People Import (API) setting User Active = False

Since August I noticed that the number of Inactive TDX user accounts has increased and it appears to be from the people import.  We typically do not set any account to inactive because it created duplicate account the next time a user signs in to create a ticket. We are using the API and do not have the Active column in our import file.

What could be the cause?

Asked by Scott Cory on Wed 9/25/24 4:01 PM Last edited Wed 9/25/24 4:01 PM
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Answers (2)

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Scott Cory Wed 9/25/24 5:33 PM Last edited Wed 9/25/24 5:33 PM

I am attaching the .xlsx file with column headers only.

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The user in the example was on the import 9/12 with a User Type of "Customer" - Scott Cory Wed 9/25/24 5:38 PM
I don't see anything obvious that shows why the user should have been deactivated based on the headers there.

If you submit a support ticket with names of users you believe were updated by imports where the imports weren't configured to allow Is Active changes, we can have Engineering review. - Mark Sayers Thu 9/26/24 9:31 AM
Incident #26553315 created. - Scott Cory Thu 9/26/24 12:30 PM
Mark Sayers Wed 9/25/24 4:32 PM

Hi Scott,

Your import file from 9/12 (which was processed on the morning of 9/13) *seems* likely to be the cause of this issue, though I do see that you had the flag for "Allow Active Status changes" set to "no". Do you happen to still have a copy of that file though to see what the Is Active column was there and if so, what it was set to?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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