When the domain prefix is needed for the userid ?

Document ID : KB000105401
Last Modified Date : 06/07/2018
Show Technical Document Details
Issue:
Logon to ServiceDesk application failed for a couple of users, not all users.
<<
boplgin 3388 ERROR bplaccess.c 3337 AHD04043:The user name or password you entered is not correct. Please try again.
>>
The password is correct.
 
Environment:
Service Desk 14.1
Service Desk 17.0
Service Desk 17.1
Windows 2008 R2
Windows 2012
 
Cause:
The userid defined in contact of ServiceDesk should match the userid sent by windows if you have configured SSO mode or username sent to servicedesk console. We have to check for this specific user and modify the contact accordingly.
 
Resolution:
When we have an authentication problem and need to check if the prefix is needed, we could verify what is received in ServiceDesk

1/ To activate the verbose mode on session.c , execute
pdm_logstat -f session.c verbose

2/ Request end user to logon again (Let's say the username is endusername)

3/ search in stdlog what is sent to ServiceDesk, at the command prompt on ServioceDesk server, execute
nxcd
find/i "username=" stdlog.*

3-1/ with this output, no need to prefix
SRVB           web:local            2272 VERBOSE      session.c             5562 The parameter is not callback_func, USERNAME=endusername
SRVB           web:local            2272 TRACE        session.c             3706 URI  from session 0 POSTDATA: PDA=No PIN=******** USERNAME=endusername

3-2/ with this output, you will need to add the prefix dom
SRVB           web:local            2272 VERBOSE      session.c             5562 The parameter is not callback_func, USERNAME=dom\endusername
SRVB           web:local            2272 TRACE        session.c             3706 URI  from session 0 POSTDATA: PDA=No PIN=******** USERNAME=dom\endusername

domain prefix