User is unable to log into CA Service Desk Manager (CA SDM) with domain credentials

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Problem

When CA Service Desk Manager (CA SDM) access types are configured to use "OS Authentication" and to allow external authentication, users can log in with their domain credentials.  However, in large, multi-domain environments, some users may not be able to log into CA SDM with their domain credentials.  The same thing can occur when using Embedded Entitlement Manager (EEM) for authentication in CA SDM, where EEM is configured to connect to multiple authentication domains.

Environment

CA Service Desk Manager 14.1

Windows

Cause 

This problem could be caused by a user having non-unique accounts (meaning the same userid) on more than one domain in the environment.  CA SDM and/or EEM  does not know which domain to authenticate that user with as the username exists in more than one domain.

Resolution

Work with network or domain administrator to locate the non-unique domain accounts and update them so that they are unique across the different domains.

Additional Information:

 User Authentication in CA Service Desk Manager

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: