Email '...' is already taken error

Question:

After enabling authentication via SSO / AD, we get the "Email ... is already taken" error. How do we resolve it?

Answer:

JitBit Helpdesk normally automatically recognizes users and silently merges AD users with your local users. Sometimes the application is unable to do that, so it returns the error message.

To resolve this, look up the user by the email address on the Administration > Users page (use the Search tool if needed), open the user's profile for editing, then rename the user to the DOMAIN\user format to match the user's user name in your AD, and save the changes.

Repeat the same for all the users that are mentioned in the error messages.

Creation date: 2/23/2021 3:49 PM Updated: 12/27/2021 11:16 AM

Errors and solutions for Jitbit Helpdesk ticketing system