Aside from this problem, the system seems to operate normally:
- It is possible to use the search box to locate the Customer, if you know the firstname/lastname/userid.
- I can proceed to edit this Customer's record (eg I can change the theme) successfully.
- The user reports she is able to use the account.
- I can create an email ticket in her name & the autofill in the "To:" field works fine.
- If I try to re-enter the userid, the System Log will say "User already exists 'tlindqui'!".
We've been in Production with OTRS for about a month, and had manually entered our 250+ users without seeing this problem.
About our OTRS installation:
Version: OTRS Version 3.0.9-01 (subsequently updated to 3.0.10, didn't help)
Platform: Red Hat V5 with all the latest patches (Successfully replicated the problem by copying Prod DB to CentOS5-with-latest-patches Test machine)
Database: MySQL, RPM version is mysql-server-5.0.77-4.el5_6.6
Customer Authen: Customer entries reside in the local MySQL database; Customer authentication from AD/LDAP.
Troubleshooting:
- Knowing that users cannot be removed once entered, I was loathe to enter more userids just for testing. Instead, I copied the database out of our Prod system & onto a Test machine, where the problem was clearly replicated. Adding a new userid in the Test environment demonstrated that the problem was repeatable - all new users are not displayed!
- Side-by-side comparison of an existing userid that IS displayed, with the one that is not displayed, reveals no differences. There are no special characters in the fields, no prefix-or-suffix spaces.
- I validated that the Active Directory/LDAP userid correctly matches the userid I entered (and to repeat - this Customer can login).
- I punched up Admin, Customer Management, Customer<->Group (AdminCustomerUserGroup) where again, this userid is not in the list.
- Yes, I can use the search button to find it.
- When I find it, she belongs to the Customer Default Groups (user, faq) which I can't change, and she does NOT belong to any optional groups (typical of our other Customers).
- I get a little hint here, back on the Overview panel, the title of the table is "Customers (>200)". Perhaps there is a limit on the number of customers that will be displayed?
- Finally, I searched the SysConfig for AdminCustomerUser entries & found AdminCustomerUser::RunInitialWildcardSearch - it's set to "Yes", which is the default
Has anyone else seen this problem, or suggest how I can display all customers in the GUI?
