After importing users from Active Directory into Servicedesk, and then setting and saving the appropriate users with VIP status, a "Run Reset Sync Process" was selected. Upon further review of the same users, it was noted that their VIP status was no longer set correctly. The VIP checkbox had been unselected. This was not the case when the "Run Update Sync Process" was used. Why?
This is a known issue. There are two sync methods that comprise the Active Directory sync procedure. The default Active Directory sync process, which automatically executes the "Run Update Sync Process" runs every 60 minutes by default. This adds new users and groups found, maintaining status and other settings configured. The ""Run Reset Sync Process" , which can only be run manually, in addition to some other changes it resets, currently does not maintain VIP status when it is selected and thus the status is lost. Please only use the Reset process when necessary. This will be addressed in a future release.
ID: ETK 2020922
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