About adding users from Active Directory
When your organization uses Active Directory (AD) authentication, the AD users and groups are imported to ServiceDesk during Active Directory synchronizations. The ServiceDesk users and groups are stored in the Process Manager database.
See About ServiceDesk authentication.
Table: How Active Directory users can be added to ServiceDesk
During the synchronization between ServiceDesk and Active Directory
You can schedule full or update ServiceDesk synchronizes with Active Directory to obtain new and updated users and groups from Active Directory. During synchronization, the user and the group data from Active Directory overwrites the user and the group data that is in ServiceDesk.
See About Active Directory synchronization.
If a new user needs to access ServiceDesk between synchronization, you can add the user manually from Active Directory.
See Adding new ServiceDesk users from Active Directory manually.
Automatically when a user logs on
This method is available only if the option is selected for the Active Directory server.
Users who are in Active Directory but have not been added to ServiceDesk are added to ServiceDesk when they log on to the ServiceDesk portal.
When such a user enters their logon credentials, ServiceDesk checks the credentials against the Process Manager database. If the credentials are not there, ServiceDesk checks the credentials against Active Directory and adds the user to ServiceDesk.
See About adding groups from Active Directory