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Titolo
LDAP authentication is used and "You do not have access to this ticket" appears when clicked -
Descrizione
LDAP authentication is used, and you you receive a message stating "You do not have access to this ticket." -
Causa
This is most commonly caused because importing LDAP profiles into a system that already has users created by other means. This can cause multiple users to have the same email address. Since the already existing user record has the same email address as a user that is pulled from LDAP, but a different username, in effect the users are different according to the SMA (Systems Management Appliance.) -
Risoluzione
First, it is good to have an understanding on how a user account can be auto-created in the SMA appliance. User accounts are auto-created in the SMA appliance when:
- An email is sent to the SMA
- A user on your corporate LDAP server logs into the SMA for the first time
- Users are imported from LDAP in a batch process.
Given that an email can trigger user creation, user records whose creation was triggered by an email will have a username that comes from the display name in that email account. E.g. "John Doe". But LDAP users will usually have a user name that is their samaccountname in LDAP e.g. jdoe. So now two users exists:
User_Name Email "John Doe" jdoe@kace.com jdoe jdoe@kace.com Another way that accounts are created is when you are using LDAP authentication. For customers with LDAP authentication, if a user emails into the SMA before logging into the K1000 then their email can trigger an account creation and then their logging into the portal will trigger a different account creation, but with the same email address.
The symptom is the same....two users now exist:
User_Name Email "John Doe" jdoe@kace.com jdoe jdoe@kace.com Because of these scenarios you should take the following precautions:
- Import your users from LDAP on an ongoing basis to keep up with new users. This can be set up on a schedule.
- Change all your existing users to a different email address OR delete your old users. Note: there is no way to merge users and deleting users will cause ticket comments to be orphaned
- Manually change all owners and submitters on tickets to the new user.