LDAP and Active Directory

Agent and customer authentication through LDAP or Active Directory is configured separately.

Overview

This page explains how to use LDAP and Active Directory and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Save the LDAP configuration. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

2. Test the connection and search. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Activate or deactivate the configuration. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

4. Map LDAP attributes to Qisutu fields. Open the existing record, change only the required fields, and check dependent assignments before saving.

5. Keep agent and customer-user providers separate. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.