I've asked them not to do it, but you know... users...) I can also see other people doing this again in the future.

Many thanks for your thoughts,
Mark.

markbear

KevinTheJedi

markbear

No not known behavior. We do lookups to see if the email already exists and if so we use that account rather than creating a new one. Sounds like either your codebase is not right or the lookup is failing somehow. Either way you’ll need to do some debugging as this is not default behavior.

Cheers.

KevinTheJedi

markbear

I see now you are using PHP 8.2 which is an RC and not official. It’s not supported at this time so maybe this is the cause. Go back to PHP 8.1 and retest.

Cheers.

markbear

Thanks for the info. I shall clone the machine and take its clone back to 8.1 and see what happens.

Thanks for the help.
Mark.

markbear

I have noticed that it only happens on the three tickets I manually created as an agent. I added the collaborators manually too. Tickets which are created by sending an email to in the support mailbox with CCed collaborators works as expected.

My gut feeling is that for some reason the lookup to check to see if a user already exists is not matching my manually entered users. I did check that the emails were exactly the same in the interface (and they were), but perhaps there is something different in the database. I shall have a look.