This article was created in response to a support issue logged with K2. The content may include typographical errors and may be revised at any time without notice This article is not considered official documentation for K2 software and is provided “as is” with no warranties.

Issue

A user is unable to open a form task to approve or reject a request. The action is blocked with an error that prevents the user from proceeding any further. The user had their name changed within Active Directory which is the likely cause.

Symptoms

The following error appears:
"Domain Name\User Name is unable to open worklist item"

Troubleshooting Steps

Clearing the identity cache with a script, as well as clearing the browser cache should allow the user to open up the form task once again.

The identity cache refresh script can be obtained and should only be done with K2 support.