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Sync 02 User Error Caused by Changes in Active Directory (AD)

Overview

The Sync 02 – Users rule in Intapp Integration Builder may fail when user details stored in Active Directory (AD) no longer match the user profile held in Intapp Open. This discrepancy causes the nightly sync to error, preventing user updates and role information from updating correctly.

This article explains how to diagnose the issue and the steps required to resolve it.

What Is the Issue?

The error occurs because:

  • A user’s details were updated, renamed, or altered in AD, and
  • Those details no longer match what exists in the Intapp Open user profile.

The mismatch causes the “Activates a user in Open” step within the Sync 02 rule to fail.

Common data points affected:

  • Active Directory ID
  • User ID
  • Username
  • Name / email address
  • Timekeeper ID
  • Other profile attributes

How to Identify the Problem

1. Review the Sync 02 Failure in Integration Builder

When viewing the rule in IB:

  • Press CTRL + I to open the logs.
  • You’ll see Sync 02 – Users marked as Error during the nightly run.
  • Expand the rule steps and locate the failure under “Activates a user in Open.”

2. Check the Error Details

Within the error entry, you will see the JSON payload attempted during the update.
This shows the user data that IB is attempting to write into Intapp Open.

Look carefully for any values that may differ from the current AD record.

3. Compare Against the User's Profile in Intapp Open

In Intapp Open:

  1. Navigate to: Administration → System → Users
  2. Search for the affected user
  3. Review the user's profile fields and compare them to the payload shown in IB

You will often see a discrepancy — for example:

  • Active Directory ID has changed
  • UserID no longer matches
  • The Name or Email format has changed
  • Other profile attributes differ from the AD version

Any mismatch can cause the Sync 02 rule to fail.

How to Resolve the Issue

1. Confirm with the Client’s AD Administrator

Because changes originate from AD:

  • Raise a ticket (if required)
  • CC the client
  • Request confirmation of what changed and what the correct values should be

This ensures the Intapp profile is updated to the authoritative value.

2. Update the User Profile in Intapp Open

Once you have the confirmed AD values:

  • Update the user’s profile fields in Intapp Open
  • Ensure all attributes (AD ID, name, email, UserID, etc.) match exactly

3. Allow Sync 02 to Run Again

After correcting the data:

  • The Sync 02 – Users job should successfully run on the next nightly schedule
  • The user’s record will then sync without errors

If needed, you can manually trigger the job from IB, depending on your organisation’s policies.

Best Practices

  • Establish a communication process when AD changes are made
  • Ensure user attribute changes in AD are coordinated with the Intapp team
  • Review Sync 02 logs weekly for early detection of discrepancies
  • Maintain a controlled naming convention for user accounts