Syncing Service Management users from Suite Administration

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

If you are a Suite Administration user, you can add new users to Service Management using Suite Administration. You can also edit and delete users. Users added, deleted, or modified in Suite Administration are updated in Service Management automatically by the synchronization job that runs once a day.

To manage users in Suite Administration, follow these steps:

Go to Suite Administration and log in with your credentials.

Click Users.

To add a new user, click New User and enter the user's details.

When you add a new user, the following fields are synced:

Email
First name
Last name
Office phone number

To edit a user, select the user in the list, edit the user's details and click Save.

To delete a user, select the user in the list and click Delete on the toolbar.

When you delete a user in Suite Administration, the user becomes a contact in Service Management. If the user was a member of any groups, he is removed from the groups and the following fields and sections are cleared:

Group membership section on the User page.
Organization field on the User page.
License and Role fields on the User page.
Request on behalf tab on the User page.
Group members section on the Group page.
Owner and Group owner backup fields on the Group page.
Delegations tab in the Service Portal.

Note There is a delay of three days from the time a user is deleted until the removal occurs and the data is cleared. If the user is inactive for three days, he becomes a contact. If there is activity within three days, the user is restored.

To synchronize the users manually, click

in the People page in Service Management. Alternatively, a user added in Suite Administration is added to Service Management when attempting to log in for the first time, before a manual or automatic synchronization. The Sync button is disabled while any user on the tenant is running a sync.

You can also sync users from Suite Administration via the Manage Persons API. For more information, see Manage Persons API.

For existing users, you can run a sync to update their data from an LDAP server using the LDAP integration. For more information, see How to set up synchronization with LDAP.

Note

New users are assigned the Service Portal User role by default.
Any changes made to a user's details in Service Management are overwritten by the values in Suite Administration during the sync.

Custom user ID

The User Principal Name (UPN) is a person's primary identifier in Service Management. By default, the UPN is the login name. You can configure your tenant to use a custom field as the user identifier for synchronization, in place of the default option. This will enable you to recycle email addresses which are no longer in use. The selected user identifier appears in the UPN field for the person in the user interface. To implement this feature, submit a request to Support.

Note

It is recommended to implement this feature on your tenant before you begin working on it.
If you implement the feature on a tenant with existing users, the original UPN (the user's login name) is replaced by the selected custom field for each user upon the first login after the implementation.
For users who do not have an custom field identifier, the system uses their login name as a backup identifier. As a result, the email address of a user who was deleted before the feature was implemented is still an active identifier. If you attempt to recycle his email address for a new user, the two users will be merged.
The Custom user ID feature is available for LDAP and federated IdP users only.