05/21/2019 91 views

When a user submits a ticket via email into KACE it creates a user id based on the email address. This then means that there is likely  to be duplicate user id's in KACE. Our users are imported from AD but their user id is not the email address. e.g. JoeBrown is the AD user id but if he sends in an email into KACE it creates a user ID based on email address. When the Service Desk looks for the user there are two and they are never certain which one to use.

2 Comments   [ + ] Show comments


  • What would be the criteria to determine who is the original and who is the duplicate?
  • That shouldn't be happening. If the email address of an incoming message matches the email address of a current user, then it should match the two together. Do the incoming messages come from a different email domain?

There are no answers at this time

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