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LDAP users are not able to raise ticket in SM

Trusted Contributor

LDAP users are not able to raise ticket in SM

Hi Experts,

 

I am using Service Manager 9.30 and MS AD as the active directory. HP SM and MS AD are successfully integrated. The users from AD can login to Service Manager.  The role of template operator is set as Self Service User.

 

For the ldap user login to Service Manager, can't raise a ticket. Moreover, they can see all the incidents assigned to different users.

 

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"Submit a request" link is missing from the Miscellaneous menu as shown in the above screenshot.

 

What shall I do to get the "Submit a request" link in the menu.

Please help me on this.

 

Thanks and Best regards,

Sanjeev

2 REPLIES
Honored Contributor Honored Contributor

Re: LDAP users are not able to raise ticket in SM

Hi,

Check what is condition mentioned in ESSSM menu (or anything else if you are using) , it should be :- lioption("Service Desk") and not null(contents($G.sm.environment))

then check what are the capability word in respective operator profile.


hth,
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Trusted Contributor

Re: LDAP users are not able to raise ticket in SM

[ Edited ]

Hi Piku,

 

I am not able to assign the Self Service Role to the operators login to service manager from LDAP.

 

I am able to import users from LDAP to Service Manager's operator list, but can't import the users from LDAP to the Service Manager's contact list. As contact ID is a manadatory field for operators, hence not able to save it.

 

Can you please tell me how do I import the contact details from LDAP to Service Manager.

 

Regards,

Sanjeev