Background: The admin encountered an error when attempting to recreate a user account for a specific individual in ALM. ​ Despite purging the account and receiving HR feed data, the admin was unable to manually recreate/reactivate the account. ​ The admin reached out to the support team for assistance in resolving the issue.

• The support team acknowledged the ticket and assured the user that they would verify the user details in the backend records.
• An update was provided, stating that the expected behaviour after purging a user is for them to no longer appear anywhere and for the admin to be able to add them back. ​ However, in this case, the user was still appearing in the user clean up page and showing as inactive in the backend records. ​
• The ALM backend team was still investigating the issue and would provide an update once they concluded their investigation. ​
• The admin expressed concern about the timeframe for a purge to fully execute and the potential impact on urgent training needs. ​ The support team clarified the standard time to be 30 days for a complete purge to happen from all the databases of ALM. ​
• The admin shared that the email address was still showing on the user clean up page and expressed their intention to periodically check the status until the issue was resolved. ​
• The support team recommended editing user details in the user clean-up page to dummy details instead of purging them to avoid conflicts in the future when they are re-added to ALM.
• The support team continued to monitor the account to ensure the user was purged completely. ​
• The admin confirmed that the purge had completed, and they were able to reactivate the user’s ALM registration. ​

Resolution and Workaround: The issue was resolved after the purge completed, allowing the admin to reactivate the user’s ALM registration. ​ To avoid similar issues in the future, the recommended workaround is to delete users instead of purging them and then by editing user details in the user clean-up page to a different one, conflicts can be avoided, and users can be readded to ALM without impacting their learning history.

Conclusion: The case study highlights the challenges faced when recreating a user account in Adobe Learning Manager when a purge is done. Through effective communication and collaboration with the support team, the issue was successfully resolved. The recommended workaround provides a solution for future scenarios, ensuring a smoother user account management process in ALM.

Disclaimer: The information in this blog article is based on a real-life scenario but person/customer/business/organisation names have not been disclosed for privacy purposes.

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