sync with MS 365 keeps creating another user

[prfindlay]

I'm syncing dozens of people with 365 without issue, but one of them keeps getting an additional number allocated to them.

I'm tried disabling 365 sync. deleting the erroneous number, waiting half a day and re-enabling sync. as soon as I re-enable, the extra number comes back

any ideas why?

as far as I know, it uses firstname, surname and email address to match people? (all of which are identical for both entries)

 

[Alphabetic]

Make sure the UPN matches the email in 3cx.

you may want to powershell in to your 365 tenant and check the username.

 

[prfindlay]

thanks for the suggestion.

no, the UPN is not what the email is set to, but then my UPN is not the same as my email in 3CX either and it doesn't happen to me. In fact nobody's UPN is what has been set as their email on their user record in 3CX

the person in question has married since getting their username and the username is their maiden name, but I don't understand how 3CX could be using that information to get confused!

(our UPN is username@blah but our primary email addresses are firstname.surname@blah)

 

[prfindlay]

just to confirm, that changing the email to the UPN does indeed stop the duplication, but doesn't explain why none of the others are having the same issue.

 

[prfindlay]

I spoke too soon. It came back again. this time with the non-upn email associated with it