Logging into Self-Service Portal creates a new Requester account
Good afternoon. We are just starting to use the Self-Service portal and found that when a requester logs into the portal, a new account is created under requesters. If I modify the new account to have the correct information (full name, email address, etc., the user cannot see their submitted ticket any longer in the portal. I noticed the domain name pulled from Active Directory is redplanet1.org (Canonical name) but users are not able to log on when they choose that domain in the drop down. They have to choose JRCH_MAIN which is the Domain name.
We need to have the portal recognize requesters by the account that is already pulled from Active Directory and not create a new requester account.
Example attached.
Thank you!
Rae Will