When someone on your team gets a different email address, it is important to update their email address in both the SSO Identity Provider and in Kanbanize.
If the email addresses are not updated, there is a chance for the user to get locked out of the instance or trigger the creation of a duplicate user account (in case auto-provisioning is enabled).
To avoid the creation of a duplicate user and to let the user keep the same user profile, follow these steps before the user activates the new email in Kanbanize:
1. Ask the user to create a Kanbanize password, if they don’t have it.
It is important that the user has a Kanbanize password in addition to their SSO password in order to confirm the email change later on.
2. Update the user’s email address in SSO IdP settings.
This will enable the new email address to use the same SSO and Kanbanize account.
3. Update user’s email in Kanbanize.
When SSO is enabled, users would not be able to change their own email addresses via the "My Account" menu, so their email would need to be changed by one of the Account Owners of the instance.
To do that, navigate to Account Administration-> User Management-> Users, locate the user and click on the 3 dots to edit the user and update their email address. This will send an email confirmation* link to the new email address of the user. The user will then have to use their Kanbanize password to confirm the email change to the new email.
It is crucial that the user does not confirm the new email before it is updated in the SSO IdP, otherwise, this will generate two Kanbanize users for the same person.
*Note: there is a dedicated security setting ("Do not send email confirmation upon email address change") that can be found in the Security & Audit section of the Account Administration menu.
If this setting is enabled for the Kanbanize instance, the user would not need to confirm the change of their email address and the change will be processed immediately.
In case you already have a duplicate user:
2. Locate the duplicate user (the one with the new email address) and delete it.
3. Locate the original user and follow the steps above. If you can’t access the original user profile, contact the Kanbanize Support team.
If a user can’t access their Kanbanize account or reset the password - please, contact the Kanbanize Support team at email@example.com.