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Performer Search & Users with Identical Names

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

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New Member

Performer Search & Users with Identical Names

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.

New Member

Performer Search & Users with Identical Names

How does PeopleSoft distinguish between the users with identical names?

New Member

Performer Search & Users with Identical Names

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

New Member

Performer Search & Users with Identical Names

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.

New Member

Performer Search & Users with Identical Names

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

New Member

Performer Search & Users with Identical Names

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.

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