How to fix duplicate users in CA PPM for On Demand systems behind the portal

Document ID : KB000029057
Last Modified Date : 14/02/2018
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Here are the manual steps to fix each individual user who is duplicated in CA PPM, but not in the On Demand Portal.

First, update the duplicate user that you do not want to keep and delink them from portal authentication.

  1. Log into CA PPM as a user with administrative rights. 
  2. Click on Administration and then select Resources from the Organization and Access column.
  3. Locate the duplicate user that you no longer want and click the Last Name.  You will now be on the properties tab for that user.
  4. Uncheck the "External Authentication" box at the bottom of the screen.
  5. Click on the "Save and Continue" button at the bottom of the screen.
  6. Click on the Properties tab.  NOTE:  The User Name is now editable.
  7. Change the User Name to something that is not the same as the username you want to use for the good user.  I suggest that you remove everything after the @ symbol and add ZZZ_ to the beginning to force the user to the end of the list. (i.e ZZZ_username)
  8. Select "Inactive" from the drop-down in the "Status" field.
  9. Recheck the "External Authentication" box at the bottom of the page.
  10. Click the Save and Return button.
  11. If the user has access to more than one environment (Production, Test, Dev, ...), you will need to repeat steps 1 - 10 in each environment.

Next, update the user you want to keep and make sure they are linked to Portal Authentication.

  1. Log into CA PPM as a user with administrative rights.
  2. Click on Administration and then select Resources from the Organization and Access column.
  3. Locate the duplicate user that you want to keep and click the Last Name.  You will now be on the properties tab for that user.
  4. Uncheck the "External Authentication" box at the bottom of the screen.
  5. Click on the "Save and Continue" button at the bottom of the screen.
  6. Click on the Properties tab.  NOTE:  The User Name is now editable.
  7. Edit the User Name and the Email fields.  Change both to the email address exactly as it appears in the portal including capitalization.  I suggest copying the email address from the portal into these two fields.
  8. Ensure that the "Status" field is set to "Active".  Change it if necessary.
  9. Recheck the "External Authentication" box at the bottom of the screen.
  10. Click the "Save and Return" button at the bottom of the screen.
  11. If the user has access to more than one environment (Production, Test, Dev, ...), you will need to repeat steps 1 - 10 in each environment.

You have now fixed your duplicate users.

  • The duplicate user is now inactive in the application.  The application will not allow you to delete any users.  So this user will remain in your inactive list of users.
  • The user you wanted to keep is now linked to the On Demand Portal for external authentication and is active in the CA PPM application.
  • You do not need to make any updates to the user in the Portal.

OTHER THINGS YOU MAY NEED TO BE AWARE OF OR CHANGE:

  • If the users/resources that were inactivated were assigned to projects as managers or staff, the inactivated users will need to be removed from the project and replaced with the active users.
  • If there is a timesheet or financial history assoicated with a user/resource that was inactivated, the history will stay with the inactivated user.  It cannot be moved to the new, active user.
  • Any activity or processes associated with the inactive user will still show that user as the one who performed the action.