I'm currently using ServiceDesk Plus version 8.1.0, build 8116. We recently implemented this ticketing system and began capturing all inbound email requests which then automatically opens a service ticket and creates a new user account as necessary.  The user accounts created this way appear to be based on the sender's email address.  The new user account is created without a domain attribute value and the Login Name is their email address.

 

Otherwise, I have a scheduled import of requesters from Active Directory.  Unfortunately all users created from the AD import have a domain affiliation and a Login Name which appears to be the same as the AD UID or sAMAccountName attribute value.  So two different user accounts are created.  The AD user accounts have all the user  contact information.   Is there a way to reconcile new user creation process to minimize duplicate accounts.  It seems I could import AD accounts from a CSV file and assign the user's email address to the Login Name field.  But is there a better way to do this?

 

Thanks,