Description

An Active Directory server has been Discovered by Clearwell for the first time or a periodic sync has been performed. Afterwards it is noticed that there are missing entries in the Employee List (entries in AD do not appear to have been synched with Clearwell) and/or there are unwanted entries in the Employee List (entries in AD that are not Users, but rather Computers or other Objects).

In both scenarios of either missing or incorrect data is almost always due to AD and not Clearwell. Verify by reviewing the ADCrawler log.

When undesired AD entries (conference rooms, printers, etc) are populated to the Employee List, the only way to remove them is by manually deleting them. At the moment there is no mechanism in place to filter objects in an AD sync within Clearwell and the sync can be thought of as an "all or nothing" scenario. If an object exists in the AD server, the expected result is that it will be populated in the Employee List.

Where certain User Objects are not being populated in the Employee List, it is usually the caused by the following series of events:

1 - The User was synchronized from AD successfully in the past.
2 - At some point, the User was manually deleted from the Employee List in Clearwell.
3 - During a re-synch of AD, the deleted User is not re-populated to the Employee List as expected.

This is due to the fact that the entry(ies) has(ve) been manually deleted and are not repopulated by the incremental sync normally run by Clearwell. This can be resolved one of two ways.

First, a full AD synch should be attempted. To perform a full sync, perform the following steps:

1 - Log into Clearwell with a System Administrator account.
2 - Navigate to System > Support Features > Property Browser.
3 - In the Name of Property to Change field, copy/paste the following: esa.employeemanager.directory.sync.crawler.enablefullsync
4 - In the New Value (leave blank to remove) field, enter the following value (case sensitive):
true
5 - Check the Confirm change. Are you Sure? checkbox and click the Submit button.
6 - Restart Clearwell services and perform an AD sync.
After the full sync (which will take longer than an incremental sync), verify that the once missing Objects are now populated in the Employee List. If they are populated as desired, reset the property in the above Step 3 back to a Value of false and restart Clearwell services for the final time.

If a full AD sync not resolve the issue, proceed to the next steps.

1 - Find the target User Object in Active Directory.
2 - Modify the User's Last Name and apply that change.
3 - Modify the User's Last Name back to the original name and apply that change.
4 - Resynchronize the Employee List with AD in Clearwell.

If neither of the above processes resolves the issue, please open a support ticket for assistance.