CSM - Contacts

[akkkiii95]

Hi All,

I have a CSM question. All contacts from CSM are automatically visible under the sys_user table, as contacts are an extension of the user table. However, in some cases, a contact record and a user record share the same email ID. As a result, when the user tries to sign in using SSO, the system picks up the contact record first, since the email ID is the same, and this prevents the user from logging in. Have you encountered this issue before, or do you know how it can be prevented, or is there a way to avoid contacts appearing under the user table?

[GlideFather]

Hi @akkkiii95,

have you tried this? User Class >>>> Contact

And the same for Company Class >>> Account

[Ankur Bawiskar]

@akkkiii95 

why would a contact record and sys_user share same email ID?

Both are actually different users.

CSM Contact user is the contact belonging to the Account and Users are the agents working on the cases/incidents etc

If both have same email then you might have to update OOTB script includes related to SSO

Also you might have to customize the login process

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@akkkiii95 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Pandachan]

Similar to what others have said, there shouldn't really be any occasion where a Contact and a User have the same email and/or user id. Even if I was a customer of the company I was also working for, I would use my personal email for the Contact record and my work email for the User record.

I recommend implementing a before insert business rule to check if the email and/or user id already exists in the system, and if so, alerting the user that a Contact/User already exists with that email address and abort the insert. For the duplicates that already exist, you'll need to figure out which one is correct (either the Contact record or the User record) and update the other as required.