ServiceDesk

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  • 1.  Change CMDB lookup key from user e-mail address to other key

    Posted Mar 06, 2013 12:01 PM

    Is there a way in ServiceDesk 7.5 to change the CMDB lookup from being the e-mail address to username?  Being a manufacturing company, not every person has an e-mail address (under half).  We need it until if one of these users or their supervisor turns in an incident or problem, that it looks up assets based on something else, even if it fails to send an e-mail, or if we can set the supervisor's e-mail to multiple AD accounts to resolve that.  However, as it is, if more than one user is set to the same e-mail address, it may fail to find the correct assets associated to that user since its looking up by e-mail.



  • 2.  RE: Change CMDB lookup key from user e-mail address to other key

    Broadcom Employee
    Posted Mar 12, 2013 01:21 PM

    The primary identificator for a user is designed to be a unique e-mail address.

    Incident submit form etc could be customized to get data based on some other logic but the core of the thing still works on users that are based on unique e-mail addresses.



  • 3.  RE: Change CMDB lookup key from user e-mail address to other key

    Posted Mar 20, 2013 11:28 AM

    I guess a bigger question is what exactly is your workflow? Based on what you've said so far, you are using CMDB on an SMP with Asset Managemnet (?). You're assigning assets to users and then looking to have SD pull in that information. How are you assigning the assets? Are you doing an AD sync or other type of sync into the SMP? It might be possible, if you are, to still use a user@domain.com even though there isn't a "real" email address. If there's a domain account then there is an identifier there for them. I guess looking at the whole picture might help.

     



  • 4.  RE: Change CMDB lookup key from user e-mail address to other key

    Posted Mar 20, 2013 02:11 PM
    Yes, we are using CMDB with Asset Management on the SMP. The users are being synced via AD. We had thought about that, but our Active Directory team is not allowing us to put an e-mail address in if they don't have one, even if its not a real one.