fix(support): auto-resolve duplicate profile updates

app/Jobs/Support/ExecuteApprovedSupportActionJob.php

@@ -79,14 +79,8 @@ public function handle(
                 viaEmailApproval: true,
             );
         } elseif ($action === 'user_profile_update') {
-            $result = $userProfileUpdate->updateProfile(
-                case: $case,
-                email: (string) ($payload['email'] ?? ''),
-                firstname: isset($payload['firstname']) ? (string) $payload['firstname'] : null,
-                lastname: isset($payload['lastname']) ? (string) $payload['lastname'] : null,
-                dryRun: false,
-                viaEmailApproval: true,
-            );
+            // Re-read names from the case email (approval payload may be from an older parser).
+            $result = $userProfileUpdate->updateFromCase($case, dryRun: false, viaEmailApproval: true);
         } else {
             $result = [
                 'ok' => false,

app/Services/Support/SupportApprovalEmailService.php

@@ -625,6 +625,9 @@ private function completionFailureLines(string $action, array $result, string $e
             $lines[] = '  • An unexpected error occurred. Please check the case in Nova.';
         } else {
             foreach ($errors as $error) {
+                if (str_contains(strtolower((string) $error), 'matched_user_ids')) {
+                    continue;
+                }
                 $lines[] = '  • '.$this->humanizeError((string) $error, $action, $caseId);
             }
         }

app/Services/Support/SupportProfileRequestParser.php

@@ -23,7 +23,13 @@ final class SupportProfileRequestParser
     ];
 
     /**
-     * @return array{email: ?string, firstname: ?string, lastname: ?string}
+     * @return array{
+     *   email: ?string,
+     *   firstname: ?string,
+     *   lastname: ?string,
+     *   current_firstname: ?string,
+     *   current_lastname: ?string,
+     * }
      */
     public function parse(string $text): array
     {
@@ -33,6 +39,8 @@ public function parse(string $text): array
             'email' => $this->extractFirstEmail($normalized),
             'firstname' => $this->sanitizeName($this->extractRequestedName($normalized, 'first')),
             'lastname' => $this->sanitizeName($this->extractRequestedName($normalized, 'last')),
+            'current_firstname' => $this->sanitizeName($this->extractCurrentName($normalized, 'first')),
+            'current_lastname' => $this->sanitizeName($this->extractCurrentName($normalized, 'last')),
         ];
     }
 
@@ -45,10 +53,23 @@ private function extractFirstEmail(string $text): ?string
     }
 
     private function extractRequestedName(string $text, string $which): ?string
+    {
+        return $this->extractPrefixedName($text, $which, ['requested', 'new']);
+    }
+
+    private function extractCurrentName(string $text, string $which): ?string
+    {
+        return $this->extractPrefixedName($text, $which, ['current']);
+    }
+
+    /**
+     * @param list<string> $prefixes
+     */
+    private function extractPrefixedName(string $text, string $which, array $prefixes): ?string
     {
         $field = $which === 'first' ? 'first\\s*name' : 'last\\s*name';
 
-        foreach (['requested', 'new'] as $prefix) {
+        foreach ($prefixes as $prefix) {
             $pattern = '/(?:^|\n)\s*'.preg_quote($prefix, '/').'\s+'.$field.'\s*[:*]?\s*([^\n\r]+)/iu';
             if (preg_match($pattern, $text, $m)) {
                 return $this->cleanCapturedName($m[1]);

app/Services/Support/UserProfileUpdateService.php

@@ -30,6 +30,8 @@ public function updateFromCase(SupportCase $case, bool $dryRun, bool $viaEmailAp
             lastname: $parsed['lastname'],
             dryRun: $dryRun,
             viaEmailApproval: $viaEmailApproval,
+            currentFirstname: $parsed['current_firstname'] ?? null,
+            currentLastname: $parsed['current_lastname'] ?? null,
         );
     }
 
