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3 different admin consoles, users need access to both, 1 email address.

New Here ,
May 14, 2024 May 14, 2024

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Hello,

At my work, I am the license administrator for Adobe Cloud products such as Acrobat Pro. My products are under 1 account. We also have a second contract (2nd account, 2nd admin console) for Adobe Sign products. All of our employees get at least 1 email address (@jobsite1.com), some get 2 different ones with different postfix (either @jobsite2com or @jobsite3.com), but none get more than 2. In February 2023, if a user needed to access both tools (Acrobat and Sign) they couldn't bc the Sign console is considered the "parent" bc the domain (jobsite1 and jobsite2) was claimed by that console. Therefore, when I add the same email address to my console, they get login errors or they get "trial" message errors.

We figured out that we can setup my console (for Acrobat) as a trust with the parent console (for sign). and additionally we can add an alias, for example jobsite1.com is main email and jobsite3.com is the alias.

unfortunately though, we cannot put the jobsite2.com email in the aliad field. i'm guessing it's bc it's already a claimed domain, no evidence on that just a guess bc it's the only different variable.

Example 1: user Bob has bob@jobsite1.com and bob@jobsite3.com. I add bob@jobsite1.com as Bob's email address and bob@jobsite3.com in the sso field. remember jobsite1 is claimed domain but jobsite3 is not claimed domain. in this example, the user can log into both tools successfully.

Example 2: user Jack has email jack@jobsite1.com and jack@jobsite2.com. I add jack@jobsite1.com as Jack's email and jack@jobsite2.com as Jack's sso field, and hit save user. However the system does NOT save that SSO, it diverts back to jack@jobsite1.com. remember i have both jobsite1 and jobsite2 as claimed domains.

 

i know that's a lot of details. it's a pretty specific use case.

Is there a way to get the system to recoginize jobsite2 as an alias the way i have it setup?

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correct answers 1 Correct answer

Adobe Employee , May 15, 2024 May 15, 2024

Hi @Adam37397708d63l 
It is expected as different admin console as a separate entity and the users should select the correct profile/org name in order to activate Acrobat and Adobe Sign. 

I would suggest either getting all the licenses under the same admin console or guiding the user to access Acrobat using the org, which provides an Acrobat license, and access the Adobe Sign through the web using the correct profile: https://secure.echosign.com/public/login 

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Community Expert ,
May 14, 2024 May 14, 2024

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Moved from the regular forum to Enterprise and Teams

 

Also, as a plan Admin you should have a special support link at Adobe

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Community Expert ,
May 14, 2024 May 14, 2024

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open the support tab on your admin console > start chat or start case or request expert session.

 

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

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Adobe Employee ,
May 15, 2024 May 15, 2024

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Hi @Adam37397708d63l 
It is expected as different admin console as a separate entity and the users should select the correct profile/org name in order to activate Acrobat and Adobe Sign. 

I would suggest either getting all the licenses under the same admin console or guiding the user to access Acrobat using the org, which provides an Acrobat license, and access the Adobe Sign through the web using the correct profile: https://secure.echosign.com/public/login 

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