What does ServiceDesk not import from Active Directory?

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Article ID: 179855

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Updated On:

Products

ServiceDesk

Issue/Introduction

 

Resolution

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.