Multiple Users Seen for the Same User After Running pdm_ldap_import

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Article ID: 214332

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Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

Customer runs pdm_ldap_import and sees multiple users showing up for the same user in Service Desk. 

pdm_ldap_import -n "domain.com"

pdm_ldap_sync: Starting...
pdm_ldap_sync: LDAP where clause = "ldap_domain = 'domain.com' AND id=?"
pdm_ldap_sync: Contact where clause = "ldap_dn IS NOT NULL AND userid LIKE 'domain.com\%' OR userid LIKE '%@domain.com'"
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:01D1093FE7CDA040B62DC1FEE5E8B6C4
pdm_ldap_sync: ldap_domain not defined in cnt:01D1093FE7CDA040B62DC1FEE5E8B6C4
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:C20C2368D7694441B82FD34362B71E26
pdm_ldap_sync: ldap_domain not defined in cnt:C20C2368D7694441B82FD34362B71E26
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:5DDAB1CFA0BAE94083A42713E8B17C01
pdm_ldap_sync: ldap_domain not defined in cnt:5DDAB1CFA0BAE94083A42713E8B17C01
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:658C0AF9140C7847989DDB408CD29631
pdm_ldap_sync: ldap_domain not defined in cnt:658C0AF9140C7847989DDB408CD29631
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:51F0DF8FE99F2546982C8D396B26C663
pdm_ldap_sync: ldap_domain not defined in cnt:51F0DF8FE99F2546982C8D396B26C663
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:E8455E9853558B42AA69DFD2FB109474
pdm_ldap_sync: ldap_domain not defined in cnt:E8455E9853558B42AA69DFD2FB109474
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:408E795AA0F02945BEE5359754454C4A
pdm_ldap_sync: ldap_domain not defined in cnt:408E795AA0F02945BEE5359754454C4A
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:BCD0A26B8D9D864DB7355CE62CCA1F7E
pdm_ldap_sync: ldap_domain not defined in cnt:BCD0A26B8D9D864DB7355CE62CCA1F7E
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:3E082A957082D34BADBDABB1E06D5724
pdm_ldap_sync: ldap_domain not defined in cnt:3E082A957082D34BADBDABB1E06D5724
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:311A196EE7C5DC48A0180E14FAAC29DB
pdm_ldap_sync: ldap_domain not defined in cnt:311A196EE7C5DC48A0180E14FAAC29DB
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:80D3122D15629D4B9BFCBF8A2654D86E
pdm_ldap_sync: ldap_domain not defined in cnt:80D3122D15629D4B9BFCBF8A2654D86E
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:003E3BC4A2598B4DB39BB4BA82B435A4
pdm_ldap_sync: ldap_domain not defined in cnt:003E3BC4A2598B4DB39BB4BA82B435A4
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:6FA4A6F73FD30D4BB07A33CD632640A7
pdm_ldap_sync: ldap_domain not defined in cnt:6FA4A6F73FD30D4BB07A33CD632640A7
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:485641454DBD25408092420EFBB6D6C3
pdm_ldap_sync: ldap_domain not defined in cnt:485641454DBD25408092420EFBB6D6C3
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:3DE20F1608B3B8439B40DF5B892D62F1
pdm_ldap_sync: ldap_domain not defined in cnt:3DE20F1608B3B8439B40DF5B892D62F1
pdm_ldap_sync: ldap_domain not found in Contact_Object for cnt:167AE8A7B45399409BA66B9ABB959DC4
pdm_ldap_sync: ldap_domain not defined in cnt:167AE8A7B45399409BA66B9ABB959DC4
pdm_ldap_sync: Summary: Processed(16) Imported(0) Updated(1) No Matches(0) No Changes(15) Multiple Matches(0) No Lookups(0) Errors(32)
pdm_ldap_sync: Complete...

pdm_ldap_import

pdm_ldap_sync: Starting...
pdm_ldap_sync: LDAP where clause = "id = ?"
pdm_ldap_sync: Contact where clause = "ldap_dn IS NOT NULL AND userid NOT LIKE '%\%' AND userid NOT LIKE '%@%'"
pdm_ldap_sync: Method got_record in Ldap_Group_Catcher failed (LDAP agent not found)

In SDM, multiple user IDs are seen for the same user.

Under contacts we see the same user listed with two different User IDs

domain\userid and userid.

 

Cause

LDAP_DOMAIN variable is defined in nx.env file with the customers domain name.

Environment

SDM 17.1 RU11

LDAP synced with SDM

Resolution

Current schema was defined as 

userid

but pdm_ldap_import resulted in users in the following format:

domain\userid

This behavior was caused by having the LDAP_DOMAIN variable defined in the nx.env file.

Once this was removed pdm_ldap_merge worked as intended. 

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