Triggered identity sync but no users have been synced

Topic

An identity sync has been triggered with the new Sync Service, but it does not seem like users have been synced correctly. Identity records are either missing or not updated in [Identity].[Identity] on the K2 database.

Most recent RunHistory record from [SyncEngine].[RunHistory] shows the sync has been completed successfully. Users' records can be found in [SyncEngine].[Identity], which indicates K2 has successfully fetched users' records.

Executing the statement below on K2 database to view the ETL status shows there are identities still waiting to be synced.

EXEC [SyncEngine].[GetETLStatus]

Instructions 

Please run the following on the K2 database:

SELECT *
FROM [HostServer].[UpdateHistory]

SELECT *
FROM [Identity].[CacheConfiguration]
WHERE [Name] = 'ResolvingEnabled'

For the first query, check if there are any records for 'Enable New Identity Service'.
For the second query, check if ResolvingEnabled is True or False.

If you have enabled the new identity service correctly, the first query should return a record with 'Enable New Identity Service'. The second query should show ResolvingEnabled set to False.

If there are no records in UpdateHistory indicating the new identity service has been installed, and ResolvingEnabled is set to True, that means the K2 environment is still relying on legacy identity sync. When legacy identity sync is still active, triggering an identity sync with Sync Service will only fetch the users from identity store, but K2 will not start the ETL process to sync the users to the identity cache.

To fix this,

1. Download the Sync Service installer for your K2 version
2. Run the Sync Service installer on your K2 server
3. Re-apply the Fix Pack most recently installed on the K2 environment
4. Run the following on K2 database, and monitor if the IdentityCountNotSync will drop to 0. IdentityCountNotSync=0 indicates the ETL process has completed.
   
   EXEC [SyncEngine].[GetETLStatus]