CA Service Management

  • 1.  Contact supervisor details update with SD LDAP SYNC

    Posted 11-05-2012 07:39 PM
    Hi All,

    Problem:

    In Service Desk, contacts' supervisor details are not update regularly. And we can update contacts' details like location, phone numbers with LDAP Synchroniztion process except Supervisor. But we having the Service Catalog and most of the tickets needs immediae manager approvals. So we are having problem in updating the details other than manula process.


    Please let me know is there any other process where i can update these details either from Catalog or any.

    Thanks in advance

    ~Hari


  • 2.  RE: Contact supervisor details update with SD LDAP SYNC
    Best Answer

    Posted 11-06-2012 05:55 AM
    Hi Hari,

    Check if the OOTB "ldap.maj" file has a mapping for the supervisor field. If it does not have it, you will have to customize it to include the supervior and tell it which field from your LDAP this field maps to.

    Hope this helps...


  • 3.  RE: Contact supervisor details update with SD LDAP SYNC

    Posted 11-06-2012 01:24 PM
    The manager attribute in LDAP contains a dn (distinguished name). If you want to synchronize Service Desk with your LDAP source and update the supervisor on the contact here is what you need to do.

    1. Modify the schema and add the following attribute to the cnt object:

    z_supervisor_ldap_dn STRING 512

    (When doing this in the schema designer leave the leading z off as it will be automatically added)
    (Don't forget to pdm_publish after publishing your schema changes)

    2. Your ldap.mod file should look like this:

    OBJECT ldap LDAP
    {
    ATTRIBUTES LDAP_Entry
    {
    z_supervisor_ldap_dn manager STRING ;
    } ;
    } ;

    (Service Desk can now be restarted)

    3. after you run your ldap_sync, run a sqlcmd against the mdb using the following sql:

    UPDATE dbo.ca_contact
    SET supervisor_contact_uuid = super.contact_uuid
    FROM dbo.ca_contact AS ca
    INNER JOIN dbo.usp_contact AS usp ON ca.contact_uuid = usp.contact_uuid
    INNER JOIN dbo.usp_contact AS super ON usp.z_supervisor_ldap_dn = super.ldap_dn
    WHERE ca.inactive = 0


  • 4.  Re: Contact supervisor details update with SD LDAP SYNC

    Posted 05-06-2018 05:53 AM

    Hello;

     

    i tried the steps; but i faced an issue which is that i must run the query each time i have a change in a manager in our environment.

     

    is that true or i am missing something here?!!



  • 5.  Re: Contact supervisor details update with SD LDAP SYNC

    Posted 05-08-2018 12:10 AM

    Yes, that is true.



  • 6.  RE: Contact supervisor details update with SD LDAP SYNC

    Former Employee
    Posted 11-12-2012 04:57 PM
    Hi Hari,

    Did the suggestions here help answer your question? If so please mark the appropriate posts as Accepted Solution.

    Thanks!
    Chris