Active Directory Invalid User Name/PW

[Manny]

I can't figure out why 90% of my users can login fine and the other 10% get invalid user name and password. I've compared their active directory accounts and nothing seems different about them. Any one have any ideas? I'm using eSupport v3.00.90

[sureshkumar.mr]

Even I am having the same problem, my Manager is not able to login. We checked everything in ADS, resetted the password several times but nothing is working.

[supportskins]

Have you followed all the instructions mentioned in the KB articles found in the Kayako Helpdesk? They do provide detailed information on how you can set up AD with Kayako.

[sureshkumar.mr]

Atlast I found a work around.

Whenever users sends an email to support, user account is created in table "swusers" .
This happens when we enable email queue. The email id is updated in "swuseremails" table.

If the same user tries to login to eSupport or SupportSuite the login fails with message "Invalid Username or Password"

There are two ways to solve this problem:
1. Clear all the records in "swusers" and "swuseremails" table (Take a backup if you need, but I didn't take) or
2. Open "swusers" table, select a record, find the full name, if you know the login id for that name, then update the same in "loginapi_userid" column. Then try to login, it will work.

I tried the first one, it worked fine.

This is the work around for Active Directory Login share (LDAP) till they fix this bug.

[Manny]

Originally Posted by sureshkumar.mr

Atlast I found a work around.

Whenever users sends an email to support, user account is created in table "swusers" .
This happens when we enable email queue. The email id is updated in "swuseremails" table.

If the same user tries to login to eSupport or SupportSuite the login fails with message "Invalid Username or Password"

There are two ways to solve this problem:
1. Clear all the records in "swusers" and "swuseremails" table (Take a backup if you need, but I didn't take) or
2. Open "swusers" table, select a record, find the full name, if you know the login id for that name, then update the same in "loginapi_userid" column. Then try to login, it will work.

I tried the first one, it worked fine.

This is the work around for Active Directory Login share (LDAP) till they fix this bug.

I was able to verify number 1 above as well. Everyone can login fine. Unfortunately, this poses a small problem since users have to login first before submitting a ticket. Otherwise, they will get the Invalid User name and Password if they submit a ticket via email first and then try to check the status. Hope they get this fixed quickly.

[Manny]

Do you know if there is a way to import the users from AD? That way eSupport would see the user already in the DB and would not create a new acct for them. Or do you know of a way that I can send an Auto response when a ticket is sent via email to anyone who has not logged in manually first asking them to first login? I am getting more and more users that can't login and I don't want to delete the data in those two tables everytime someone submits a ticket before they login. And I certainly don't want to fix everyone individually.

[dnicol]

Have a look at our open ldap loginshare code.
Open Ldap Loginshare

[sureshkumar.mr]

You can delete selective records by using the below SQL queries.

delete from swusers where loginapi_userid='0'
delete from swuseremails where userid in (select userid from swusers where loginapi_userid='0')
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