Users from LDAP: change email of user

[gurbs]

Hello,

recently I face a problem which is rare to meet so I can't find around any solution.

We used to auth OTRS against LDAP database and it works fine for years. All LDAP users have emails on the same domain, and login into OTRS with login (no domain).

Some weeks ago we decided to change emails for some users by simply change the domain (so user1@domain.com become user1@newdomain.com, localpart is the same, domain is changed to new one). This simple change not touched the OTRS process (the email's localpart is the same and thsi is the OTRS login - it stays the same), but now the email stored for this user in OTRS is the old one, and OTRS won't udate it from LDAP.

When user send message to OTRS mailbox so new ticket is created the message is linked to the user, but for these 'change-my-email' users it won't work now as they send messages from their new addresses and OTRS try to identify them with the old emails.

I checked the OTRS user's properties but the email field is greyed out and not editable.

How can I change the LDAP user email in OTRS to new one?

Thank you in advance!