Inactive Contacts and LDAP Contact Sync

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

CA Service Desk Manager (CA SDM) is integrated with LDAP and periodically the pdm_ldap_sync command is executed.

By design, when the sync occurs and a CA SDM user is inactivated, the user ID remains on the SDM contact record.  As a result, it is possible within CA SDM to create a new user with the same user ID since CA SDM considers the inactivated contact user ID to be available.  

Is there a way for Service Desk to prevent a new contact record from being made based on the user ID if the user ID is associated with an inactivated CA SDM contact?

Environment

CA Service Desk Manager 17.x

Resolution

The following customization will achieve the desired requirement:

1.  On the CA SDM server where you run the SDM LDAP sync command, navigate to the NX_ROOT\site\mods\majic directory.  Take backup of the 'force_unique_userid.spl' file to another location and then open the original with a text editor

2.  Change

"sync_fetch","RLIST_DYNAMIC", format("userid = '%s'",userid_escaped), -1,0);

TO

 "sync_fetch","MLIST_DYNAMIC", format("userid = '%s'",userid_escaped), -1,0);

Note:  The above line exists in two places in the file.  You will need to only change the line after the 'if(!is_null(new_val) && new_val!="")' section (at line number 69)

3.  Save changes and restart the CA SDM service for the change to take effect

As always, we recommend testing all changes in a non-PROD environment first.

Additional Information

The above customization is provided "as is" and it is the customer responsibility to maintain the customization during RU and/or version upgrades.