Genesys Cloud - Main

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address. 
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------

I don't think you can change the email address for a user, changing the email address would result in a new user.

Because you can have 2 people with the same name in a company, but would expect their email addresses to be different, so email is the unique thing about them, not their name. 

So if you change the email address how would Genesys know if that is a new person with the same name or an existing person with a different email?
So makes sense that changing the email address will create a new person.

You should be able to change a name though as long as the email address remains unchanged.

------------------------------
Anton Vroon
KiwiBank
------------------------------

Original Message:
Sent: 12-27-2021 11:05
From: Keith Leap
Subject: Updating existing users Via Bulk Import

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address.
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------

Thanks Anton, 
The issue seems to be hit or miss, So I believe that the bulk upload will  update an email address. I have case open with support. They believe it may be a case of the file format being wrong.

------------------------------
Keith Leap
Atlantic Broadband
------------------------------

Original Message:
Sent: 12-29-2021 22:14
From: Anton Vroon
Subject: Updating existing users Via Bulk Import

I don't think you can change the email address for a user, changing the email address would result in a new user.

Because you can have 2 people with the same name in a company, but would expect their email addresses to be different, so email is the unique thing about them, not their name.

So if you change the email address how would Genesys know if that is a new person with the same name or an existing person with a different email?
So makes sense that changing the email address will create a new person.

You should be able to change a name though as long as the email address remains unchanged.

------------------------------
Anton Vroon
KiwiBank

Original Message:
Sent: 12-27-2021 11:05
From: Keith Leap
Subject: Updating existing users Via Bulk Import

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address.
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------

HI Keith

For this type of thing you might have more success using the API/CLI through something like PowerShell etc as those things allow you to use a GUID to identify a user as opposed to email address.

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 12-30-2021 08:14
From: Keith Leap
Subject: Updating existing users Via Bulk Import

Thanks Anton,
The issue seems to be hit or miss, So I believe that the bulk upload will  update an email address. I have case open with support. They believe it may be a case of the file format being wrong.

------------------------------
Keith Leap
Atlantic Broadband

Original Message:
Sent: 12-29-2021 22:14
From: Anton Vroon
Subject: Updating existing users Via Bulk Import

I don't think you can change the email address for a user, changing the email address would result in a new user.

Because you can have 2 people with the same name in a company, but would expect their email addresses to be different, so email is the unique thing about them, not their name.

So if you change the email address how would Genesys know if that is a new person with the same name or an existing person with a different email?
So makes sense that changing the email address will create a new person.

You should be able to change a name though as long as the email address remains unchanged.

------------------------------
Anton Vroon
KiwiBank

Original Message:
Sent: 12-27-2021 11:05
From: Keith Leap
Subject: Updating existing users Via Bulk Import

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address.
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------

Vaun,
Thanks for the for the info.
Genesys support did confirm Anton's position that you can not update the email address via the bulk import.
Here the solution  Genesys proposed

You can extract the list of users and save as csv using the API explorer facility and running the
get /api/v2/users
Default output is 25 record per page, you can change that to something bigger like 100 so you will have less page output to output.
The json output can be parsed through something like jq
I use jqplay.org 35 site to test filters
To get a csv containing the userId, userName and email you can run a filter like:
jq --raw-output '.entities[] | [.id , .name,.email] | @csv'
The update requires several steps.
I have used the "user PATCH" for every users using: patch /api/v2/users/{userId}
I have run a basic test with only the email and the version, however would advise you run a test to check the user update process doesn't loose the other user parameters.
If you can get access to basic script features (like bash) you can run something using cURL and the csv values .
Otherwise (and simply for some) just develop a code to do all the above.

Thanks for the help.


------------------------------
Keith Leap
Atlantic Broadband
------------------------------

Original Message:
Sent: 12-30-2021 15:02
From: Vaun McCarthy
Subject: Updating existing users Via Bulk Import

HI Keith

For this type of thing you might have more success using the API/CLI through something like PowerShell etc as those things allow you to use a GUID to identify a user as opposed to email address.

------------------------------
Vaun McCarthy

Original Message:
Sent: 12-30-2021 08:14
From: Keith Leap
Subject: Updating existing users Via Bulk Import

Thanks Anton,
The issue seems to be hit or miss, So I believe that the bulk upload will  update an email address. I have case open with support. They believe it may be a case of the file format being wrong.

------------------------------
Keith Leap
Atlantic Broadband

Original Message:
Sent: 12-29-2021 22:14
From: Anton Vroon
Subject: Updating existing users Via Bulk Import

I don't think you can change the email address for a user, changing the email address would result in a new user.

Because you can have 2 people with the same name in a company, but would expect their email addresses to be different, so email is the unique thing about them, not their name.

So if you change the email address how would Genesys know if that is a new person with the same name or an existing person with a different email?
So makes sense that changing the email address will create a new person.

You should be able to change a name though as long as the email address remains unchanged.

------------------------------
Anton Vroon
KiwiBank

Original Message:
Sent: 12-27-2021 11:05
From: Keith Leap
Subject: Updating existing users Via Bulk Import

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address.
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------

The need to update an email address is atypical and therefore not supported via the bulk update as it is used as the key. If you need to perform other admin activities in bulk I would highly recommend becoming familiar with the Command Line Interface - https://developer.genesys.cloud/blog/2021-02-11-Introducing-the-CLI/

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 12-30-2021 15:41
From: Keith Leap
Subject: Updating existing users Via Bulk Import

Vaun,
Thanks for the for the info.
Genesys support did confirm Anton's position that you can not update the email address via the bulk import.
Here the solution  Genesys proposed

You can extract the list of users and save as csv using the API explorer facility and running the
get /api/v2/users
Default output is 25 record per page, you can change that to something bigger like 100 so you will have less page output to output.
The json output can be parsed through something like jq
I use jqplay.org 35 site to test filters
To get a csv containing the userId, userName and email you can run a filter like:
jq --raw-output '.entities[] | [.id , .name,.email] | @csv'
The update requires several steps.
I have used the "user PATCH" for every users using: patch /api/v2/users/{userId}
I have run a basic test with only the email and the version, however would advise you run a test to check the user update process doesn't loose the other user parameters.
If you can get access to basic script features (like bash) you can run something using cURL and the csv values .
Otherwise (and simply for some) just develop a code to do all the above.

