RACI synchronization does not update links to users in the A configuration.

Document ID : KB000021995
Last Modified Date : 14/02/2018
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Issue:

After synchronizing the RACI configuration through the portal, links to users in the A configuration that determines the managers to assign to tickets are not updated. As a result tickets are assigned to the default admin or to previous manager.

 

Resolution:

Set the following properties to 'true':

raci.sync.override.accountable.roles
raci.sync.override.accountable.resources

Then perform the RACI synchronization. The accountable configuration (A configuration) will contain the link to the user that is written in the role/resource field marked as the owner in the universe definition.