We have set up SDP 9.0. We have both LDAP and AD authentication working for requesters (and use local authentication for technicians). When a user logs a request via email, it shows their correct name as the requester. If I look in a requester's profile, I can see their information (including their name and email address) is correct.

However, if they log in, their name shows as their username, and therefore they seem to be logged in with a different account. And that means they can't see their email requests. If they log a request in the self service portal, this does not appear to have been logged by their proper AD identity. I hope the series of screenshots I provide below will clarify this.