How to Safely Update User Email Addresses After Domain Migration with SSO (Okta/SAML) in Decisions

RichterBell
RichterBell
in Installation / Setup
Hi all,

We recently migrated our user email domains and use SSO (Okta/SAML) for authentication in Decisions. After the migration, some users are unable to access their existing requests, and notifications are still being sent to their old email addresses. In some cases, updating the email address in Decisions has resulted in duplicate user accounts after SSO login.

Could anyone advise:
• The best way to update existing user email addresses in Decisions without creating duplicate accounts?
• Whether this can be done in bulk for multiple users or open cases?
• Any constraints or best practices to ensure a smooth transition?

Thanks in advance for your help!

Comments

  • MalikBackman_Decisions
    MalikBackman_Decisions
    edited 3:24PM
    Hello,

    When user email domains change, Decisions may create duplicate accounts if SSO (Okta/SAML) attributes (like email or unique ID) don’t match existing records. This happens if Okta is still sending the old email/username to Decisions during SSO login.

    Migration Steps:

    1. Coordinate with Okta Team:
     * Confirm which user attributes (email/username) Okta sends to Decisions during SSO login.
     * Update Okta application settings to ensure the new email domain is sent to Decisions before making changes in Decisions.

    2. Bulk Update User Emails in Decisions:
     * Use a Decisions Flow to fetch users, check for the old domain, and update to the new domain.
     * If you would like assistance building out Flow logic to address this, please contact your Customer Success Manager to discuss a possible Professional Services engagement.

    3. Test the SSO Login:
     * Perform UAT to ensure users can log in with the new email and access historical records.

    4. Monitor for Issues:
     * Ask users to report any access or notification issues after the update.

    Best Practices:
     * Do not update user emails in Decisions until Okta is configured to send the new domain.
     * Coordinate timing between Okta and Decisions changes to avoid duplicate accounts.
     * Communicate with users about the timing and expected changes.

    Relevant Docs:

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