Hi friendly ServiceDesk community. 

We run our ServiceDesk Plus on Cent OS6. We do user sync via LDAP. We recently encountered a known bug with the older version and I had to update the server to the latest version 11.2 Build 11203.

After the update all Technician accounts got re-synced as duplicate User Accounts, meaning if my account was promoted to Technician before the update, after the update, with the first LDAP sync, I can see another duplicate account as user with the same username, email and all other synced account details.

To make things more interesting: We use SAML SSO to sign in to ServiceDesk portal. After the duplicate issue happened, every time a Tech signs in to the portal using SSO he or she signs in as a tech, however if they try to use the mobile app, that doesnt support SSO, they sign in as regular users and cant see tickets they are working on. I tried to sign in to the portal with LDAP creds instead of SSO and was signed in with my user account as well, not a tech. Moreover, if an account was promoted to Technician after the update and not before, it does not generate a duplicate. 

I dont have much experience with Database queries to extract logs that would help me pinpoint the sync issue. I opened a ticket with SD Support, however so far they've been sending me on a wild goose chase not getting anywhere close to resolving the issue. One of the suggestions I got was to re-install SDP on Windows Server instead, since there is a shortage of Linux documentation and experts on the support end. 

I tried running the bellow query in Reports-> New Query Report, however it did not produce any logs: