Question
What record types does ServiceDesk not import during an Active Directory sync?

Answer
ServiceDesk imports only active users from Active Directory during a sync. ServiceDesk does not import the following:

• Computers or other resources.
• Non-unique user names may import in but result in authentication or reference issues.
• AD accounts where a duplicate email address is already in ServiceDesk will not be updated.
  • Note: A workaround is to replace the primary email on the AD with a fake one, import the AD to get new data, then merge the old account with the new account.