Thanks for the help.


------------------------------
Keith Leap
Atlantic Broadband

Original Message:
Sent: 12-30-2021 15:02
From: Vaun McCarthy
Subject: Updating existing users Via Bulk Import

HI Keith

For this type of thing you might have more success using the API/CLI through something like PowerShell etc as those things allow you to use a GUID to identify a user as opposed to email address.

------------------------------
Vaun McCarthy

Original Message:
Sent: 12-30-2021 08:14
From: Keith Leap
Subject: Updating existing users Via Bulk Import

Thanks Anton,
The issue seems to be hit or miss, So I believe that the bulk upload will  update an email address. I have case open with support. They believe it may be a case of the file format being wrong.

------------------------------
Keith Leap
Atlantic Broadband

Original Message:
Sent: 12-29-2021 22:14
From: Anton Vroon
Subject: Updating existing users Via Bulk Import

I don't think you can change the email address for a user, changing the email address would result in a new user.

Because you can have 2 people with the same name in a company, but would expect their email addresses to be different, so email is the unique thing about them, not their name.

So if you change the email address how would Genesys know if that is a new person with the same name or an existing person with a different email?
So makes sense that changing the email address will create a new person.

You should be able to change a name though as long as the email address remains unchanged.

------------------------------
Anton Vroon
KiwiBank

Original Message:
Sent: 12-27-2021 11:05
From: Keith Leap
Subject: Updating existing users Via Bulk Import

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address.
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------

Thanks Don. I will check that out.

------------------------------
Keith Leap
Atlantic Broadband
------------------------------

Original Message:
Sent: 01-03-2022 11:31
From: Don Huovinen
Subject: Updating existing users Via Bulk Import

The need to update an email address is atypical and therefore not supported via the bulk update as it is used as the key. If you need to perform other admin activities in bulk I would highly recommend becoming familiar with the Command Line Interface - https://developer.genesys.cloud/blog/2021-02-11-Introducing-the-CLI/

------------------------------
Don Huovinen
Genesys - Employees

Original Message:
Sent: 12-30-2021 15:41
From: Keith Leap
Subject: Updating existing users Via Bulk Import

Vaun,
Thanks for the for the info.
Genesys support did confirm Anton's position that you can not update the email address via the bulk import.
Here the solution  Genesys proposed

You can extract the list of users and save as csv using the API explorer facility and running the
get /api/v2/users
Default output is 25 record per page, you can change that to something bigger like 100 so you will have less page output to output.
The json output can be parsed through something like jq
I use jqplay.org 35 site to test filters
To get a csv containing the userId, userName and email you can run a filter like:
jq --raw-output '.entities[] | [.id , .name,.email] | @csv'
The update requires several steps.
I have used the "user PATCH" for every users using: patch /api/v2/users/{userId}
I have run a basic test with only the email and the version, however would advise you run a test to check the user update process doesn't loose the other user parameters.
If you can get access to basic script features (like bash) you can run something using cURL and the csv values .
Otherwise (and simply for some) just develop a code to do all the above.

Thanks for the help.


------------------------------
Keith Leap
Atlantic Broadband

Original Message:
Sent: 12-30-2021 15:02
From: Vaun McCarthy
Subject: Updating existing users Via Bulk Import

HI Keith

For this type of thing you might have more success using the API/CLI through something like PowerShell etc as those things allow you to use a GUID to identify a user as opposed to email address.

------------------------------
Vaun McCarthy

Original Message:
Sent: 12-30-2021 08:14
From: Keith Leap
Subject: Updating existing users Via Bulk Import

Thanks Anton,
The issue seems to be hit or miss, So I believe that the bulk upload will  update an email address. I have case open with support. They believe it may be a case of the file format being wrong.

------------------------------
Keith Leap
Atlantic Broadband

Original Message:
Sent: 12-29-2021 22:14
From: Anton Vroon
Subject: Updating existing users Via Bulk Import

I don't think you can change the email address for a user, changing the email address would result in a new user.

Because you can have 2 people with the same name in a company, but would expect their email addresses to be different, so email is the unique thing about them, not their name.

So if you change the email address how would Genesys know if that is a new person with the same name or an existing person with a different email?
So makes sense that changing the email address will create a new person.

You should be able to change a name though as long as the email address remains unchanged.

------------------------------
Anton Vroon
KiwiBank

Original Message:
Sent: 12-27-2021 11:05
From: Keith Leap
Subject: Updating existing users Via Bulk Import

When performing a bulk import and selecting the Update existing people option. The system will sometimes create a new user instead of updating the existing user.
I am specifically updating the email address.
I used the Genesys Cloud template and only entered data in the name and email address columns.
The first time I ran the import, the email address of the existing user was updated.
When I ran the import again with the new email a new user was created with Collaborate license and the Home division, and the existing user was not updated.
I also have an existing agent that every time I attempted to update the email address via the bulk import a new user user was created.
Has anyone run into this issue before?

#SystemAdministration

------------------------------
Keith Leap

------------------------------