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ServiceDesk Customer Safisfaction Survey

Created: 14 Feb 2013 • Updated: 15 Feb 2013 | 2 comments
This issue has been solved. See solution.

We are having issue with our customer satisfaction survey.  When user clicks on the Take Suvey link in the email received from ServiceDesk, they get the Invalid Directory error message and are unable to see the customer satisfaction form.  The full message is a below:

Problem: System.Web.Services.Protocols.Soap.SoapException:Invalid Active Directory Credentials at LogicBase.Ensemble.Userman.Userman.LoginUser(String email, Stringpassword, String instancename, Boolean insertLoginAudit) at LogicBase.Ensemble.Userman.Userman.LoginUser(String email, String password)

Has anyone come across this in your environment.  This only happens with the Take Survey link.  Users otherwise can log on to ServiceDesk.

Also, I am not clear on if users actually need to enter their credentials to access the Survey form or it is supposed to authenticate and open the form.

Any help would be appreciated.



Comments 2 CommentsJump to latest comment's picture

Quick question, are we sure the user entered proper credentials in the right format? E.g., a full email address or domain\username

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J1gnesh's picture

Hi George

This issue has been resolved.  The cause of the issue was the AD Sync profile.  When I tested the AD server for the AD sync profile, it failed to connect.  Once the server was restarted and AD connection established, the issue was resolved. 

Should have tested the AD profile before posting.