Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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You can connect ServiceDesk to your entire Active Directory or to specific
organization groups.
These groups are not the same as the organizational groups that are used in
ServiceDesk to categorize users.
See “About adding users from Active Directory” on page 143.
■
Imports and updates the AD groups in ServiceDesk
■
Maps the AD groups to the default ServiceDesk groups
During the ServiceDesk installation, you can associate the AD groups with the
groups in ServiceDesk. This option lets the Active Directory groups take the
permissions of the default ServiceDesk groups.
See “ServiceDesk Groups page” on page 99.
After ServiceDesk is installed, it synchronizes with Active Directory to obtain
new and updated users and groups.
Table 15-1
How Active Directory synchronization affects the changes and
deletions of ServiceDesk user accounts
Effect Action
When you delete a user from ServiceDesk but not from the
Active Directory, the user is not fully deleted. The users that
remain in the Active Directory are created again in
ServiceDesk during the next synchronization. To block
ServiceDesk access to an Active Directory user, you must
delete the user from the Active Directory. Deleting a user from within
ServiceDesk
When you delete a user from Active Directory, the user is
disabled in ServiceDesk but not deleted there. To fully delete
the user and all the associated information from
ServiceDesk, you must manually delete the user from
ServiceDesk. Deleting a user from Active
Directory
Any changes that you make to a user in ServiceDesk are
overwritten during the next synchronization. If you edit
user information in Active Directory instead, the
information is updated in ServiceDesk during the next
synchronization. This rule applies to the Users group,
manager, and organizational unit information. Editing a user in ServiceDesk
When you use Active Directory authentication, you still can create user accounts
in the ServiceDesk portal. For example, you might create an account for a
short-term contractor who is not added to Active Directory.
Managing the Active Directory connections in ServiceDesk
About Active Directory synchronization
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