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.
Service Desk 14.1
Service Desk 17.0
Service Desk 17.1
Windows 2008 R2
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.
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
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