Can't find a specific user when searching for a user in the Reassign process

Article:TECH189449  |  Created: 2012-05-23  |  Updated: 2013-01-04  |  Article URL
Article Type
Technical Solution



Customer confirms that the user exists in Process Manager, however when they search for the user in the Reassign form, they do not see an entry for the user in the results.


ServiceDesk 7.1 SP2

Symantec Management Platform 7.1 SP2


The Reassign process uses a function from SD.DataServices called "Search for User".  If the system is configured to be "True" for "IsUsingAMS" in ServiceDesk Settings, this process searches both SMP and Process Manager for available user accounts.  It combines the results of those lists and removes duplicates.

In this situation, the user data for the affected user in SMP was incomplete.  When the results of the two searches was combined and duplicates were returned, the invalid data remained for that user.


In this situation, only this single user was affected and the solution was to run the AD update to SMP  to get this user's information update.

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