Issue / Question
In rare instances, we do encounter an issue with the addition of a box account through Fischer not being able to provision the account. In most cases, this is caused by the end user having used their ISU.edu email to create a personal Box account.
Environment
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Platform
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Audience affected
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Service Desk FT
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Box Admin
Cause
A user needing access may have created a personal Box account using their isu.edu email account.
Resolution
Box add error
To resolve this issue, we have to go through several steps:
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Go to the admin console
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Select Users & Groups
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Search the external users for the user username@isu.edu email account
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If the account is found, click on the three dots button
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Then click on the Invite to Join as a Managed User
We will need to wait until the customer accepts the invite to Join as a Managed User. Once this occurs, their account will be automatically moved to the Managed Users column. After we see the customer's account in Managed Users, we can then go back to Fischer and add the account to the user. This will make the attachment between Fischer and Box.
Another issue is when the system errors (Fischer box account add), and the customer does not appear in the External Users tab. In this instance, we need to add another step:
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Go to the admin console
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Select Users & Groups
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Click on + Users
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Type the user's full name as per Fischer
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Type the user's email account as per Fischer
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Go to Access permissions, scroll down to All users, and set the access level to member.
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Click the Add User button at the bottom of the + users section.
This will cause the system to error out and say that the user is already active in Box and ask if you want to send an invite to bring the user on as a managed user.
This will not notify you when the user accepts the invite, so watch both the ticket and check back with Box and do a managed user search.