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Users that are moved to FedRAMP get periodic emails stating user account is disabled

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Article ID: 242658

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Updated On:

Products

CA Agile Central SaaS (Rally) CA Agile Central On Premise (Rally) Rally Perpetual Hosted

Issue/Introduction

After having moved from commercial to FedRAMP, some users are periodically receiving emails stating their user accounts are disabled.

The email reads as follows:

Hi <[email protected]>

Your Rally account has been disabled. If you need access, please follow your internal process and contact the appropriate party or group responsible for managing Rally in your organization.

This automated message was sent to you as a result of your organization deactivating your Rally account.

 

Environment

Release : SAAS

Component :

Cause

This can be caused when the commercial subscription is still enabled and the user has clicked an outdated bookmark that directs them to their commercial subscription.

Resolution

There are two solutions to this issue:

  • Deactivate the commercial subscription.

If the subscription is still active and is ready to be disabled then a support ticket can be opened to have the subscription disabled

  • Rename email addresses for all disabled user accounts. 

This action can be performed by the Rally team if there are a large number of users, however a support ticket needs to be opened for this operation.