We have several cases where there are people with the same first and last name. Is there some way to distinguish between two people listed with the same name? We're having issues with this when searching for task performers (we're frequently reassigning approval tasks) as well as searching for a customer's requisitions. Is there any way to figure out which is which, or to include more information in the display than the first and last name?
We don't have this issue in MyServices becuase searching for people uses the search interface which provides 3-4 other pieces of information about the matching people, making it easy to distinguish between people with the same name. Service Manager isn't so easy.
How does everyone else work around this situation?
If not adding a middle name or initial is pratically in your directory integration, then maybe having a dummy task in each of their queue may help? This will provide all performers the ability to display each individual's full information from the performers details in the preview pane (which is a hyperlink). Obviously this will impact reporting and require some manual effort up front, but to mitigate some of these you could create a dummy service with these dummy tasks and have no
Both the performer and customer records in the reporting datamart has OU information and LOGONID that could also be used differentiate your records. In our case we use the cost center of the individual as the HOMEOU and each persons LOGONID is unique, matching to our cooperate NT IDs. There is also an unique ID in Request Center
Ideally, the integration should be able to pull the 'displayname' from whatever the source is. Using the Outlook address list display name for an Active Directory-integrated system seems the most logical to me but unfortunately in the Person pop-up windows, you are only able to concatenate First Name Last name.