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You may want to map the mail attribute on the LDAP to the email address as well as the login id on the Service Desk side. This is possible by following the steps listed here. Procedure
For Mapping the mail attribute on the LDAP to the e_mail and user_login attributes on CA Cloud ServiceAide Cloud Service Management.
Define the attributes as follows in the map.attribute file of the Contact Sync utility:
e_mail=mail
user_login=${mail}
TechId: TEC000004590
Keywords: mail; LDAP