Cachebuilder Error Message : Unable to locate user
We have a user in our company, whose username got changed in Active Directory.
Of course a new user in SCSM has been created. We deleted the old one, changed the relationships etc. etc.
Now we have the situation, that we get the following error in the cachebuilder log:
2022-11-16 09:36:30,897, WARN [ 17]: Unable to locate user: engel\OLDUSERNAME from group: company\domain users, in role: End User Service Request Editor Role
The old username is no longer present in Active Directory so I wonder where this username comes from.
We tried deleting the user from the config items, set back the watermark, cleared the ci$user and lastmodified table multiple times, but the error message reappears everytime.
When I execute the spCheck_UserRequestOfferingPermissions stored procedure with the new username (how it is stored inside AD and scsm) on a request offering, where all our users ("domain users" group in AD) should have permissions, I get back:
DOES NOT Have Permission to Access Request Offering with ID: 8E68564E-00F4-FE18-CA0A-0DB9606220FF
- DOES NOT Have Permission to Access Parent Service Offering with ID: 8E68564E-00F4-FE18-CA0A-0DB9606220FF and Title: SO NAME
Same goes for Work Items, as for this user no scope is created.
The user cannot work in the IT portal right now, as he sees no request offerings.
Why does the cachebuilder still goes for the old username when the old user is no longer present in AD, nor in SCSM. I thought the Cachebuilder service directly gets the users from AD and compares it with the user objects in the database?