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Users in Contact List Cannot Self-Register

PostPosted: Tue Oct 07, 2003 3:12 pm
by fsgv_itmanager
Hello,

We have just bought and installed Asset Navigator Pro, Medium Business Pack. All is working well except for the self-registration of users on the Web Help Desk. We are using the Access tables. The database and the web server are on the same machine. I populated AN's list of contacts by importing them from an Excel table. I then used Access to set all of them to "Employee" and "Active".

We are setting up the User's Web Help Desk without the link to AD as we want users working out of tiny offices and their homes to be able to be able to submit tickets. However, when I try to register as a user who already exists in the Contacts list I get the error:


Web End user "User Name" already registered. Please contact your Help Desk Manager or Administrator.


What are we doing wrong?

Thanks,

Wayne Stewart
IT Manager

PostPosted: Wed Oct 08, 2003 10:32 am
by ers
up
I have same problem since i have installed the 4.2.3

PostPosted: Thu Oct 09, 2003 11:54 am
by mhull
We are aware of the conflicts that may occur between imported contact records and self-registration. We will be eliminating these conflicts in an upcoming maintenance release.

PostPosted: Thu Oct 09, 2003 4:43 pm
by fsgv_itmanager
Thanks for the response. Any idea when the service release will be available??

BTW - Very impressive product you guys have here!

Thanks,

Wayne

PostPosted: Thu Oct 16, 2003 3:16 am
by ers
up up

PostPosted: Thu Oct 16, 2003 10:49 am
by mhull
We are currently considering how to reimplement the relationship between self-registration and existing database entries. We will definitely be changing the behavior of the email field somewhat, so that if an entry already exists in the DB with a blank email address, the entry can be updated with whatever email address the user enters in.

However, error messages should continue to occur if an email address already exists in that user's contacts record, and the user enters a different one in self-registration. The only alternative is for Asset Navigator to blindly accept whatever email address the user enters. In general, the user is more likely to be in error than the information in the database.

Also, be aware that it is possible to change the error messages that the user sees, at least in the latest Asset Navigator version. Error texts are located in resources.dict in the bin folder of the help desk installation.
By altering MSG_UM_UNUNIQUE_WEB_USER, you can make sure a message appropriate for your organization appears. For instance, if your company's email addresses are constructed in a standard way, you could describe it here to help users correct their entries.

PostPosted: Thu Oct 23, 2003 3:53 am
by ers
that doesn't work.

PostPosted: Thu Oct 23, 2003 10:16 am
by mhull
please clarify

PostPosted: Tue Oct 28, 2003 9:35 am
by ers
Web End user "JOC CAMIER John" already registered. Please contact your Help Desk Manager or Administrator.


I've update to 4.2.4, but same message :-(
This user doesn't exist in my web helpdesk user, only in contacts table. What can i do ?

PostPosted: Tue Oct 28, 2003 5:09 pm
by mhull
If he already exists in your contacts table, you need to make sure the information entered into the self-registration dialog -exactly- matches whatever is already in the DB.

Re: Users in Contact List Cannot Self-Register

PostPosted: Thu Apr 09, 2009 9:20 am
by jparker
I have the same problem but only for users whose contact info has no email address. Do i need to manually add email address' for all contacts that lack one in order for the users to self register for the help desk site?

Re: Users in Contact List Cannot Self-Register

PostPosted: Tue Apr 28, 2009 10:32 am
by janstonselig
jparker wrote:I have the same problem but only for users whose contact info has no email address. Do i need to manually add email address' for all contacts that lack one in order for the users to self register for the help desk site?


The quote below (from 2003) talked about how a reimplimentation of the behavior was going to be considered, but maybe it was never 'considered' to be changed. It makes me think if it wasn't, your assumption may be accurate.

mhull on Thu Oct 16, 2003 9:49 am wrote:We are currently considering how to reimplement the relationship between self-registration and existing database entries. We will definitely be changing the behavior of the email field somewhat, so that if an entry already exists in the DB with a blank email address, the entry can be updated with whatever email address the user enters in.


I haven't used version 4 in some time, but I have messed with Alloy Navigator 5's self registration and I didn't have these same issues. Can you import people's e-mail addresses from an Excel spreadsheet? That'd save time.