Changes made to a Helpdesk worker or contact are later reverted back
| Article:TECH154835 | | | Created: 2011-03-04 | | | Updated: 2011-06-09 | | | Article URL http://www.symantec.com/docs/TECH154835 |
Problem
Changes are made to a Helpdesk worker or contact, such as an email or name change. Later, the changes are automatically reverted back somehow.
Cause
Automatic Notification Server to Helpdesk sync has occurred, which will overwrite any changes to synched workers and contacts.
Solution
Helpdesk syncs worker and contact information from the Notification Server users once every hour (by default). If changes are made directly to workers or contacts that were originally brought in by the sync, these will be reverted on the next sync. This is working as designed.
To change a synced worker or contact's information, the original user data must be first changed. The method to change the user will vary depending on where they were originally created at.
User originated in Active Directory
If the user is synced from the Notification Server's Microsoft Active Directory Import to the Notification Server's Users records, make the change to the user account directly in Active Directory. The next time the Notification Server performs a Microsoft Active Directory update sync, this will update the user record. Then, the next time Helpdesk performs its sync, the worker or contact will be updated.
The Notification Server's Microsoft Active Directory Import can be viewed and configured by doing the following:
- In the Altiris Console, go to the Configuration tab (or if using Console 6.5, View > Configuration), Server Settings > Notification Server Infrastructure > Microsoft Active Directory Import.
- View or change settings for the "Import User resources" section.
User originated in Notification Server not in Active Directory
If the user is synced only from the Notification Server they are not synced from AD, make the change to the Notification Server user record. The next time Helpdesk performs its sync, the worker or contact will be updated.
The Notification Server User records can be viewed or edited by doing the following:
- In the Altiris Console, go to the Resources tab (or if using Console 6.5, View > Resources).
- Go to Resources > Organizational Types > User.
- Locate and edit the user and save the changes.
Related Articles
How to change Helpdesk worker or contact names, email addresses and NT IDs
http://www.symantec.com/business/support/index?page=content&id=HOWTO36855
Helpdesk Active Directory import does not work and contacts or workers are not updating
http://www.symantec.com/business/support/index?page=content&id=TECH41705
KNOWN ISSUE: Helpdesk is resynchronizing the same users every hour
http://www.symantec.com/business/support/index?page=content&id=TECH17688
|
|
Article URL http://www.symantec.com/docs/TECH154835
Terms of use for this information are found in Legal Notices
Thank you.