Active Directory Users are unable to authenticate to Servicedesk - 'Invalid Active Directory Credentials' error

Products

• ServiceDesk

Issue/Introduction

When attempting to login to Servicedesk 7.0 using credentials from Active Directory ([email protected]), the login attempt failed and the user recieved an 'Invalid Active Directory Credential' error message. When logging in as the admin, and reviewing the user account, we noticed that the account was there, list both in the active directory users list and the Servicedesk accounts list.  Why did this occur?

Resolution

Upon reviewing the log files, it was discovered that the end user was configuring the name of the domain controller, rather than the domain  name itself, while configuring the connection to the active directory controller.  Once this was changed, and users were cleared and reimported, authentication functioned normally.  This works well for single level domain structures.  In a Active Directory Forest, this must be confgured at the forest level.

One other thing to note