Restore removed user

timgowen

A person who left the organisation and was removed as an agent from OSticket has rejoined. I was able to use the same Active Directory account but I cannot recreate the agent in OSticket because the user still exists. I can find them in the database but at the moment I can't work out which table contains the activation. My version is 1.17.5.

Is there an easy way to re-enable the user or delete it and let an LDAP update happen

KevinTheJedi

timgowen

Staff are housed in the _staff table not the _user table. Look in the _staff table for the appropriate record. If not there they were deleted and deletions are permanent (unless you have a backup).

Cheers.

timgowen

My problem is that I can't recreate the Agent in OSTicket because the name is in use. I don't really want to delete the database line that contains the user...

KevinTheJedi

timgowen

Okay, then that means either there is an existing Agent in the Agent listing with that email address or maybe you have a system email with the same address.

Cheers.

timgowen

She has raised tickets as a user which is the only reference I can find in the database, as I removed the line from the database above. I am searching through MySQL on the e-mail address.

KevinTheJedi

timgowen

An Agent can also have a User account with the same email so that wouldn't affect anything. In your scenario if you are trying to add a new agent but it's giving you an error that the email is in use then you already have an agent with the same email (Admin Panel > Agents > Agents) OR you have a system email with their address (Admin Panel > Emails > Emails).

Cheers.

timgowen

KevinTheJedi Yes but I definitely don't have a system e-mail with that address and if it's in an Agent e-mail I can't find it. If I create an SMTP address with something like a middle initial in the address will this get around the problem?
I guess the other option is to create a non-LDAP user.
Tim

KevinTheJedi

timgowen

Let’s take a step back and start over. Post exact steps on how to replicate the issue and please post a screenshot of the error. This way I can ensure I’m on the same page as you as you keep saying “user” but I think you are talking about an “agent”.

Cheers.

timgowen

Ok I go to Admin Panel/Agents/Agents...
Add a New Agent

There's Unable to add this agent and the reference to the question mark next to Username.

And I have not been able to find that name in any agents that we have set up.

KevinTheJedi

timgowen

LOL I'm so glad I made us start over from the beginning as this is nothing like what you were describing initially. You are not looking at this correctly. The question marks are simply Help Tips and provide additional information on that specific field. If you look at the top of your page when you get the error the tab that's red is actually the Access tab. This means you are not setting a Primary Department and Role for the Agent. When creating an Agent you HAVE to set a Primary Department and Role for the Agent. Once you do this you should be good to go.

Cheers.

timgowen

Thank you! I completely missed that coloured tab...