How to change a user's email address and username in both the portal and CA PPM

Document ID : KB000121461
Last Modified Date : 21/11/2018
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Introduction:
Sometimes a customer makes a mistake when entering an email address in the portal or a single user's email address changes.  If one of those users has already been assigned to an environment, not only will the email address in the portal need to be changed, but the username and email address in PPM will need to be changed as well.  If the email address is updated in the portal is changed before the username and email address in ppm, a duplicate user will be created with the new username and email address instead of the original user being updated.  This procedure will prevent that from happening and make sure that the portal and CA PPM information for this user is synched.
Environment:
Any SAAS environment behind the portal
Instructions:

The following instructions can be found on our docops site at this link:

https://docops.ca.com/ca-od-portal/en/centralized-user-management#CentralizedUserManagement-UpdatetheEmailAddressforaPortalUser

You can update the email address of a single user. To change many users, open a support ticket and request CA On Demand Support to perform a bulk user operation.

Tip: For best results, always follow this full procedure. If you skip these steps and just update the email address for a user, the old email address is still stored in the system and you could experience an error later when trying to enter a new user with the same email address.

 

  1. Deactivate the user in the portal:
    1. Log in to the CA On Demand portal using tenant administrator privileges.

    2. Open the control panel.

    3. Click users in the portal navigation menu.

    4. Locate the user that needs to be modified.

    5. Deactivate the user.

  1. Update the user in each CA On Demand Portal environment where they already had access:

    1. Log in to CA On Demand Portal.

    2. Click Administration, Organization and Access, Resources.

    3. Search for the user. Use status=All filter as the user is deactivated at this point in all instances of CA On Demand Portal. 

    4. Open the resource entry for the user.

    5. Clear the External Authentication check box.

    6. Save the user.

      The user name becomes editable.

    7. Edit the user name to the updated email. Also update the email address field with the same value. Verify the email address specified in the user name field appears in lowercase.

    8. Select the External Authentication check box. 
    9. Click Save.
      The user is still in an inactive state. Do not activate the user yet. User activation occurs later from the portal.
  2. Edit the user in the portal:
    1. Log in to the CA On Demand portal using tenant administrator privileges.

    2. Open the control panel.

    3. Click users in the portal navigation menu.

    4. Locate the deactivated user. The deactivated user still has their old email address in the portal.
    5. Click Actions and select Edit.
    6. Enter the new email address in the Email Address field.
    7. Click on Password and enter password info.
    8. Click Save.
  3. Activate the user in the portal:
    1. Log in to the CA On Demand portal using tenant administrator privileges.

    2. Open the control panel.

    3. Click users in the portal navigation menu.

    4. Locate the user. 
      Search for their new email address.
    5. Click Actions, Activate
      The user is activated in the portal and in all assigned applications.

 

Additional Information:
If there are a large number of users whose email addresses and usernames need to be changed (because of a corporate wide email change or one company being purchased by another for example), the On Demand Team has a procedure where the customer can update the email addresses via XOG and then they can run a script which will make the usernames the same as the email address.  A ticket should be opened with the On Demand team so that full instructions can be sent to the customer and so that things can be coordinated correctly to prevent problems.