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KACE Product Support Question


How do I enable LDAP admin to be able to reassign tickets in service desk?

10/31/2016 882 views

seems like only a console (local account) admin is able to reassign tickets. ldap account with admin role cannot?

both accounts have the same label and that label is owner of the service desk queue.



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0

If I understand you.......


Have you enabled and setup LDAP authentication in the k1000 ?

If not, then the k1 does not know about LDAP users.

https://support.software.dell.com/kb/111795


Also, after setting up the LDAP authentication for the

k1000 to recognize LDAP users, then you need to make sure

you have assigned the right roles to the user.

The "LDAP user" will need write access to the service desk console.

The "service desk" admin role should work.

Answered 11/01/2016 by: akmagnum
Red Belt

  • LDAP is enabled and import of users is done. I selected the user that should manage the service desk and gave him administrator Role. But is "choose Action" menu is missing half of the options that the "local" admin account has.
    • You said you've imported users. Do you have a scheduled import of users? Additionally, do you have anything configured in Settings > Control Panel > User Authentication? If you do, make sure that it is assigning the correct role.
0

All ok was a mistake from my side. the view was set to view all queues and a user with admin right couldn't edit anything. Changing the view to the proper queue and now all edit options are visible to user.


thanks

Answered 11/23/2016 by: CarlosV
White Belt

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