ServiceDesk

All,

Here is the scenario:  Two Domains (A & B)

Domain A is where all of the Symantec Products are managed and housed (ServiceDesk, SMP, & such)

Domain B is Secure and only has a one way connection back to A, again Domain B can send info to A, but A cannot send info to B

How do the users in Domain B use ServiceDesk in Domain A?

Create Local accounts that they can use?

Create a tempate in their SharePoint that will send an email to ServiceDesk and generate an auto ticket?

To use there AD accounts how would they authenticate back to Domain B?

Thanks a bunch for any insite.

I can't say I've ever had to do this, but I think you should be able to add in another AD sync for the second domain. This is assuming that you can communicate with some domain controller for authentication. You'd just add the second domain in the AD section of the "Credentials Manager" executable. If you can't communicate with a domain controller...well, I don't know. yell at the server team to give you one you can; even if it's read only controller, it will work for authentication.

I've actually configured ServiceDesk for this.  You add the accounts in credential manager exactly like Michael stated and it should work.  In order for ServiceDesk to pull in the accounts you'll have to have access to a DC for domain B.  You could create the accounts manually but that would probably be a pain.

In the past I even had ServiceDesk configured to route to two different help desk's based on what groups the users were a member of.   I am not an Active Directory guru by any means but I would assume that you would need a two way trust setup to have pass-thru authentication working from domain B.

If I can help in any way, let me know.