Understanding and Working with Users - FAQ's – CloudRadial

This article covers how CloudRadial syncs users and what user statuses mean inside the portal.

What does a strikethrough mean when viewing a user?

Strikethroughs appear when the login disabled button is checked on the user's profile. This means that the user cannot log into the portal. However, their data will be used in reporting. Currently, we cannot report on users who are not in the portal. You can set this feature manually by editing the user or using type mapping to disable the account when the account is created.

Where is my user syncing from?

CloudRadial can get users from five different places.

Manual
- These users have been created manually with the +add button in Usage > Users. This must be done within the client's portal.
IT Provider
- If the source says IT Provider, the user has been created from the PSA. You will also see a PSA Key if looking at the user from the Partner > Clients > Users tab.
Office 365
- Users who are synced from Office 365. One thing to note is that if there is a PSA key, this user has been combined with an IT Provider user with a matching email.
Log in
- This is for users who have hit the domain matching criteria and a JIT account has been created.
Google
- Users who are synced from Google as a source.

My users are not syncing correctly; what can I check?

For this, you want to start at Partner > Client > Users tab. This will give a list of all users and the associated companies. This is the part of the portal you want to look into if there are user issues because it shows you a broad overview. Often, duplicate users will be found here or duplicate users in multiple companies, which can throw some things off. It's best to search using the email column, as this is where we start getting user information.

Exclusions
- Check exclusions for domain matches and
License Exclusions
- In Usage > Licenses, you can set a certain license type to be excluded from the portal. Please ensure the user is not part of this license group.
Incorrect settings
- Check Partner > Clients > Edit Client
- Can you confirm the client is set up as you expected? Often, partners will do the initial setup and then later have a user who is not coming over. After looking at their settings, it will be clear why this user doesn't come over (not licensed, Filtered, or excluded)
Is O365 Connected, and is the correct Tenant ID entered?
- Sometimes, when copying and pasting new clients, the wrong Office 365 Tenant ID is entered, and the incorrect portal gets synced over. See the Remove O365 users section for instructions on how to remove these entries.

How to Remove Duplicate Users

There are three ways to remove duplicate users;

Wait for the nightly sync. During the nightly sync, users are combined if a matching email is found. This can potentially take more than one night.
Run the lab for all clients. The lab is found in Partner > Account > Labs tab > Users section.
Run the Client-specific lab found in Partner > Clients > View Client > Labs Tab.
- This will remove the duplicates from the specific Clients.