how do you hide old user from the assigned to field in the ticket?

Herculeon 66 Reputation points

We have technicians that have left the company. Their user was part of of the Global Operators Group. My ldap query for AD connector is:

In the global members property, in the included members area i have user department contains IT AND OU does not equal "Disabled Users" AND configuration object status equals active. However, the technicians who are no longer here still show as a selection for "assigned to".

I would really like old users hidden to prevent as a possible selection.

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Service Manager
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  1. Andreas Baumgarten 100.8K Reputation points MVP

    Hi @Herculeon ,

    If you filter disabled users in AD Connector you wont' get the latest updated details of a disabled user from AD in SCSM.
    Because the disabled user in AD is out of scope of the AD Connector SCSM didn't get the latest updated details like the updated OU = "DisabledUsers".
    You should check the OU and DN properties of the AD disabled users in SCSM.

    • Value of OU property?
    • Value of DN ?
    • Value of object status?

    Also keep in mind the group membership is calculated with a delay up to 30 minutes. The dynamic group members are not calculated in "real time".

    Here I did some tests with an AD Connector syncing disabled users as well. And the "dynamic group membership" in "Global Operators" works as expected

    The settings are like this:


    I choosed contains for the OU criteria because with nested OUs the path is synced in this property:



    (If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

    Andreas Baumgarten

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  1. Herculeon 66 Reputation points

    thank you for the infomation. however, it does not seem to work appropriately. i do have those old users in a different group. that other group worked but the disabled did not. weird but as long as it works, that is good.

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