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Web helpdesk is generating multiple duplicate accounts for every AD/LDAP Synchronization

This article described an issue Web helpdesk synchronizes AD/LDAP Users, and it keeps on adding multiple duplicate accounts for a single user.

First published date

2/10/2020 9:18 PM

Last published date

3/14/2022 12:45 AM

Overview

Generally, you can integrate your AD/LDAP Directory to Web helpdesk to import User's data and allow them to log in and submit Ticket Request. You can perform this by running Bulk Synchronization and setting up a Sync Based On (email or username) that serves as an LDAP Synchronizer.

However, if LDAP Synchronizer Attributes has white space on it, the Web Help Desk will recognize this as a new record and keep on adding on the WHD Database.

Product section

Web Help Desk

Cause

Unwanted white space on User’s email address from the Active Directory Configuration

Resolution

1. Log in to Web Help Desk Console

2. Go to Setup>Clients>AD/LDAP Connections and disable the AD/LDAP Connection temporarily

3. Save.

4. Go to Clients>Advanced Search and look for the Client’s account using his/her email address.

5. Deleted the Duplicate Account.

Note: Before performing these changes, create a Database Backup.

6. Login to Active Directory Server

7. Search for the User’s account.

8. Check if there is unwanted characters/parenthesis or white spaces

9. Remove and save.

10. Wait for 10-15 minutes to propagate the changes.

11. Go back to Web Help Desk Console

12. Enable the AD/LDAP Connections and save.

13. Perform Synchronization

14. Check if Accounts have been updated successfully and do not create a new account.

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