Ideally, It would make the most sense for me to use LDAP labels to identify members of these categories:

  1. Ticket Owners By Label:
  2. Restrict Approvers By Label:
But it doesn't seem to work.  If I use LDAP_IT, I cannot set the default queue owner, but if I use a simple label I created and applied to our IT group members, it works fine.  Is this as designed, or am I doing something wrong?
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  • Apparently, as I'm told by one of the KKE instructors, if the members of an LDAP group have never logged in to the service desk, or the LDAP group is mistakenly imported as a machine LDAP label, this will not work.
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Well another aspect of the LDAP label and that it should be ASSIGNED to a normal label.

 

So you create a normal label, then create the ldap label with the properties and associate the two.  You then assign the NORMAL label as the default queue owner.

 

And yes, LDAP Labels pulled from your MEMBERS or LDAP Imports (and not ldap labels designed by you) require a user to first log into and authenticate with the k1000.

Answered 11/08/2013 by: Wildwolfay
Red Belt

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