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Affected domain: ijmperennial.com
Username(s) of the affected entities: [email protected] / [email protected]
Problem description: Customer has renamed user "[email protected]" to "[email protected]". The first address's still being displayed in the Global Directory + Google Admin tool, as an active user + in Gmail's . Searching for this user in Admin console,
If applicable, username of Admin performing the action: [optional]
Date/time issue first observed: [required if the issue concerns a change in behaviour]
Steps taken so far to resolve: [required - this includes steps taken by the customer and steps taken by agent]
Have you tried to reproduce this issue in your test account: [yes/no]
Was it reproducible: [yes/no]
Step-by-step explanation on how to arrive at the issue: [Always required, even if you can't reproduce on your test account, e.g. 1. Go to www.google.com/a/testdomain.com 2. Click ‘Settings’ tab]
Is this issue reproducible in this domain only? [yes/no]
Can they reproduce this issue in other browsers and OS: [optional - no need to ask customer this if you can already reproduce it in your test domain]
Can they reproduce it on another network? [optional - use your best judgement to ask this information. If you’re suspicious that it may be related to network, then ask them. e.g. they tried both in home and work network]
Full browser screenshots (including URL): [optional - no need to ask customer this if you can already reproduce it in your test domain OR if the issue is observable in the customer's Admin console via the Support Tool]
OS Version, Browser version and list of installed add-ons: [optional - This may be too much information to ask. Ask this if you think that it is relevant.]
HTTP Headers: [optional - no need to ask customer this if you can already reproduce it in your test domain OR if the issue is observable in the customer's Admin console via the Support Tool.
Additional notes: [optional - if the case was consulted previously, please mention here. Include any other additional relevant info.]
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