We have the Single Sign-On function of ServiceDesk turned on and working perfectly, however when I turn the Active Directory/LDAP import tool on and have it automatically import new users, it causes a duplicate of every single requester in our database.

When looking at the requester list, one list will show requesters with our domain name and the other has the domain listed as '-' (Which I assume to mean that they're there for local authentication).

I wouldn't mind this except many of our less technologically inclined requesters call in to the help desk and a technician sets up a ticket for them; with the duplicates, they are unsure which account to associate the ticket to just in case the requester tries to log in later to check the ticket status.

How can we get around this?