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Texada Identity Service - Troubleshooting

How to troubleshoot common issues with the Texada Identity Service (TIS).

In This Article

Introduction

This article describes common issues you may encounter when using the Texada Identity Service (TIS). For general information on TIS, please see About The Texada Identity Service.

Unable to Update a User’s Email Address

Symptoms

When attempting to update a user’s email address in one Texada product, an error indicating that the email address is already in use or cannot be assigned is encountered.

Why This Happens

This error may occur in situations where a user has access to multiple Texada products, including Service Management, Rental Management, and Financials, Equipment CRM, Service Management CD, and/or WorkFlow. Any combination of these products may result in this issue.

In TIS, email addresses must be unique as they are used to identify a single user across all Texada products.

If the same person exists in two products with different email addresses, TIS treats them as two separate users. When you later attempt to change one account to use the correct email address, TIS prevents the update because that email address is already associated with another user.

Example: Joe Hawley is a user in both Equipment CRM and Service, Rental, and Financials (SRF). His email address in Equipment CRM is joe.hawley@gmail.com. His email address in SRF is jh546@sympatico.ca, which is an old, unused address. He tries to update his SRF email address to joe.hawley@gmail.com, but encounters an error telling him the email address is already in use.

Solution

Follow the steps below to correctly link the user across products.

  1. Disable the User with the Incorrect Email
    In the product where the user’s email address is incorrect, disable the user’s account.

    Note: Post-TIS migration, users will no longer be able to update their account information in Service, Rental, and Financials (Classic). Instead, these changes must be made in Service, Rental, and Financials (Next). 
  2. Create a New User with the Correct Email
    In the same product as step 1, add a new user using the correct email address. If that email address already exists in TIS, the system will automatically associate the new user with the existing TIS account. This ensures the user is recognized as one individual with access to multiple Texada products, rather than as separate users.
  3. Repeat For Additional Products
    If the user has access to 3 or more Texada products, repeat steps 1 and 2 for each product in which the user’s email address is incorrect.

After completing these steps, the user will have a single TIS account, and the same login will work across all applicable Texada products.

If you continue to experience issues after following these steps, please contact Texada Support.