I can get the ldap query to return results but I go to the service desk queue and click the dropdown for owners and nothing shows up.

Ldap query:

The type is set to "User"
The base dn set to "DC=mydomain,DC=COM"
The advanced search set to "(&(memberOf=CN=Domain Admins,OU=Groups,DC=mydomain,DC=com)(samaccountname=KBOX_USER))"

I click test and it returns 21 results.

I go to my service desk queue and add "ldap_Domain Admins" to the owners.

I then go to a test ticket, click the owners dropdown and nothing shows up.

What am I missing here?
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  • Are the users listed in that label? You can check by either going to Home > Labels > ldap_Domain Admins, then checking the Labeled Items at the bottom of the page. You can also pull up a user record in Settings > Users, and check the labels assigned there.
    • Oddly it shows a handful of computer names instead of users.
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This is a common 'gotcha' and I have no idea why it's not the same in both BUT:
For LDAP Queries in Settings > Control Panel > Authentication Settings the username variable is KBOX_USER
For created LDAP labels in Home > Label Management > LDAP Labels the username variable is KBOX_USER_NAME

ALSO: user labels are only applied when a user logs in. So even if the ldap label is working correctly you won't see anyone until they login after you've made the change. 

Answered 07/14/2016 by: JasonEgg
Second Degree Green Belt

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