unable to merge user

Marvin Daniels

We are going through a domain change. We're retiring two domains and migrating everyone into a new domain. All domains are validated and, to date, we've merged 930 users.

However, when I attempt to use 'Merge User' on myself, it fails. Initially I tried adding my new email address manually, with the plan to promote that email to primary, but it would not allow me to add as an alternate email, so then I invited myself and accepted at my new email address. I currently have two logins that need to be merged, but it fails with the error below every time, which is a message I haven't seen with any other users during this process.

msg_user_merge_preview_recommendation_unexpected_error

Michelle Choate 2

It may be because you are the user and you cannot merge yourself. Do you have a smartsheet service account for your organization? This is a best practice I HIGHLY recommend if you do not already do this. Assign a license to a Smartsheet@CompanyName.com email address and use that for all things admin. Then that address, which would also be an account Admin, could make the merge for you.

Have you discovered this happening with other admins you have merged? If you have merged others successfully, and have tried from another admin login to do this merge and it still will not happen, I believe you are going to have to submit a support ticket.

Michelle Choate 2

It may be because you are the user and you cannot merge yourself. Do you have a smartsheet service account for your organization? This is a best practice I HIGHLY recommend if you do not already do this. Assign a license to a Smartsheet@CompanyName.com email address and use that for all things admin. Then that address, which would also be an account Admin, could make the merge for you.

Have you discovered this happening with other admins you have merged? If you have merged others successfully, and have tried from another admin login to do this merge and it still will not happen, I believe you are going to have to submit a support ticket.

Marvin Daniels

You are correct @Michelle Choate 2 - that is the official support answer too - one cannot merge oneself! I'm waiting on another Admin to assist me, but I haven't had any issues merging the other admins. Side note, I've migrated a thousand or so users so far and it has been pretty easy. Without naming the systems that have been difficult, Smartsheet hasn't been one of them and when there have been misunderstandings, it's user error (jumping the gun or forgetting their password).