I'm having an issue with ServiceDesk Plus 8216 with Active Directory Authentication.

I have AD Authentication enabled, and a domain configured to import users every 5 days. Both of these items are working, but they aren't working together.

The user import takes the attribute "samAccountName" from active directory, but our users are logging onto the web portal with their UserPrincipalName attribute.

In the attached screenshot, you can see two "Ashley McLauchlin" requesters. The top one is the imported one, which contains all the information from AD that we want. The second requester is automatically created when this person logs onto the web portal, but since this person logged on with the UserPrincipalName (Ashley.mclauchlin@opus.co) it doesn't match up with the imported requester like we would expect.

Is there any way to resolve this, since they're really the exact same account in AD?