CA Service Management

  • 1.  CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Posted Dec 03, 2018 06:59 AM

    Hello Support,
    Good day and trust this mail meets you well.
    We have service desk multi tenancy option enabled in our environment and for awhile now we have been facing difficulties creating new users. It's discovered that the user's tenant will change from the specified tenant to the Head Office tenant each time a new contact is created thereby changing users access type when log in.
    Could you please assist in looking into this issue as it's really affecting other tenants from working effectively.
    Awaits your swift response.

    Warm Regards,
    Amosu



  • 2.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Broadcom Employee
    Posted Dec 03, 2018 10:12 AM

    Do you have a default tenant set in cnt schema?



  • 3.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Broadcom Employee
    Posted Dec 03, 2018 10:15 AM

    Amosu,

     

    How are the new users being created? 

    Who is creating them?

     

    _R



  • 4.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Posted Dec 04, 2018 05:43 AM

    Hello Raghu,

    The new users already exist in AD, so we do create them from the LDAP.

    Administrators creates them.

    Thanks and Regard,

    Amosu



  • 5.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Broadcom Employee
    Posted Dec 04, 2018 09:53 AM

    Amosu,

     

    So an SDM Admin creates these users manually in SDM using the GUI?  Or are you using some sort of ldap_sync/import program to get them in?

     

    _R



  • 6.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Broadcom Employee
    Posted Dec 03, 2018 04:08 PM

    Does this happen with every contact creation method?  One can use LDAP import or simply run a new contact on the GUI.

     

    Has this been happening recently?  Do you know when it started to occur?



  • 7.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Posted Dec 04, 2018 05:41 AM

    Hello David,

    Yes, it happens with every new contact created for other tenants aside the default tenant.

    Running a new contact on the GUI sometimes causes issue where the given names doesn't correspond with the names specified on the AD.

    We discovered this started around May this year and we normally update the changes from database end to correct the tenant of each users.

    We are looking at finding the RCA and getting a permanent solution to it.

    Thanks and Regards,

    Amosu



  • 8.  Re: CONTACT'S TENANT CHANGES AFTER USER CREATION.

    Broadcom Employee
    Posted Dec 04, 2018 11:16 AM

    HOW the default tenant contacts created? LDAP import or manually thru web interface?