Renamed users in Active Directory are not imported into ProcessManager

Article:TECH188486  |  Created: 2012-05-10  |  Updated: 2012-05-10  |  Article URL
Article Type
Technical Solution


After renaming a user in ActiveDirectory due to a name change the user is not updated in ProcessManager 


Error message displayed in the log viewer reads in part - "System.Data.SqlClient.SqlException: Violation of UNIQUE KEY constraint 'IX_User_EmailAddress'. Cannot insert duplicate key in
object 'dbo.User'."



Workflow 7.1
ServiceDesk 7.1


Renaming a user in ActiveDirectory and changing the User Logon Name value to reflect the change to the users name results in ProcessManager seeing this user as a new user.  If the Email Address field on the General tab in the Properties for the user is not also changed then the user will not import due to the unique key constraint for PrimaryEmail column in the User table of the ProcessManager database. 


Symantec is aware of this issue and will address it in a future release. 


To Workaround this issue:

After you rename the user in active directory, create another smtp address for the user and set that address as primary.
Verify in Active Directory Users and Computers,  Properties for the user, General tab, that the new smtp address is in the Email Address field.  If it is not, manually change the Email Address field to the new smtp address.
Run an Update Synch in ProcessManager.  The renamed user will be imported as a new user.
In ProcessManager, find the original user (the one with the old name).
Click the Action menu and choose Merge User.
Click the Pick button in the Merge User dialog and search for and select for "new" renamed user.
Click Merge.
Click OK to the warning after verifying that the user being deleted is the user with the original name.

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