Users unable to sign into CA Service Desk Manager

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Users unable to sign into CA Service Desk Manager

Environment

Release : r17.3

Component : LDAP/EEM Authentication

Cause

Server team removed one Domain controller from the environment and the customers started experiencing the reported issue (not able to login to Service Desk). Investigation of LDAP configuration in Administration>Options Manager shows that the IP address of the Domain controller is leveraged for ldap_host option value. The issue here was that EEM LDAP configuration never updated to reflect the New IP address change.

Resolution

LDAP IP address value updated in EEM and access to CA Service Desk Manager restored for affected users.