Copy prod to test email sync issue

Description of the issue: Copy prod to test is changing emails in the test environment, they are then not synced and users cant access the test environment.
Account name: Malaysian International Trade and Exhibition Centre - MiTEC
Region: Singapore
Client version: 23.12023102301 (PROD), 25.12025073101 (TEST)
Steps to reproduce: N/A But the details can be seen in the users window.
Observed results vs Expected results: When copying prod to test the data of all users should sync but instead it changes the emails of certain users.
What is the job the client is trying to accomplish: Users are trying to log in to the test environment after the prod to test.
Business impact if not resolved: Users will not be able to log into the test environment.
Links to articles where you've looked for solutions and also other steps you've taken to research the issue: N/A
Link to Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/364995
Local v30 URL: https://supportwebsg.ungerboeck.com/MITEC_Test_0455293656_USI_V30/app85.cshtml?ReturnUrl=%2fMITEC_Test_0455293656_USI_V30

August 14, 2025 05:30

August 14, 2025 06:09

Seth Halvaksz This is indeed concerning, as it appears that user emails are being interchanged following the copying of production to the test environment. This issue is not an isolated incident. We conducted a retry of the production to test copy this morning (14/08) after observing the discrepancies from the initial attempt on 12/08/2025, and we have encountered the same inconsistencies in user emails in the most recent attempt. Could we kindly investigate this issue further?

Seth Halvaksz

August 14, 2025 06:13

tagging Mike Schepker to please review

Mike Schepker

August 14, 2025 12:37

Satya Ram Nukala Prod2Test process is handled by DevOps. I think this would be an SRE ticket for them to investigate.

Copy prod to test email sync issue

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