bug Changing the Name of a User, breaks the back-end link with the User's Assets so Workflow Add Customer Assets does not add them

[Berto2002]

We've just had 7 Councillors leave the organisation and our nodes to Add Customer Assets to the leavers Request were not picking-up anything, despite the Cllrs having their fully validated name displayed in the Used By fields of several relevant assets like laptops and mobiles in Asset Manager.

I reassigned a few of these assets to another user, saved and then reset the Used By back to the original Councillor, ran the workflow again and the assets were added to the Request workflow where they were not before.

In 2023 we made a name change to our Councillors' accounts to add "Cllr" to the front (and no other group) and this issue is only occurring for Councillors. I conducted a test and I confirm that editing the Name in the Users' Profile causes this link to be broken. So any name change in the profile means workflow Add Asset nodes will fail to pick-up Used by assets for that account.

Posting here to get it fixed-up before considering raising it to Support.

3 assets for Cllr Helen in Asset DB:

The Used by showing also correctly in the Assets themselves:

Workflow timeline updates with no entries:

I would expect the system to maintain the integrity of the Users name entries in "Used By" across the system. It's a key link. If it doesn't then we must have ways to know what is 'broken' or affected by it such as a warning in the user profile screen that alterations may break X, Y Z, or ways to detect links in Asset Manager that need 'revalidation'. It implies that there is a missing sync of the users credentials between Service Manager and Asset Manager; but also how about Service Portfolio and will we have such an issue with Knowledge Manager?

This is being considered a serious issue here due to the potential that we've got users walking out the door without service desk asking for their laptops back or cancelling their mobiles because we are relying on the workflow to find and add these assets to Requests. Name changes (even minor ones) are fairly BaU so should be accommodated in the product.

Thanks in advance for the attention on this.

[Jim]

I have found the way this resolves is very strange instead of just using a simple user ID. +1 for looking into improvements

[Steve Giller]

1 hour ago, Berto2002 said:

I reassigned a few of these assets to another user, saved and then reset the Used By back to the original Councillor, ran the workflow again and the assets were added to the Request workflow where they were not before.

This suggests that the data was incorrect - how were these assets originally assigned?

[Berto2002]

@Steve Giller I agree this condition could occur if the original data for Used By was incorrect(and we have had this condition previously). However, the issue I am reporting here is we can induce the same symptoms even when the used by is perfectly valid:

1. Set-up an Asset, validly and fully assigned Used By to a User (Full or Basic)
2. Run a workflow to Add Customer Assets (of the specified type) to a Request for the specified UserID - this should link the Asset
3. Alter the Name of the User in the user profile and save it
4. Re-run the same workflow (to Add Customer Assets (of the specified type) to a Request for the specified UserID) - this will not link the Asset, workflow does not recognise it, even though, when added, the used by was perfectly valid.