Search member by external ID

Each member ID is associated with an external ID. The admin can use this special debug function to search for a member by external ID.

Extract external ID from logs

For advanced troubleshooting cases where the user info endpoint isn’t returning the user, the admin can leverage log analytics to extract the external ID of a user.

Extract the external user ID (x-nuance-user-id header) and follow these steps to search the user:

1. In the Gatekeeper web application, go to the Authorization Management page and click the Members tab.
2. Paste the external ID of the user in the search box.
3. Click the three-dot menu beside the search box and click Search by ExternalID.

Retrieve external ID from access token

When the admin can’t extract the external ID from logs, they can request the user to retrieve the external ID from the access token.

To retrieve external ID from access token, the admin requests the user to follow these steps:

1. Go to the Gatekeeper web application log in page.
2. Press F12 (or Function Key + F12) on your keyboard to open the developer tools window in your browser.
3. In the developer tools window, click the Console tab.
4. In the Console tab, set verbose mode by typing sessionStorage.setItem('verbose', 'true') and click Enter.

   Note:

   Don’t close the developer tools window.
5. Log in with your tenant information and credentials.
6. After you log in, the access token is generated and displayed in the Console tab.
7. Copy the access token.
8. Decode the JWT token using an online decoder such as https://adfshelp.microsoft.com/JwtDecoder/GetToken  .
9. From the online decoder, copy the value of the "sub" field from the decoded token.

   Note:

   Depending on the tenant, you might need to use the value of object ID (oid) field instead of the sub field.

The user can share their external ID with the admin to troubleshoot the issue.

Once the admin receives the external ID, they can search for a member as follows:

1. In the Gatekeeper web application, go to the Authorization Management page and click the Members tab.
2. Paste the value of the copied sub or oid field in the search box.
3. Click the three-dot menu beside the search box and click Search by ExternalID.