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Email parsing causing multiple accounts for users

We have been having an issue with the email parsing engine creating multiple accounts for the same email address. I have a client that has 113 accounts right now, all with the same email address and name, almost every ticket he submits creates a new account. Any thoughts to what would be causing this?

  • Sounds like an issue for support.  In our environment if we attempt to manually create an account with an email that is already in use we're unable: "This primary e-mail address has already been registered by another Client. Please choose another." We are using LDAP, so it may behave differently if not using LDAP...

    You could turn off the function that allows clients to create accounts, but I'm assuming you rely on this setting being enabled.

  • Unfortunately we cannot disable it like you said, this is a customer facing portal and we still have a heavy amount of users that prefer email over the portal. We are also outside of maintenance with no plans to renew since we are moving to a new system later this year. We have been dealing with this for a couple of years now and just manually merging the accounts and history, was just hoping someone else had seen the issue and found a resolution since it is very time consuming to repair.

  • Bummer. Just to clarify, you can still allow users to submit requests via email, but disallow the ability to create an account via email.