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Cannot create new Incidents after Nmae Change

Updated: 22 May 2010 | 6 comments
Mbordelon's picture
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In the past few weeks, we have had several users with an unusual problem. After the user names were changed , users can no longer create new Helpdesk Incidents.

Any idea what might cause this?

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mabdelnabi's picture
25
Mar
2009
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Do you have the AD Connector?

Hi,

Do you have the AD connector installed in your NS? If so, check the Run Schedule and make sure it's not set to something like once a month. Run it manually if needed.

If the user's name not in your AD then they'll not be able to create an incident if I remember correctly.

Mbordelon's picture
26
Mar
2009
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Hi,Do you have the AD

Hi,

Do you have the AD connector installed in your NS? If so, check the Run Schedule and make sure it's not set to something like once a month. Run it manually if needed.

If the user's name not in your AD then they'll not be able to create an incident if I remember correctly.

Where would I find the AD connector?

Mbordelon's picture
26
Mar
2009
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Where would UI find the AD

Where would UI find the AD connector?

bgreen's picture
26
Mar
2009
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View-->Configuration (or

View-->Configuration (or Configuration tab) -->
Server Settings -->
Notification Server Infrastructure -->
Microsoft Active Directory Import

MBHarmon's picture
26
Mar
2009
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I ran into this a couple of

I ran into this a couple of times when for some reason a second user object was imported for the user's new name instead of renaming the old one.  If that's the case you'll need to change the worker accounts so they point to the new account, and make sure the updated name is in the right security role for your helpdesk solution rights.

- Matt

JLAbuhl's picture
01
Apr
2009
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We've seen this..

We've had this happen when a person's name changes in Active Directory.  Sometimes we have to inactivate the old worker account and then it forces them to logon with the new one.  It should recognize the new unique NTID but there are residual ties occiasionally.