Basic users losing roles?

[CraigP]

I've had two tickets passed on to me recently regarding end users not being able to log in to Hornbill via single sign on. Upon investigation I found that the associated Hornbill accounts were missing from the Basic User and Self Service User roles, even though I can see from account history that they have definitely used the system before.

I created a report to show me all active accounts with no roles and was surprised to see a relatively large number of accounts returned.

I added all these users to the basic roles, and made sure my report then returned 0 results. Upon checking the report again this morning, I see that 8 accounts now have no associated roles. Does anybody have any thoughts on what might be causing this?

The Last Updated property implies that it is likely happening when our scheduled Data Imports run (Last Updated by is also the administrator account on 6 out of 8 the listed accounts). However if one of our Data Import Configurations was accidentally set up in a way that removed roles then I would expect a lot more accounts to be affected.

[Steve Giller]

The first step would be to check what each import is doing.

I would guess that you have more than one Import, possibly to ensure that certain groups of Users get certain Roles, and the affected accounts are not being picked up by all of the imports, leaving you with unexpected results.