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All officers are deleted by the Directory import functionality when the license count is exceeded

Symptoms

  • All officers are deleted by the Directory import functionality when the license count is only exceeded by a few officers
  • A higher number of officers than expected is deleted after an import through Active Directory

Resolution

This issue occurs if one or more officers have been imported beyond the license count. The template officer (on which the officers created are based) is of type IPK Officer (Service Desk Officers) or Workflow Officers. The license is of type Combined Officers, and the logic is then unable to match the template against the license. Therefore, all officers are deleted.
 
To resolve this issue:

  1. Remove the extra officers from the Directory Groups mapped in VMware Service Manager and VMware vCloud Request Manager so that a number of officers lesser or equal to your license count is imported.
  2. Run a full scan.

At this point all the previous officers are restored, but the extra officers are not imported. To import those additional officers, you need to purchase a new license key that allows for more seats.

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