New ticket - Side bar shows info of customer 1 if not found

[dolfiz]

Hi all,

we are trying to change a weird default behaviour of OTRS without success.

In our scenario customers does not access OTRS. The backend is the internal OTRS customer_user table with some additional fields. We have set login and customerID with the value of the PK of the source table the records are coming from. This to let both fields be unique. Of course, they now contain numerical value from 1 to n.

Let's suppose that, during a ticket creation, an agent searches a customer that does not exist yet, for example using an email address that does not exist on table CUSTOMER_USER. Then OTRS correctly shows the email address in the "Customer user" field but, in the right-side panel it begin to show details about the customer user having login = 1. Why? That happens not because he is the first customer: if I remove the customer having login = 1, then it correctly does not show customer info.

Others experienced this weird behaviour? Is there something that could be edited to change it?

Thank you,
Luca

A screenshot:

customer_1_screenshot.png

[crythias]

Historically, you've asked to ignore CustomerID, and your image sets CustomerID to 1 so, it's a bit tough to troubleshoot "default" behaviour of OTRS in your situation.

[dolfiz]

I don't think that CustomerID matters this time. OTRS shows info about the customer having LOGIN = 1, then shows its CustomerID that could be anything (see next screenshot where I changed db record and set customerID=micky mouse). It's just a coincidence that it was the same value. The strange thing is that if no match is found, than side panel shows details about customer having login = 1.

And, again, after the creation is everything correct: OTRS does not effectively associate the ticket to the customer having login = 1, it just showed his info without a reason. If I remove the only one record having login = 1, then it does not show details, as it's expected to do due to the absence of the searched customer in the table, and everything works perfectly.

customer_1_screenshot_2.png

[dolfiz]

A last screenshot to show that if I change the login from 1 to another value (in this case I set 2; there is no customer with login = 1 in db now) the problem vanishes. Strange, isn't it?

So, it seems it does not take the first, the smallest or whatever... it takes the one with login = 1, if it exists, otherwise nothing.

customer_1_screenshot_3.png

[crythias]

If you feel it's important, please submit a bug report.

[dolfiz]

If you feel it's important, please submit a bug report.

Done http://bugs.otrs.org/show_bug.cgi?id=10222

Thank you