Duplicate desktop username - how to handle?

[Adrian Simpkins]

Hi All

I have 2 basic users who show as the same name in the user search field and both show in this format as exactly the same: Firstname Surname - Mid Essex

Their teams are always selecting the wrong person when raising requests where we attach the manager or connect another person for information, so normally I would suggest to the newest created user to amend their logon name so in effect it will show as below for 2 different users:

Firstname Surname - Mid Essex

Firstname Surname 1 - Mid Essex

What I wanted to clarify is is there anyway to display more than just their name when searching in the user search field? I know we have all the data available as it is stored against their individual basic user profiles in the system,. and we see this clearly in Service Manager. So I wanted to check I have not missed a trick in this display area. Ideally we would want it show something like:

Firstname Surname - Mid Essex - Job Title

I was just interested to see if anyone else has had the same issue, and how you handled it please? And is it possible to display more in this search field?

Many thanks as always

Adrian

[James Ainsworth]

Hi Adrian,

Thanks for your post.

Is this search field on the provided default Assign Form or is this a user search field on a custom form?  I'm afraid that it will probably be the same case for both places where there isn't anything to change the display to include the location.  However, I'll have a look once I know which search field it is.

[Adrian Simpkins]

Hi James

Thank you - this is in the IC forms for both the out of the box option or a custom field setup. If raising in Service Manager the experience is a bit better as we see a little more detail when selecting a customer. 

 

Many thanks

Adrian

[Adrian Simpkins]

@James Ainsworth Hi James - just a quick one to see if you did ever find anything on this scenario please? 

And does anyone else have the same situation with a duplicate name and how did you work around it? The issue I have is what the customer sees as they search for a name - they just see base details for example I would show as Adrian Simpkins - Basildon so if there were 2 Adrians at Basildon albeit with different desktop logon names they would both show the same in Hornbill.

Many thanks !

[James Ainsworth]

Hi Adrian,

Sorry for not getting back to you.  It was as I had expected that those two places don't really have an option for showing more information.  Are these duplicate named users displayed differently in Active Directory that could be replicated on import?

[Adrian Simpkins]

Hi James

Thanks for the update - I have suggested we change their logon names in the AD so one has a number in but again this will be dependent on their staff members knowing this is the correct account when viewing both in the find user field - not to worry if there are no options we will have to just try the number solution

Many thanks as always!

Adrian