LDAP sync is failing no new contacts are showed in the contact list when selecting combine with LDAP

Products

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

Issue/Introduction

LDAP sync is failing no new contacts are showed in the contact list when selecting combine with LDAP and no error is displayed.

The stdlog shows an error similar to this one:

ldap_agent.c 3532 LDAP_Server ldap_bind() error(00E812D8); username(xxxxxxx)

Environment

Service Desk Manager 14.1 or above

Cause

The ldap bind failed because the LDAP DN was not configured properly. The error states that the username (xxxxxx) is not found and if the ldap_dn is not found the synchronization against the LDAP server will not take place.

Resolution

Ensure that the LDAP_DN is properly typed, use an LDAP browser to determine which is the correct context path of the LDAP_DN or ask this information to your LDAP administrator.An LDAP browser can be downloaded from the links bellow:

Jxplorer or LDAP Browser

Install it on the Service Desk server and use the same parameters used in SD LDAP configuration in order to verify that it is working.

Also refer to the link bellow for further information about how to configure Service Desk with LDAP.

Additional Information

How to integrate CA SDM with LDAP