Hi,

Do you have the AD connector installed in your NS? If so, check the Run Schedule and make sure it's not set to something like once a month. Run it manually if needed.

If the user's name not in your AD then they'll not be able to create an incident if I remember correctly.

Hi,

Do you have the AD connector installed in your NS? If so, check the Run Schedule and make sure it's not set to something like once a month. Run it manually if needed.

If the user's name not in your AD then they'll not be able to create an incident if I remember correctly.

Where would I find the AD connector?

Where would UI find the AD connector?

View-->Configuration (or Configuration tab) -->
Server Settings -->
Notification Server Infrastructure -->
Microsoft Active Directory Import

I ran into this a couple of times when for some reason a second user object was imported for the user's new name instead of renaming the old one.  If that's the case you'll need to change the worker accounts so they point to the new account, and make sure the updated name is in the right security role for your helpdesk solution rights.

We've had this happen when a person's name changes in Active Directory.  Sometimes we have to inactivate the old worker account and then it forces them to logon with the new one.  It should recognize the new unique NTID but there are residual ties occiasionally.