Error "User name conflicts..." when adding a new user in Rally

Products

• CA Agile Central On Premise (Rally)
• CA Agile Central SaaS (Rally)

Issue/Introduction

When adding a new user to a Workspace in Rally (Agile Central), a warning message appears indicating that the username you are trying to add conflicts with another username already in use.

Warning: The User could not be saved. Please correct the errors identified below and click one of the "Save" buttons.

Under the User Name, you see another error: "That User Name conflicts with <User>@<Company.com>".

The error may also show as valueConflictsWithError

Cause

In Rally, all user names must be unique across all subscriptions. The user name is already associated within the subscription or another Rally subscription.

Resolution

In Rally, all usernames must be unique across all subscriptions and be created using an email format, i.e.  <User>@<Company.com>

• The username does not have to be a valid email address.
• The email address entered for the user does not have to be unique, allowing you to create the user with a variation of the user name, and keep the same email. 

If the user is not a Subscription Administrator in this account:

They will need to contact the Subscription Administrator of the subscription with the existing username to request this change.

If the user with the conflict is a Subscription Administrator in the Rally subscription:

Ask the user to log in to their existing Rally account and change the username being used there.  

They (or a Subscription Administrator) can do this by:

1. Click on their profile image in the top right corner
2. Select My Settings
3. Choose Edit Profile
4. Modify the username
   
   • it must follow the rules as stated above, but this will allow you to use the username in your subscription
   • changing the user name to something like user <User>@<Company.com> will allow the desired username to be reused
   • the e-mail address may remain the same as they do not need to be unique across all subscriptions
5. Click Save & Close

Additional Information

Table of Contents

• How can Support help with this issue?
  • Active Community/Starter Edition subscription conflict:
  • Inactive Community/Starter Edition subscription user name conflict:
  • Active subscription in same company user name conflict: 
  • Expired Trial / subscription in same company user name conflict:
  • Subscription for another company user name conflict: 

How can Support help with this issue?

In every scenario, the best way to handle these issues is for a Subscription Administrator to update the conflicting account’s user name by adding a character (i.e. <User>@<Company.com>). This is because deleting a user account that may be tied to work items or other data in a subscription can break those linkages to that data. Changing the User ID in the subscription won't break the linkages. 

However, in scenarios where the Subscription Administrator is unreachable, Support may be able to help by deleting the account. Again, this is not the preferred method as it can cause data issues. Below lists different scenarios:

Active Community/Starter Edition subscription conflict:

If the user name already exists in an active Community/Starter Edition subscription, the user really does need to go to the Subscription Administrator who can update the user name. However, if there is proof that:

• they are not getting assistance from the Subscription Administrator, or
• the Subscription Administrator no longer exists in the organization,

 then with the direct user’s written request and this data for validation/supporting arguments, Support can delete the unused/conflicting account.

Inactive Community/Starter Edition subscription user name conflict:

If the user name already exists in an inactive Community/Starter Edition subscription, Support can re-activate the subscription for a limited time so the Subscription Administrator can update the user name. However, there is proof that:

• they are not getting assistance from the Subscription Administrator, or
• the Subscription Administrator no longer exists in the organization, and
• the subscription has been inactive for greater than 12 months

then with the direct user’s written request and this data for validation/supporting arguments, Support can delete the unused/conflicting account.

Active subscription in same company user name conflict: 

If the user name already exists in an active subscription for the same company, the Administrator and/or the user with the conflict will need to work with the Subscription Administrator for the conflicting account. Support can provide the Subscription Administrator contact information for same-company contacts only.

Expired Trial / subscription in same company user name conflict:

If the user name already exists in an expired trial or inactive subscription for the same company, the Administrator and/or the user with the conflict should attempt to work with the Subscription Administrator for the conflicting account. Support can share the Subscription Administrator contact information for same-company contacts only, and activate the subscription for 48 hours to allow for user name updates.

If the user name already exists in an expired Trial or subscription for the same company, and

• the subscription has been expired for longer than 12 months, and
• the Subscription Administrator cannot be contacted to help resolve this issue (even with Support enabling the subscription for 48 hours to make this change) and
• if there is specific documentation from the user who has the conflict – NOT the Administrator that wants to add them,

then Support can delete the conflicting account.  

Subscription for another company user name conflict: 

If the user name already exists in an active subscription for a separate, other company, the user with the conflict will need to work with the Subscription Administrator for the conflicting account. Support cannot share the Subscription Administrator contact information for another company. That said, Support will reach out to the Subscription Administrator(s) of a separate company on the requestor’s behalf once via email.

In the event that the other company’s Subscription Administrator(s):

• is unreachable after one (1) attempt from Support, or
• is unwilling or unable to change the user name for the conflicting account,

the Subscription Administrator with the user name conflict will need to choose a different user name. Support cannot delete the conflicting user account, send any further requests, or share any contact information.

 **If the subscription is an inactive / expired subscription that is not Community/Starter Edition,  Support cannot reach out to contact that Subscription Administrator. The Subscription Administrator with the user name conflict will need to choose a different user name.

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