A user has recently had their name changed and can no longer access the intranet

(This issue will only happen on standard AD imports. If this is happening to you frequently you may want Sorce to help review and improve your import process)

When a user changes their name they will require their details to be updated within AD this will include fields such as Samaccountname and Email Address. 

When an Import runs Engage looks at the Samaccountname field and check to see if they already exist as a user.

(If Engage finds a match)

Engage will update it's records for this user to match what you have in your AD, so all details are up-to-date.

(If Engage doesn't find a match)

Engage will treat this unknown account as a new user, meaning a new account will be created. 

How do we prevent this from happening?

When a user has a name change you will need to make sure two actions are carried out within the same day (This is so everything is ready for the next AD import):

This will require a user with administration access to the intranet

1. The Users details are updated with AD and the new Samaccountname is passed to an admin of the intranet.

2. The admin will follow the below steps to update this user: 

Step 1. Click the Cog wheel and go to 'system administration' 

Step 2. Go to 'Manage users' under USERS & GROUPS section

Step 3. Locate the user using search and once found click the blue text under the column 'Windows authentication'

Step 4. Update the field 'NT logon' to match the new Samaccountname 

Step 5. Click 'Save' and wait for the next day when the AD import will match this users account to the new details

(Please make sure these actions are done within the same day or the user will not be updated correctly and a new account will be created)

What If it is too late and the user has a new account, Is their content lost? 

Not at all, Engage support are able to resolve this issue. 

A member of the Sorce support team will require access to the server so we can point the user to the correct account. 

Our primary domains are going to be changing soon, will this affect users? 
If you are going through a change in users domains (everything to the right of the @ symbol in an email address) then we will need to be notified ahead of time so we can coordinate and help you so that you don't have all new accounts for everyone effected. 

Please contact support if you have any issues.