Problem with Microsoft Teams Shifts App (Username has changed - in shifts App will be the old name displayed

Question

Problem with Microsoft Teams Shifts App (Username has changed - in shifts App will be the old name displayed

Hart Zella 0

Hello Microsoft Support Team,

We have a problem with the Microsoft Teams Shifts app. A user got married and their name has changed. The name change was processed, and the new name is visible in Enta ID, Teams, and Exchange. However, the Teams Shifts app still displays the old, incorrect name. We cleared the Teams cache for all users. We removed the person from the Shifts app and added them again—when we select the user, the correct name appears. As soon as the user is added, the Shifts app displays the incorrect name again. Is there a way to sync this? Or is there another solution?

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Answer 1

Dear Hart,

Thank you for explaining the issue and the steps you have already tried.

From my research, Microsoft Teams caches user information, including display names. General user information may remain cached by the Teams service for up to three days, while display names can remain cached in the client for up to 28 days. Signing out and back in or clearing the Teams cache can refresh this information. However, because the correct name appears when selecting the user but the old name returns immediately after adding them to Shifts, and you have already cleared the cache and re-added the user, this may involve cached data within the Shifts service rather than the local Teams client.

If the name change was recent, allow additional time for it to propagate. If the old name remains after three days, please ask your Microsoft 365 administrator to open a support request so Microsoft can inspect the backend Shifts data and identity mapping. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

I hope this provides a clear path forward. Have a wonderful day.

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