Within our organization requests go into the ServiceDesk in a variety of methods.

1. Direct e-mail to our helpdesk account.

2. Using SD form, after logging into AD account.

3. Voice mail that is redirected to our helpdesk e-mail account.

4. Simple form on our intranet that requires users to put in first/last name e-mail (if available), title, and detail.

We have the variety of methods, because most people do not have their own active directory account and outlook e-mail.   Within our organization most people use a generic AD account which only allows them into a hand full of systems with their own built-in security.   I've been in several organizations that have the same processes, but I am not sure if other SDP people have the same issue.

The issue is that we can end up with two to ten accounts for the same person.   I would like to be able to point accounts  x, y, and z automatically to user a for all requests and assets.   User a would come from our Active Directory import and we could have reports that having complete information on it.   Also, people would receive their notifications.

Thanks,

Patrick