@@ -40,6 +42,8 @@ public function updateProfile(
         ?string $lastname,
         bool $dryRun,
         bool $viaEmailApproval = false,
+        ?string $currentFirstname = null,
+        ?string $currentLastname = null,
     ): array {
         $tool = 'user_profile_update';
         $input = [
@@ -67,7 +71,13 @@ public function updateProfile(
             return SupportJson::fail($tool, $input, 'no_matching_user_found');
         }
 
-        $user = $this->resolveUserForProfileUpdate($matches, $firstname, $lastname);
+        $user = $this->resolveUserForProfileUpdate(
+            $matches,
+            $firstname,
+            $lastname,
+            $currentFirstname,
+            $currentLastname,
+        );
         if ($user === null) {
             return SupportJson::fail($tool, $input, [
                 'ambiguous_user_match',
@@ -159,8 +169,13 @@ public function updateProfile(
      *
      * @param  Collection<int, User>  $matches
      */
-    private function resolveUserForProfileUpdate(Collection $matches, ?string $firstname, ?string $lastname): ?User
-    {
+    private function resolveUserForProfileUpdate(
+        Collection $matches,
+        ?string $firstname,
+        ?string $lastname,
+        ?string $currentFirstname = null,
+        ?string $currentLastname = null,
+    ): ?User {
         if ($matches->count() === 1) {
             return $matches->first();
         }
@@ -172,6 +187,18 @@ private function resolveUserForProfileUpdate(Collection $matches, ?string $first
 
         $candidates = $active->isNotEmpty() ? $active : $matches->values();
 
+        if ($currentFirstname !== null || $currentLastname !== null) {
+            $byCurrent = $candidates->filter(
+                fn (User $user) => $this->userMatchesCurrentNames($user, $currentFirstname, $currentLastname),
+            )->values();
+            if ($byCurrent->count() === 1) {
+                return $byCurrent->first();
+            }
+            if ($byCurrent->isNotEmpty()) {
+                $candidates = $byCurrent;
+            }
+        }
+
         $needingUpdate = $candidates->filter(function (User $user) use ($firstname, $lastname) {
             if ($firstname !== null && $firstname !== $user->firstname) {
                 return true;
@@ -187,9 +214,77 @@ private function resolveUserForProfileUpdate(Collection $matches, ?string $first
             return $needingUpdate->first();
         }
 
+        if ($needingUpdate->count() > 1) {
+            return $this->pickUserWithFewestChanges($needingUpdate, $firstname, $lastname);
+        }
+
         return null;
     }
 
+    private function userMatchesCurrentNames(User $user, ?string $currentFirstname, ?string $currentLastname): bool
+    {
+        if ($currentFirstname !== null && ! $this->namesEqual($currentFirstname, $user->firstname)) {
+            return false;
+        }
+        if ($currentLastname !== null && ! $this->namesEqual($currentLastname, $user->lastname)) {
+            return false;
+        }
+
+        return true;
+    }
+
+    /**
+     * @param  Collection<int, User>  $candidates
+     */
+    private function pickUserWithFewestChanges(Collection $candidates, ?string $firstname, ?string $lastname): ?User
+    {
+        $ranked = $candidates->map(function (User $user) use ($firstname, $lastname) {
+            $fieldsToChange = 0;
+            if ($firstname !== null && $firstname !== $user->firstname) {
+                $fieldsToChange++;
+            }
+            if ($lastname !== null && $lastname !== $user->lastname) {
+                $fieldsToChange++;
+            }
+
+            $tieScore = 0;
+            if ($firstname !== null && $this->namesEqual($firstname, $user->firstname)) {
+                $tieScore += 2;
+            }
+            if ($lastname !== null && $user->lastname !== '' && $user->lastname !== 'Last Name') {
+                $tieScore += 1;
+            }
+
+            return ['user' => $user, 'fields_to_change' => $fieldsToChange, 'tie_score' => $tieScore];
+        })->sort(function (array $a, array $b): int {
+            if ($a['fields_to_change'] !== $b['fields_to_change']) {
+                return $a['fields_to_change'] <=> $b['fields_to_change'];
+            }
+            if ($a['tie_score'] !== $b['tie_score']) {
+                return $b['tie_score'] <=> $a['tie_score'];
+            }
+
+            return $b['user']->id <=> $a['user']->id;
+        })->values();
+
+        if ($ranked->isEmpty()) {
+            return null;
+        }
+
+        $best = $ranked->first();
+        $sameRank = $ranked->filter(
+            fn (array $row) => $row['fields_to_change'] === $best['fields_to_change']
+                && $row['tie_score'] === $best['tie_score'],
+        );
+
+        return $sameRank->count() === 1 ? $best['user'] : null;
+    }
+
+    private function namesEqual(?string $a, ?string $b): bool
+    {
+        return Str::lower(trim((string) $a)) === Str::lower(trim((string) $b));
+    }
+
     private function isValidEmail(string $email): bool
     {
         return filter_var($email, FILTER_VALIDATE_EMAIL) !== false;

