Contact Sync not Inactivating Users that are Deleted from AD

Description:

The number of users deleted in AD is more than the threshold value allowed in Intelligent Service Management. This document describes how a Configuration Parameter controls this.

Question:

Contact Sync is adding users from AD, but not inactivating users that are deleted from AD. Why is it not disabling the users not in the AD Feed?

Answer:

There are two Configuration Parameters to check for this:

1. ACTIVE_DIRECTORY_USER_SYNC_DEPROVISION_USERS_NOT_IN_SOURCE: This parameter controls deprovisioning of self-service and non-administrative users (analysts) if they no longer exist in the Active Directory. If this parameter is set to 'No', then even if users are deleted in AD, it will not delete the users from Intelligent Service Management. To ensure that, if user is deleted in AD, then user must be made inactive in Intelligent Service Management also; set this parameter to 'Yes'.

2. ACTIVE_DIRECTORY_ USERS_SYNC_DEPROVISION_USERS_THRESHOLD: This parameter sets the upper limit for number of users that can be made Inactive (deprovisioned) during each execution of Contact Synchronization process. 
If more than these numbers of contacts are deprovisioned, the execution will stop and the process will be rolled back. 
The default value for this parameter is set to 10. So if in your Contact Sync cycle, there are 15 users who are showing up as deleted in AD, the number of deleted users are more than the threshold configured in Intelligent Service Management. Hence, the AD Sync will roll back. In order to deprovision or remove the users from Intelligent Service Management, you need to increase the threshold.You can do this by logging in to Intelligent Service Management with Administrator privileges and navigating to MANAGE > Tools> Configuration Parameters. Then search for this parameter and set the value to a suitable number.
 

Keywords: AD Sync; Users; Contact Sync;