11-17-2011 05:25 PM
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
11-17-2011 05:25 PM
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.
11-17-2011 05:25 PM
How does PeopleSoft distinguish between the users with identical names?
11-17-2011 05:25 PM
Keith - PeopleSoft uses an employee ID code to uniquely identify users.
11-17-2011 05:25 PM
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.
11-17-2011 05:25 PM
I assume these people with identical names are also in the same Service Teams (and hense members of the same Queues).
11-17-2011 05:25 PM
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.
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: