SDP Build: 10512

DB: MSSQL 2012

IDP: ADFS 2016 

I have been trying to enable SAML in our ServiceDesk+ installation for the last couple of days but have been hitting a problem with the user's account not being loaded even though they have authenticated successfully.

When the user logs in with SAML, they receive the below message:

Unfortunately, this error code doesn't appear in the troubleshooting guide.

I can see sso.log has been created on the SDP Server, but it is empty.

The serverout0.txt file (extract attached) shows that the user has been authenticated, but that it is also trying to create them a new account which fails because an account with those details already exists.

In the ADFS claim rules I have had to write a custom rule to send the Name ID in the format <FQDN>\<Username> Instead of <DN>\<Username> as we use the FQDN in the domain column in SDP, and this appears to be sending the correct details through. Are there any other attributes I need to send from ADFS?