General
Q: Can I have more than one SSO?
A: Currently, no.
Q: Can I have more than one integration running?
A: Yes, it is possible. Please reach out to us via [email protected] to hear more about this.
Q: Can I use both the Integration hub and have another integration running at the same time?
A: Yes! Again, this will be a custom setup. The first integration would be on the Integration hub, set up and controlled by you, and the second integration would be set up and controlled by us. With this setup, the "deactivate user" setting does not work, and you need to use the "Last Day" field instead.
Q: Can I have more than one integration in the Integration Hub?
A: It is possible with restrictions. Please read this article, for more information: Integrations: Having more than one | Learningbank Help Center
Q: Do you support users from multiple tenants? Can you synchronise users up in Learningbank from multiple Microsoft tenants?
A: Yes, we can!
Sync & Setup Behavior
Q: What is the skip list/exclude list?
A: Users on this list will not be affected by the integration when it syncs.
Q: What data updates automatically in the Integration Hub?
A: This depends on your settings. Read more about them here.
Q: How often does the integration sync?
A: This depends on the integration you use, but if it is a standard one in the Integration hub, it happens roughly after 3-4 hours.
Q: How do I get the integration to deactivate users?
A: There are more than one way to do this. The first one is using Last Day for your users and the other one is to toggle the "deactivate user" setting on in the integration hub. Read more on both options here: "Integration Hub: Managing User Deactivation".
Q: I want to make changes to the integration setup - can I do that myself?
A: If you have a standard integration, you can manage it in the Integration Hub. However, if you have a custom integration, reach out to [email protected] and we'll assist further.
Users & Sync Troubleshooting
Q: I have set up the Integration hub, but I can't see my users anymore. What do I do?
A: Contact [email protected], and we will give you your access back and add you to the excluded list.
Q: I have too many users in my platform after setting up my Integration hub. How come?
A: You will most likely need to include users through a security group to get only the ones you need in the integration. Once this is done, you can manually remove the extra users or have the integration deactivate users who do not fit the group by activating this setting.
Q: I create my users with their private email initially, can I swap the email to their work email?
A: For any integration set up in the Integrations Hub, there's always an ID associated with the user. This means that if the user is initially created with a personal email and then switched to a work email, we can easily support this transition as long as the email address change happens in the same field.
Q: Why is my user not showing up in Learningbank?
A: This usually means the user is not being picked up by the integration.
Check the following:
Confirm that the user is active in the source system.
Check that the user is included in the correct security group, department, job profile, permission, or other setup used for the integration.
Check that the user is not excluded directly by id or email or through an exclude rule, such as excluded security group, department, job profile, permission, or other setup used for the integration.
If the user was created recently, wait for the next sync. Integrations in the Integration Hub sync every 4 hours.
If everything looks correct and the user still does not appear in Learningbank, please contact us.
Q: Why is my user being excluded from the integration?
A: This usually means the user matches one or more exclude rules in the integration setup.
Check the following:
Check whether the user is excluded through a permission, department, job profile, security group, or another exclude rule.
Check whether the user is excluded directly on id or email.
Check whether the same user matches both an include rule and an exclude rule, for example being included by email but excluded by department.
If the setup looks correct and the user is still being excluded, please contact us.
Q: Why do I see duplicate users or an old account for the same person?
A: This usually means the same person exists with conflicting or outdated identifying data.
Check the following:
Check whether the person already exists in Learningbank under another email address, username, or general old account with older data.
Check whether the user was recreated in the source system instead of updated.
Check whether more than one account exists for the same person in the source system.
Check whether the user’s email address was changed while an old identifier is still being used.
If you suspect duplicate or conflicting user data, it is possible to delete one of the users, if they do not contain learning data. Deleting the conflicting user, can sometimes have the integration solve it.
If you are still experiencing issues, or both users contain learning data, please contact us.
Q: Why is my user not being updated in Learningbank?
A: This usually means the identifying data in the source system does not match the identifying data in Learningbank.
Check the following:
Check whether the user’s email, username or ID has changed recently.
Check whether the user was created manually in Learningbank with different identifying data.
Check whether the identifier used by the integration still matches the user’s current data in the source system.
Check if there exist an older / duplicate user, with the same data.
If the identifying data does not match and you are unsure how to correct it, please contact us.
Q: Why is my user inactive or deactivated?
A: This usually means the user is marked as inactive in the source system, or the integration is syncing the user as inactive.
Check the following:
Confirm that the user is active in the source system.
Check whether the user was recently deactivated and reactivated, where the integration possibly have not synced.
Check whether the user’s data in the source system is marked as terminated, inactive, or has an end date.
If the user should be active but still appears inactive in Learningbank, please contact us.
Q: Why is my user in the wrong department, or why is the organizational structure not syncing as expected?
A: This usually means the department or organizational data from the source system is not being read as expected.
Check the following:
Check that the integration is set to change user departments.
Check whether the department name contains hidden or non-visible characters, such as BOM characters, extra spaces, or other formatting characters.
Check whether the department exists in the source system as expected.
Check whether the user is placed in the correct department in the source system.
Check whether there are duplicate departments or an incorrect department structure in the source system.
If the department setup looks correct and the sync still does not behave as expected, please contact us.
Q: Why is my user's permission or job profile not syncing as expected?
A: This usually means the value in the source system does not match what the integration expects.
Check the following:
Check that the integration is set to change job profiles and permissions.
Check whether the user has the expected permission or job profile in the source system.
Check whether older values were previously stored in another field and later changed.
If the values look correct but the user is still syncing incorrectly, please contact us.
Integration Status & Errors
Q: What does the 'invalid' status mean in Integration Hub?
A: It means that the credentials used for the integration are no longer valid. To resolve this, you should update the credentials.
Q: My integration in the Integration hub used to be active and green, but now it is red and invalid. How do I fix that?
A: Your credentials need to be updated by clicking the "Update credentials" button and following the steps on your screen.
Q: My integration in the Integration hub used to be active and green, but now it is grey. How do I fix that?
A: Your integration is disabled, and you can enable it by swiping on the enable button.