Performer Search & Users with Identical Names

[Brian Hom]

Is there a way to distinguish between service performers with identical first and last names?

We have a few cases where people have identical first and last names.  When searching for performers in ServiceManager, we can not distinguish between these users.

We are using LDAP/Active Directory to populate users in RequestCenter and PeopleSoft populates Active Directory.  Since PeopleSoft and AD are used as the "definitive" source for user information, we use a person's legal first and last name for the attributes.

Can anyone suggest a workaround to distinguish between two different users with the same name?

Thank you - Brian

Version 2008.3 SP5 - SQL DB

[Tylor Hagerman]

We also have this issue.  It would be very helpful if there was some way to get more info (title, location, etc) about the performers to determine which is which.

[Keith Berlin]

How does PeopleSoft distinguish between the users with identical names?

[Brian Hom]

Keith - PeopleSoft uses an employee ID code to uniquely identify users.

[Tylor Hagerman]

That is correct, but that identifier isn't visible in Service Manager.  You just see something like this:

John Jones
John Smith
John Smith
John Smith
John Tucker

And if you need to assign a task to one of them, for example, there is no way to tell one John Smith from another.

[Keith Berlin]

I assume these people with identical names are also in the same Service Teams (and hense members of the same Queues).

[Brian Hom]

Keith - Having people with the same names in the same STs would be a smaller subset of the main issue.  Fortunately I have not seen this happen yet.  The issue we run up against very often is seaching and selecting performers when re-assigning tasks.