tests/Unit/Support/SupportProfileRequestParserTest.php

@@ -34,6 +34,22 @@ public function test_rejects_placeholder_last_name(): void
         $this->assertNull($parsed['lastname']);
     }
 
+    public function test_parses_current_and_requested_names(): void
+    {
+        $text = <<<'TEXT'
+        Current first name: Bernard
+        Current last name: Hanna
+        Requested first name: Bernard
+        Requested last name: Hannaa
+        TEXT;
+
+        $parsed = (new SupportProfileRequestParser())->parse($text);
+
+        $this->assertSame('Bernard', $parsed['current_firstname']);
+        $this->assertSame('Hanna', $parsed['current_lastname']);
+        $this->assertSame('Hannaa', $parsed['lastname']);
+    }
+
     public function test_parses_hanna_to_hannaa_request_without_bleeding_lines(): void
     {
         $text = <<<'TEXT'

tests/Unit/Support/UserProfileUpdateServiceTest.php

@@ -79,6 +79,47 @@ public function test_profile_update_resolves_duplicate_email_to_user_needing_cha
         $this->assertStringContainsString('resolved_duplicate_email_to_user_id:', (string) ($payload['warnings'][0] ?? ''));
     }
 
+    public function test_hanna_to_hannaa_resolves_duplicate_by_fewest_field_changes(): void
+    {
+        /** @var User $correct */
+        $correct = User::factory()->create([
+            'email' => 'dup@example.com',
+            'firstname' => 'Bernard',
+            'lastname' => 'Hanna',
+        ]);
+        User::factory()->create([
+            'email' => 'dup@example.com',
+            'firstname' => 'Bernard Hanna',
+            'lastname' => '',
+        ]);
+
+        $case = SupportCase::create([
+            'source_channel' => 'manual',
+            'processing_mode' => 'manual',
+            'subject' => 'test',
+            'raw_message' => 'test',
+            'status' => 'investigating',
+            'risk_level' => 'low',
+            'correlation_id' => 'cid',
+        ]);
+
+        $payload = app(UserProfileUpdateService::class)->updateProfile(
+            $case,
+            'dup@example.com',
+            'Bernard',
+            'Hannaa',
+            dryRun: false,
+            viaEmailApproval: true,
+            currentFirstname: 'Bernard',
+            currentLastname: 'Hanna',
+        );
+
+        $this->assertTrue($payload['ok']);
+        $correct->refresh();
+        $this->assertSame('Hannaa', $correct->lastname);
+        $this->assertSame($correct->id, $payload['result']['before']['user_id'] ?? null);
+    }
+
     public function test_profile_update_execute_changes_user(): void
     {
         config(['support_gmail.dry_run' => true]);