One of my agents was creating a new ticket. When no suggestions came up matching the requester name she entered, she tried the email address which also didn't have a requester suggestion. She went to +Add user and put the name, email address, and end-user role. When she clicked Add, she got the following error:
Error saving user: Email: ****@yahoo.com is already being used by another user
(Email address censored for privacy.) My agent tried running a search for the email but no users were returned, so she just added the User without an email address.
The super weird part is that the search did return a Ticket, with the requester on that ticket being the user in question. This ticket was entered nearly 5 months ago. Clicking on the User tab in the ticket shows the name and email address in question and that the user was created at the same time as the ticket (back at the beginning of November 2016 - so I don't believe this to be a caching issue).
I am unable to merge the new user into the old one because the search for the "User to merge into" isn't returning any results for the name or email.
Any thoughts as to why this is happening?
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