pdm_ldap_import errors out with "Method got_record in Ldap_Group_Catcher failed (LDAP agent not found)".

Document ID : KB000006217
Last Modified Date : 14/02/2018
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Issue:

Service Desk integrated with AD for import ldap user information.

The command pdm_ldap_test is working correctly but the command pdm_ldap_import return error:

"Method got_record in Ldap_Group_Catcher failed (LDAP agent not found)"

 

pdm_ldap_import_error.jpg

 

In the stdlog, following error is displayed:

03/16 13:26:25.61 win2012r2sql   web:local            2144 ERROR        freeaccess.spl        7944 search_with_where: sync_fetch  failed: LDAP agent not found

Same when you try to import from the web interface Service Desk Tab - New Contact from Ldap ...

 

NewContactfromLdap2.jpg

 

Environment:
CA Service Desk Manager 14.1CA Service Desk Manager 12.9
Cause:

The NX.env file was updated to include the following environment variable:

@NX_LDAP_DOMAIN=AD1

Resolution:

The default domain is the one that was configured in Administration Tab - Option manager - Ldap options.
Here , it is not defined the variable @NX_LDAP_DOMAIN for the default domain and then you can reference to it, omitting the -n parameter in the pdm_ldap_import command i.e. pdm_ldap_import without the -n parameter does not return any error and import the users from default domain.

Same, when you import the contacts from web interface Service Desk Tab - New Contact from Ldap ... in the Domain Name field , you do not specify any value and you get the contacts from the default domain defined in Option manager - Ldap options.

But if you "name" this default domain by defining it manually in the NX.env file the variable @NX_LDAP_DOMAIN=AD1 (by example) , then you will need to reference this default domain by the name you set , and so, you need the -n flag :
pdm_ldap_import -n "AD1"

The same also applies when you import the contacts from web interface Service Desk Tab - New Contact from Ldap ... in the Domain Name field , you need to specify the "name" set , if not, you will get the "Ldap agent not found" error.

AD1contactsearch.jpg

Additional Information:

 

For environments running SDM in Advanced Availability architecture refer to:

TEC1788456 - Best Practice for PDM_OPTIONS_MGR Changes in a Service Desk Manager (SDM) Advanced Availability (AA) Installation 

 

For environments running SDM in Conventional architecture, proceed as follows in each SDM server:

TEC612988 - Best Practice when doing Changes to NX.ENV: using the 'pdm_options_mgr' command