When your organization uses Active Directory (AD) authentication, the Active Directory users and groups are imported to ServiceDesk during Active Directory synchronizations. The ServiceDesk users and groups are stored in the Process Manager database.
Table: How Active Directory users can be added to ServiceDesk
During the synchronization between ServiceDesk and Active Directory
You can schedule full or update ServiceDesk synchronizes with Active Directory to obtain new and updated users and groups from Active Directory. During synchronization, the user and the group data from Active Directory overwrites the user and the group data that is in ServiceDesk.
This method is available only if the option Auto Create Users on Initial Login is selected for the Active Directory server.
Users in Active Directory that have not been imported into ServiceDesk can be added to ServiceDesk when they log on to the Process Manager portal.
When such a user enters their logon credentials, ServiceDesk checks the credentials against the Process Manager database. If the credentials are not there, ServiceDesk checks the credentials against Active Directory and adds the user to ServiceDesk.