users with the same name

[João Felipe Miranda Bonifácio]

I have a problem that whenever a user with a duplicate name tries to open a ticket, even when selecting the correct user, the ticket is opened with the first user on the list.For example, there are 4 people with the same name in the organization but with different logins, and whenever one of them tries to open a ticket, the ticket is opened under the login of the first user on the list with the same name. How can I make the caller_id accept the user that was correctly selected?

[Jeffrey Bostoen]

Are you sure the correct name is selected?
One thing that might help already, is to display the ID next to the name as well, so it's slightly more clear if the person who creates the ticket is also aware of the ID.

How do you differentiate between those users in other systems? Different e-mail address, just an employee number, ...?

[João Felipe Miranda Bonifácio]

They are differentiated by login, each user has a unique login that also generates a unique email address.

We added this information so that when the user selects a name, it validates if it's the correct login, however, even selecting and validating the correct login, we have this problem of the ticket being opened with the first name on the list.

[Vincent @ Combodo]

Hi
This is a known issue #3212 which has not yet been fixed.
The only Workaround is not modify (with an extension) the friendlyname of a Person, to add an information which would make it unique

[João Felipe Miranda Bonifácio]

Thank you very much for the support in this regard.

Could you provide a link with the documentation of this known issue?

I do not have the entire history of past changes, but I will investigate if there is an extension that changes the friendly name.

[Jeffrey Bostoen]

Based on Vincent's answer and your reply above - you could create your own datamodel XML extension to include the email address in the friendly name.

[João Felipe Miranda Bonifácio]

Thank you for helping.
I am creating the extension and changing the default OQL query <select person="" where="" status="active"> to </select>email>. So that the user can provide the email. The setup is running correctly, but I receive an error when trying to open the Request and Incident modules.

<class id="Ticket">
  <fields>        
    <field id="caller_id" xsi:type="AttributeExternalKey" _delta="redefine">
      <filter><![CDATA[SELECT Person WHERE email = :this->email]]></filter>
      <dependencies>
      </dependencies>
      <sql>caller_id</sql>
      <target_class>Person</target_class>
      <is_null_allowed>true</is_null_allowed>
      <on_target_delete>DEL_AUTO</on_target_delete>
    </field>        
  </fields>
</class>

[Jeffrey Bostoen]

"this" refers to the class in which it's defined - so you're trying to get the email attribute of the "ticket" here. You could adjust the person class to show the email in the friendly name. :)