Problem with 1 LDAP user can't login.

[cogitat]

So far it seems to be isolated to one user. This user can't login using normal ldap credentials. Mail is working and workstation login is working. Anybody have any ideas at all where I could start looking?

Version is 3.00.90

[sureshkumar.mr]

Whenever users sends an email to support, user account is created in table "swusers" .
This happens when we enable email queue. The email id is updated in "swuseremails" table.

If the same user tries to login to eSupport or SupportSuite the login fails with message "Invalid Username or Password"

There are two ways to solve this problem:
1. Execute the below SQL commands. This you need to do regularly until they fix this problem.

delete from swuseremails where userid in (select userid from swusers where loginapi_userid='0');
delete from swusers where loginapi_userid='0';
commit;

or

2. Open "swusers" table, select a record, find the full name, if you know the login id for that name, then update the same in "loginapi_userid" column. Then try to login, it will work.

[cogitat]

Thanks I found the problem based on the above information. We had a few users that were not logging in before creating a ticket, therefore an account would be created for them and a password sent out in an email. This would cause a conflict the next time they tried to login using the created account or their LDAP account.

I deleted that user from the Staff Cp and once the re-logged in with the LDAP credentials the tables were recreated and tickets were reassociated with the account.