Overview

A user's account has been changed from being a contractor to being full-time, and this change was specified in the user sync file. However, the user's account/profile in Jive isn't getting updated with the new information in the file.

Information

Please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

1. The email address of the user account in Jive that needs to be updated.
2. The username of that user's record in the sync file.

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Support agents:

This issue may be caused by the user's account in Jive having a different username than the one specified in the sync file, but still having the same email address.

To check if this is causing the issue:

1. Browse to Admin Console > People.
2. Search for the user account of the user by their email address.
3. Search the user sync file for that email address.
4. Compare the username of the record in the file to the username of the user account in the admin console:
   • If the usernames don't match, file a JIRA ticket to the JVPROFSVCS project with the issue details. Ask them to check if the add-on can be updated to match accounts by the email address field.
   • If the usernames match, begin troubleshooting this issue further.

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