Client name change - Service desk software for request catalog,

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Last Post 4/12/2010 6:40 PM by Knowledge Bird

Client name change

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Helpdesk leader
Posts:57
Points:89

3/31/2010 3:36 PM
We had a client change her name. Whenever she emails helpdesk it still creates a login under her former email address, even though it no longer exists in our Active Directory. The email is definitely being sent from her new account, under her new name. Where else would Helpmaster being pulling her old account from?

Dennis Odri
HelpMaster tech support

Helpdesk leader
Posts:45
Points:81

3/31/2010 4:04 PM
Hi muser, the only way I could imagine that this would happen, is if her "From:" email address is different than the "Work Email" address in her Helpmaster client profile. If the emails matched it should use the existing Helpmaster Client, if they don't match, a new Client would be created in Helpmaster. I hope that explains what is happening there. Regards, Dennis

Helpdesk leader
Posts:57
Points:89

4/12/2010 6:40 PM
Ok. We tracked down the cause of this problem. The client's mailbox was renamed instead of being recreated. On the surface this seems to be a fine idea but it leaves a legacy identifier in the Active Directory object of the client under their old name. Helpmaster still saw this old reference. After deleting the object and the mailbox entirely, we created a new one with the new name and this seems to have sovled the problem.