KACE Product Support

We are a multi-domain corporation.  We have the parent domain with several child domains.  We have multiple locations with users and IT support staff and have been "rolling" the service desk since June to the other locations.  We have encountered a problem with users on the parent domain importing into the database. 

We may have a jsmith@parentdomain and a jsmith@childdomain1 and jsmith@childdomain2

Currently childdomain2 has not been merged with us since the acquistion but is in the process.

We have our LDAP imports setup nightly.  JSmith will only import 1 time and update on each different import with the last one ran if jsmith is found on another domain.  The system will authenciate either jsmith and allow them in however the user record holds the correct for only one of them.  JSmith@domain entered a ticket; however, JSmith@childdomain1 was the user info on the ticket which he was contacted and replied back any of his issues were resolved.  Ticket was closed and an email notification went to JSmith@childdomain1.  Two days later, JSmith@domain contacted the IT staff there to report no one had contacted him and when he logged in to check the status of the ticket, it showed as closed.  He opened in to read the comments and realized the ticket entered had the wrong user.

We entered a ticket for Kace Support and had a webex meeting with them yesterday.  Any suggestions given have not worked out for us.  We worked approximately 8 months on the service desk with a good deal of my time researching the knowledge base and AppDeploy/ITNinja looking for solutions to our issues.  Both have been very helpful, especially with the ticket rules.  So I'm posting here for some answers or possible solutions to this issue within Kace; otherwise, the only resolution we can come to is to create an alias on childdomain1 (this is where Kace is located) that points back to parentdomain/childdomain2.  This would require the user to use the alias id to log into Kace.  This would only be for the duplicates we across the domains.

Different organizations may be the way to go for importing the users; however, we are global and all users must have the ability to enter tickets that have the potential to be sent to another site for support so there again is the problem of getting same ids into the system.  We tried importing parentdomain by email address as suggested by Kace; however, the users were unable to log into the system using their email address as the login.