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That article may not be applicable to your version -- have you looked at Remedy Smart Reporting - User sync troubleshooting - 9.1.04 and onwards? Be careful, it is mentioned in that article that incorrect configuration can remove current users from Smart Reporting.
I will take a look at this article.
Thanks again Sinisa!
The sync is now working!!!!
Glad to hear that it worked, hopefully without much bother; in my first contact with what was then new method of synchronization, I've hade to backup Smart Reporting database, offboard everyone, purposefully incorrectly onboard all companies to force successful initial synchronization, which would remove all custom additions (storyboards, dashboards, views, reports, etc.), then restore backed up database to restore those customizations as well as initial users and their associated information (roles, groups, etc.).