Request Creation - AD and e-mail fetch integration
Not sure if I've asked this before or dreamt it.
It seems that if you e-mail a job into SDP the job is created with the e-mail address of the sending user and doesn't seem to tie in with AD users imported.
Creating a job using the end user web application does tie to the AD user list as the user authenticates when they log in.
Creating a request by the service desk on behalf of the user ends up with a mix of AD and email users as the list seems to be cross contaminated with the users that have e-mailed in as well.
So with a User John.Smith@company.com, with AD username of John.Smith.
He e-mails a job in and gets a request number allocated.
a few days later he is in teh office so checks the progress of his request by logging in to the web application as John.Smith.
He is presented with NO requests.
He calls Service Desk and the technician searches and finds the request and confirms the request number, and poor John Smith thinks he is going loopy as he can't see a request but the Service Desk technician can.
So another request gets logged to find out what is wrong possibly as John Smith can't see his own requests.
Anyway that the e-mail requests and AD requests can be automatically linked as I thought they would have been, unless of course I have missed the magic setup option which is easily the case for me at present.
Kind Regards,
Andy
It seems that if you e-mail a job into SDP the job is created with the e-mail address of the sending user and doesn't seem to tie in with AD users imported.
Creating a job using the end user web application does tie to the AD user list as the user authenticates when they log in.
Creating a request by the service desk on behalf of the user ends up with a mix of AD and email users as the list seems to be cross contaminated with the users that have e-mailed in as well.
So with a User John.Smith@company.com, with AD username of John.Smith.
He e-mails a job in and gets a request number allocated.
a few days later he is in teh office so checks the progress of his request by logging in to the web application as John.Smith.
He is presented with NO requests.
He calls Service Desk and the technician searches and finds the request and confirms the request number, and poor John Smith thinks he is going loopy as he can't see a request but the Service Desk technician can.
So another request gets logged to find out what is wrong possibly as John Smith can't see his own requests.
Anyway that the e-mail requests and AD requests can be automatically linked as I thought they would have been, unless of course I have missed the magic setup option which is easily the case for me at present.
Kind Regards,
Andy