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.

Manually

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 Auto Create Users on Initial Login 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.