Contact autopopulation without email?

[shaitand]

We have a lot of contacts coming up in the To: and CC: selection list that have no email address attached. Many of them are OTRS agents with email addresses attached to their agent logins. If you select one of these then you can't submit an empty answer it hangs and causes errors in the logs.

[shaitand]

Nobody has ideas? How do these entries without an email get there and is there a way to clear this cache? The cache delete script in bin doesn't seem to do it.

[crythias]

We have a lot of contacts coming up in the To: and CC: selection list that have no email address attached

This is either a browser issue (press delete on a highlighted bad entry) or a problem with your customer database.

[shaitand]

The same entries come up without emails on clients in our Chicago office as come up at my own system here or my home system and with different browsers. These suggestions aren't pulled from browser cache (or not only from there) they are being pulled via ajax in a manner similar to Google instant search suggestions. I get suggestions for users I don't even know.

These are internal agents, not customers. I can't find any sign of corruption or problems with the entries in question they all have the same structure as entries that populate correct and the email addresses are there. For example, my own entry has this issue. If I begin typing my email address mfr it will then suggest a correct entry for me something like (from memory exact format might be a little different) "Michael Fread Nexum, Inc <mfread@nexuminc.com>". If instead I begin typing Michael Fread it suggests something like "Michael Fread Nexum Nexum, Inc" and selecting that entry will result in an AJAX communications error or 500 series error depending on browser (actually shows a wait timeout in apache error_log).

[crythias]

It's not a cache issue. it's an issue with your query method for agents.

[shaitand]

What does that mean exactly? This is something OTRS does. I didn't set it up.

[crythias]

This is something OTRS does. I didn't set it up.

Config.pm has the configuration for the source of your Agents and Customers. If not there, then the Defaults.pm kicks in.

Where do you think your agent and customer list comes from? Database or LDAP?

[shaitand]

Database.

The OTRS database connection information is set with DatabaseHost, DatabaseUser, DatabasePw and DSN $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

There is a custom authentication module for agents and customers and there is an external database set for CustomerUser with field lists and mappings.

[crythias]

There is a custom authentication module for agents and customers and there is an external database set for CustomerUser with field lists and mappings.

Then this is not OTRS doing things on its own. It's reporting what the customer module reports.

[shaitand]

So the problem is somewhere in this piece? external database set for CustomerUser with field lists and mappings?

Now that you point it out Kernel::System::CustomerUser::DB::CustomerIDs line 382 is referenced in the Traceback in the logs. Maybe something has changed in the table structure.

Thank you for pointing me in the right direction.