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Hello, 

We recently migrated to Sysaid Cloud from our on premises server, and now we are seeing some inconsistencies/discrepancies with how user names are displaying in HelpDesk. 

some users show with just their Windows user name (dmcdonald) - this is correct, and preferred.

New users it sets their username as their email address - but we do have the option to edit it.

Some older users are displaying as the DOMAIN\Username like they were imported by LDAP - this is incorrect and makes the layout confusing to look at when selecting an admin to assign a ticket to - also - these usernames CANNOT be edited in the helpdesk panel. 

Is there another way to edit/change an administrator’s username, besides removing them and re-adding them and having to unassign/reassign tickets? 

Hello @Dan McDonald 

Thank you for contacting us.!--startfragment>

If the username is editable, it means the account is a local one. If the username is not editable, it means the account is imported.

To change the appearance of the username, please go to Settings -> Customize -> Appearance. At the bottom of the page, you will find an option called "User Name Display Method." Here, you can customize how the username is displayed.

 

!--endfragment>

that’s perfect! Thanks Gabriel! 

One more question - years ago on the old on premises server, when you would close a ticket, it would instantly take you back to the incidents list. Now it just lingers on the closed ticket page, and you have to manually navigate back to the incidents list. 

Is there any way to re-enable that functionality? 

Hello ​@Dan McDonald - Perhaps you can help me fix my sysaid login - My account somehow changed from my standard username / email to R7-BOS, it then randomly changed a few days later to R7 R7 -

When I sign into company.sysaid.com now, I’m seen as a user, no longer as an administrator so I can’t manage helpdesk tickets anymore.

When you look at the administrators, the user id shows correctly, but the first name, last name and email address is showing incorrectly as r7@companydomain.com

 

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