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set contact inactive

Created: 19 Jan 2011 | 5 comments
anouar's picture
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Hi

i want to set contact = inactive if the contact is inactive or deleted within AD.

how to do this?

thanks

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ROO's picture
19
Jan
2011
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Find the

Find the Contact...... Contacts>Find Contact

Go into Edit Mode.....the Pencil Icon

Uncheck the Active Box

anouar's picture
20
Jan
2011
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hi  ROO my issue is not how

hi  ROO

my issue is not how to do this manually, but automatically depend in user status within AD.

thanks

mclemson's picture
21
Jan
2011
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My understanding is that data isn't synchronized

My understanding is that the data isn't synchronized.  AD imports into NS, and Helpdesk pulls from NS.  NS does not store Active/Inactive data for users; that's something that Helpdesk stores for that solution only.  Therefore, because Helpdesk does not synchronize with ActiveDirectory, I think you are limited to manual updates.

Have you tried running a full User AD import on the NS?  I'm not sure it will help, since deleted User resources in AD are removed from the NS, but not from Helpdesk.

You could perform this en masse if you import data about users.  For example, if 'Department' were set to 'Terminated,' you could search for Contacts whose Department is equal to Terminated, then delete or inactivate those Contacts.

Does this help?

Mike Clemson, Senior Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner

matzebru's picture
24
Jan
2011
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It's not automatic but ...

What I do is have a Notification Policy that runs a report for me weekly to look for excess Contacts. These would be Contacts still in the Helpdesk database but no longer in the NS database. I just remove or set 'inactive' (if they have associated tickets) the Contacts that come up on the report. The SQL I use for the report is here:

select HD.contact_name as name, HD.contact_nt_id as [NT ID]       
from [Altiris_Incidents].[dbo].[contact_view] HD        
where HD.contact_resource_guid not in (select Guid from [Altiris].[dbo].[vResource])       
AND HD.contact_status = 'a'       
order by name

I could proably automate this with Workflow but we're going to be migrating pretty soon to ServiceDesk 7.1 once it releases so I'm just going to use my trusty old report until then.

- Bruce

 *** If a forum post solves your problem, please flag it as a solution. If you like an article or forum post, vote it up. ***

Rob Moore's picture
06
Feb
2011
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If you have access to the DB

If you have access to the DB and can schedule a Stored Procedure to run say once per week, you can automate the mark inactive process. 

Below is the query I use. Because we have NON Domain users - we have customers from other companies that email in tickets, so they would not have an NT_ID- I filter them out by only searching for users with an NT_ID like our domain ID ( replace the [YourDomainName] with you domain name).

 

Update Contact
Set [Status] = 'i'
where resource_guid in (

 

select HD.resource_guid       
from [Altiris_Incidents].[dbo].[contact] HD        
where HD.resource_guid not in (select Guid from [Altiris_NS].[dbo].[vResource])       
AND HD.status = 'a'   
AND HD.NT_ID like '[YourDomainName]\%'
 
    
 
)