We are in the middle of an SD 7.1 implementation and I have run across a rather disenchanting obstacle. We are a University and our faculty and staff have a different email domain than our students do. For other reasons, rather than storing these different email addresses in the Email attribute in Active Directory, we are using Custom Attribute 10 to store these values.
This is an easy sync configuration change in SMP as the custom mapping is available in that environment, however, it appears that when ServiceDesk performs an AD Sync, it maps to a preset hard-coded set of attributes. I cannot find any documentation for ServiceDesk which explains which AD attributes are read into the ProcessManager database. It also appears that not all of the attributes are being parsed. For instance - we have the Employee ID attribute populated in our Active Directory domain for faculty and staff, but the ServiceDesk AD Sync process is not pulling those values into the database.
From the information that I have found on the symantec site, it appears that the AD Sync process code is located in the LogicBase.Ensemble.dll file. I have already installed the updated DLL file for SP1 as described in http://www.symantec.com/business/support/index?page=content&id=TECH162040, but the behavior of the sync process is the same.
I am racking my brain trying to figure out why Symantec would offer the ability to set custom mapping for the AD Sync in SMP, but not include this same ability in the ProcessManager.
Has anyone else encountered this or a similar issue in 7.1? Our students are being loaded with incorrect email addresses and, therefore, generating email bouncebacks and Problem Management tickets as a result any time a student is added as a primary contact on an incident.
Any input is appreciated,
Daniel