000033736 - GetUser Web Services API method returns False for Default Email address in contactItems, but RSA Archer 5.x Web UI shows the email address assigned to Default Email

Document created by RSA Customer Support Employee on Aug 11, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000033736
Applies ToRSA Product Set: Archer
RSA Version/Condition: 5.x
IssueGetUser Web Services API method returns False for Default Email address in contactItems, but the RSA Archer Web UI shows the email address assigned to Default Email.
Sample response from GetUser:
<user>
  <name first="John" middle="" last="Doe" />
  <system userName="jdoe" userId="190" status="Active" securityParameter="1" lastLogin="7/30/2016 5:41:25 PM" forcePasswordChange="False" company="" title="" locale="" />
  <timeZone id="Central Standard Time" />
  <address>&lt;html&gt;&lt;head&gt;&lt;/head&gt;&lt;p style="margin: 0px"&gt;123 Main St.&lt;/p&gt;&lt;p style="margin: 0px"&gt;Kansas City, KS&lt;/p&gt;&lt;/html&gt;</address>
  <notes />
  <contactItems>
    <item id="8842" type="EMail" value="jdoe@abc.com" default="False" />
  </contactItems>
  <roles>
    <role id="1" name="General User" />
  </roles>
  <groups>
    <group id="2" name="PM: Policy Manager" />
  </groups>
  <subscriptions>
    <template id="335" name="Test Subscription" />
  </subscriptions>
</user>

Details of user from Manage Users:


User-added image

CauseRoot cause is unknown because the issue cannot be reproduced. The troubled user accounts were created a long time ago.
ResolutionFor the troubled user accounts, call the SetUserDefaultEmail Web Services API method to set the default email address. It requires 3 parameters: sessionToken, userId, and email_address. 

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