3 Replies Latest reply on Jul 25, 2017 6:03 AM by fluffy midnight

    Urgent - @domain name change

    eber123

      Good morning.

       

      For our institution it was decided to change the email domain name. Preparation work for this started some time ago and tonight the change will be put in place.

       

      We did focus only on our users and their email clients software. Only this morning we thought about WHD and the impact this will have on our WHD installation. For the few people on the pilot something strange happened. For a few users the user domain name has changed for all tickets (eg Joe.Bloggs@test.ie to Joe.Bloggs@new.ie). For others we have two users (one with @test.ie and one with @new.ie). For the users with two client entries they can't update tickets send from the new domain email address to tickets under their old domain email address (which is to be expected).

       

      • We use WHD 12.5.0 with the latest hotfix
      • Sync the user database to OpenLDAP

       

      If it turns out tomorrow that after the email domain name change tonight all users will get two entries, than this obviously would be a disaster.

       

      While you had WHD 12.X.X in use, did you do an email domain name change and what is your experience with WHD? Do you synchronize with LDAP or AD? Do you get one user with two entries of old and new domain? If you did, what have you done to fix it?

       

      I hope this makes all sense. Thank you for your help.

       

      Regards,

      Eberhard

        • Re: Urgent - @domain name change
          fluffy midnight

          Hello,

           

          If you're using AD/LDAP, you can get it to synchronise on the Username rather than the Email, so as long as you aren't changing both of these you should be fine.

           

           

          As for clients that aren't syncing with AD/LDAP, you can export your clients from the Client view, and do an Import and selecting a corresponding base sync to overwrite the current details that aren't changing.

           

          There are a few other ways like running Queries on the database, or allowing the change to run through leaving the legacy domain behind with all the tickets.

            • Re: Urgent - @domain name change
              eber123

              Thank you for the quick reply.

               

              We use OpenLDAP for authentication. We will have a look at your suggestion.

               

              As far as I can remember we have never done a manual import. How long would this take?

               

              Regards,

              Eberhard

                • Re: Urgent - @domain name change
                  fluffy midnight

                  Depends on the amount of data to import (don't separate the data, it's faster to do it all in bulk rather than parts), and the amount of activity on the help desk which will affect performance unless there's sufficient memory/RAM allocated to Web Help Desk.

                   

                  Personally I've done some client imports with over tens of thousands of clients with appropriate data and the import only took a few minutes.

                   

                  If you wanted to test this, you could create dummy clients with the same name and username with sequential numbering, and import them with hundreds or thousands of accounts.

                  Once done you can then search with the corresponding name or username, and bulk delete them all. - this way you can see how long it would approximately take when you get around to it.