Hello,
I'm wondering if anyone would be kind enough to point me in the right direction here. My department uses ADFS with SAML for Single Sign-On into Web Help Desk. Users are imported into WHD from Active Directory using LDAP and then synced up with AD every other day to stay current.
It works very well -- except for two users in specific. Whenever they attempt to access WHD, they are signed in as "Undefined" and a new user is created for them with their email listed as an old SMX email no longer in use. We delete this user, clean the cache from the browser and try again and the same thing -- the user is just created again. Originally we thought this was because their emails in AD had capitals, but that has been fixed and they are still logging in as "Undefined."
Not sure if it matters, but these two users are part of a group of users who we had to take off the LDAP sync. For certain reasons they have an external email not in our domain, but we haven't configured two domains in AD yet and simply have a dummy internal email listed for them in AD. To get around this we took them off the sync and manually changed their emails in Web Help Desk to the correct, external email addresses.
No other users in this group have had any issues logging on, so I don't think it is because we took them off the LDAP sync, and I don't think it is because their actual email is an external one. This issue occurred before we took them off the sync and is still happening after. Other users in the same situation can log on fine.
Does anyone have an email of what's going on here and could point me in the right place to fix this? Thank you in advance.
