Re: Inactive Users Deleted

soup_dragon · ‎06-01-2020

We have a number of users setup in Webex that over a month ago status changed to Inactive. Checking Webex Control Hub users the users are no longer appearing at all to ,change status to Active. Users have also been deleted from spaces so assuming the users have been deleted but can find no mention this would happen by changing status to Inactive?

mjordy · ‎06-03-2020

Are you using Directory Connector to populate users in Webex Control Hub? If so, it's possible that users have been marked inactive and subsequently deleted due to changes in Active Directory. For example, if user accounts have been disabled in Active Directory they'll be marked inactive in Webex Control Hub and will remain that way. If user account have been deleted from Active Directory, they will be marked inactive and then deleted after 7 days. In both cases, users must be re-activated / re-added to Active Directory in order for them to show back up in Webex Control Hub as active users. Likewise, if the configuration in Directory Connector has been changed such that object selection / LDAP filters are different certain users may no longer be synchronized which will also result in deactivation and eventually deletion.

It's also worth noting that in Directory Connector synchronized organizations, converted / claimed free (consumer organization) users brought into your enterprise are automatically marked as inactive for security compliance and deleted after 30 days. To activate the users and prevent deletion, these users need to be added to your Active Directory and synchronized via Directory Connector.

For more information on the above, you may wish to consult the Deployment Guide for Directory Connector available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/spark/hybridservices/directoryconnector/cmgt_b_directory-connector-guide-admins.html.

If you are not using Directory Connector for directory synchronization in your organization and you are sure no one has made bulk user changes via Webex Control Hub, I'd recommend opening a TAC case as users in your organization should not be inadvertently marked inactive and subsequently deleted.

Hope that helps.

Thanks,

Jordy

soup_dragon · ‎06-04-2020

Thanks Jordy for comprehensive reply. Its the latter part of your response, Active Directory sync is not used as users are managed directly in the Control Hub. Will raise a TAC case as suggested and post a resolution here when resolved.

soup_dragon · ‎06-30-2020

An update for anyone else who comes across same issue. Taken a long time to get to the bottom of this BUT by Design, Inactive users who are not Directory-Sync'ed are deleted without warning after 30 days.

When changing the status of a user to Inactive there is no warning users at any point will be deleted either at the time a user is marked as inactive or at the time of deletion. Consequently, we have lost 2.5 years worth of user messaging which Cisco advised cannot be restored after TAC case went to the back-end team to investigate and try and restore.

Very disappointing how this has turned out and when we renew our messaging platform and devices.

An ideas suggestion has been created to propose Cisco/Webex change the behaviour of the Console to give a warning or preferably not delete the users at all.
Ideas link

If anyone (Cisco) has idea how we can get our Messaging Data back we would be very grateful.

Mike_Brezicky · ‎06-30-2020

Hi,

Can I ask why they were marked as Inactive? Were they no longer with the company?

If they are not synced with Control Hub and you wanted to maintain the accounts for retention purposes, I would suggest changing the service to Webex Free Teams / Free Meetings - that way they can remain in the system and not consume licenses.

Also, do you have the Pro Pack? This is a perfect example of the enhanced compliance / e-discovery capability within the Pro Pack. It would be worth talking to your CSM or AM about.

soup_dragon · ‎07-02-2020

@Mike_Brezicky wrote:
Hi,

Can I ask why they were marked as Inactive? Were they no longer with the company?

If they are not synced with Control Hub and you wanted to maintain the accounts for retention purposes, I would suggest changing the service to Webex Free Teams / Free Meetings - that way they can remain in the system and not consume licenses.

Also, do you have the Pro Pack? This is a perfect example of the enhanced compliance / e-discovery capability within the Pro Pack. It would be worth talking to your CSM or AM about.

Good points Mike.

We have a number of staff on Furlough and to ensure we could demonstrate compliance with with Government guidelines marking the users as inactive seemed ideal, hoping it keep everything as is other than for a temporary of time preventing access.

I like the idea of converting to Free license, not needed at the moment but in the back pocket for future use.

You last point regarding Pro, not had much luck with Cisco partners helping us with our Cisco stack as we use a lot if Cisco products but as an SME of less than 50 staff finding a company with the skillset and interest in supporting us is challenging.

Mike_Brezicky · ‎07-02-2020

Man, that is pretty bad on the partner side. Most partners should be connected with a sales team within Cisco and if they dont have the understanding of a solution, they should have the ability to bring in a Cisco product specialist or architect to help educate and demonstrate the potential capabilities.

You can look here for a summary of the pro pack - https://help.webex.com/en-us/np3c1rm/Pro-Pack-For-Cisco-Webex-Control-Hub