Seeing an ‘overlap’ issue

What do you need to do when there is an ‘Overlap’ issue or 2 records in the address book with the same email address?

Occasionally Agresso will mark two records for the same user as valid. They usually pick it up themselves and fix it but since we don’t auto-suspend or auto-unlink accounts in Pulse it causes an overlap issue. Fixing this is easy.

1. Go to the address book and search for the user
2. There will be 2 records
3. Click to edit each one. Check the URL and make note of the userid
4. They should be the same
5. Go to the Staff Feed and check that the user only exists once with a valid account https://havaspulse.com/agresso.php
6. Click Agresso Sync Status
7. Search for the users Ledger
8. Click to open ‘STAFF’
9. Search for the user by userid and then by email
10. There should only be 1 record with agr_valid = Y. If there are 2 records linked to the same userid and both are agr_valid = Y then you need to raise an Agresso Support ticket to rectify the issue
11. Once done all you need to do is unlink the account. Edit User > Unlink from Agresso
12. Wait 5 min for the sync to run
13. Search for the user again
14. There will only be 1 record