Currently, when you change, for example, your first or last name in the accounts table, these changes are not reflected in KA (the okcs_users table). As a result, when users see the names of knowledge owners in the knowledge owner field associated with articles, these are still the old names and, in some (worst) cases, not correctly identified by users from the knowledge team. This is because the initial names come from a passport and are later updated by the actual call name(s).

Could the accounts table be automatically synchronized to the okcs_users table in OKA when a name in the accounts table changes?

 

 

Knowledge Advanced (KA) does not query the accounts table directly, so you must run the shadow account batch job from Authoring to grab any update from the accounts table to KA. For further details see

 

 

When an Account user logs into Authoring, the account will get synched in Authoring without needing to run the shadow account batch job.

 

If an Account and Contact both share the same login, then those will get synched/updated in Authoring even after running the batch job, as Authoring stores both Account and Contact in the same DB table. This will cause the login to be treated as duplicate. Oracle can execute a SQL update statement to resolve the issue when this situation occurs by submitting a Service Request.