Symptom
When a user is being provisioned in Groupware Settings or when try to use a specific Email for the user, they get the following error : ISS-084: Values for settings graphuserid lead to duplication of identity for some employees.
Environment
SAP Sales and Service Cloud Version 2
Cause
The conflicted user with that particular email address is used/active in a different system.
Resolution
Since identity validation works in cross-tenant mode, the error occurs. This is the expected behaviour.
Steps to Resolve:
- Execute "Clear Identity Settings" on the old user records.
- Completely delete the user record from the other system.
Keywords
KBA , CEC-CRM-GW , Groupware for SAP Sales/Service Cloud , Problem
Product
SAP Sales Cloud and SAP Service Cloud Version 2 1.0