Issue (symptom, problem, or question)
The customer cannot get the single sign-on to work - he stated that it logs him in under a different name.
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It's populating with first name "John" and last name "Becker-Jr". I am a junior so that's probably why the -Jr is being added. It is also populating the email address with john.e.becker-jr@boeing.com .
When I signed up I just used "John" "Becker" and I used my private personal email address jeb.jr@outlook.com ."
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User's issue was due to a discrepancy in our eligibility file vs their SSO. When they logged into onboarding using sso it pre-populated the last name section with "becker-jr." however we only had "becker" on the eligibility file. Walked the user through correcting this and was able to get him onboarded a coach.
Environment
Boeing Onboarding, SSO
Resolution
Hi, Client
Thank you for this information. It sounds like you initially created an account with your personal email address, and then afterward tried to log into that account using SSO. However, because your personal address is not tied to your company's SSO portal, our system assumed you were trying to create a new account, which is why your Boeing email and formal name populated in those fields.
In order to access the account you initially created, all you have to do is go to your Mobile app and choose Login or, if you are using web, go to https://vida.com/clients.
Please be sure to use your first email address and password to log in so you can access your original account.
We will now clear the second account from our system to avoid confusion.
Please let me know if you have any additional questions or concerns at this time.
Cause (Show your Work)
The user created an account at 6 am using their personal email address. Then at 6:30am they trying to use SSO to sign into that account, however, because their personal address is no associated with Boeing's SSO, the system assumed the user was trying to create a new account and brought him to the account creation page where it then populated his name and Boeing email address as it is shown in the eligibility file.
If a user creates an account with a personal email address, they will not be able to log in with SSO, they will need to use their email address and password in order to log into their account.
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