Systems Management Question
Users Cannot see their tickets when they login to the appliance.
05/19/2016 881 views
1st scenario: if a user emails a ticket, i get it in my service desk, i get email, and the user gets email correspondence for that ticket. BUT WHEN A USER SUBMITS A TICKET IN THIS WAY, THE USER CANNOT SEE THAT TICKET WHEN THEY LOGIN TO THE USER CONSOLE...
2nd scenario: if a user submits the ticket via the user console; i get the ticket, and the user can see the ticket in their user console. BUT WHEN A USER SUBMITS A TICKET IN THIS WAY, THE USER DOES NOT RECEIVE ANY EMAIL CORRESPONDENCE....
It's been too long since i've messed with the pertinent settings here, so I'm looking around the appliance and not sure or not seeing what's causing this. I think this is something simple, but i'm just not seeing it.
Answer Chosen by the Author
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My guess is that you are importing and mapping to the display name for the User Name field instead of samaccountname.. It should look like this if you set up the import.
See attachment in answer.
Answered 05/19/2016 by: nshah