Verify LDAP Authentication Outside of Trusted Agent
Trusted Agent relays authentication requests from CSM servers using the same LDAP configuration settings that are specified in CSM Administrator. The most common cause of LDAP authentication problems is LDAP misconfiguration due to the number and variety of LDAP directory types and settings.
If LDAP authentication is not working through Trusted Agent, verify the LDAP settings by running CSM Administrator on the same network as the LDAP directory. Enable "Client-side LDAP" so that LDAP queries are executed directly by CSM Administrator rather than sending them to the Cherwell Application Server for execution. If the LDAP settings work correctly when on the same network as the LDAP directory, enable Trusted Agent usage.
See Trusted Agent.