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Active Directory to OSTicket Sync

Queries LDAP and enriches OSTicket user context so support records stay aligned to directory identity data.

Internal-only entry. Do not publish externally without review.
Type
Field Tool
Lifecycle
Active
Last touched
2026-03-26
Visibility
Internal

Purpose

Synchronize directory identity data into OSTicket to improve ticket-user alignment and support workflow context.

Current state

Concrete script evidence exists in Aether and the connector is treated as active. Current registry posture is production with validation-needed detail: account-context enrichment behavior is clear, while field-level mapping and ownership routing remain under-documented.

Next step

Document source-of-truth rules, field mapping, current maintainer ownership, and whether any student-user scope is included.

Interfaces

Inputs
  • Active Directory data
  • OSTicket database connection config
Outputs
  • updated OSTicket user context

Reality to Action trace

Reality Ingestion

Contributes in this stage.

Canonical Storage

Not in scope.

Automation Engines

Contributes in this stage.

Human Interfaces

Not in scope.

Operational Adoption

Contributes in this stage.

Core workflow

TBD. Document the 5-10 steps that define the core workflow.

Data integrity and contracts

Source of truth rules

  • Active Directory is the canonical identity source.
  • OSTicket is updated to reflect directory-aligned user context.

Safe handling

  • Protect LDAP and database credentials.
  • Restrict support-system exports and logs.

Operational notes

Reliability posture

Script-level logging exists, but field mapping and centralized alerting remain validation items.

Observability

  • script logs
  • OSTicket row updates
  • scheduled run output

Security and privacy

Confidential staff identity and support-account data; internal only.

Dependencies

Upstream
  • Active Directory
  • OSTicket MySQL access
  • scheduled runtime
Downstream
  • ticket-user alignment
  • support workflow context

Ownership

Owners

Technology Services

Users

Technology Services, help desk, Josh Barton (owner)

Active Directory to OSTicket Sync

Operational Notes

  • The registry ties this workflow to Push-ADToOsTicket.sh and helper libraries under lib/.
  • Cron evidence points to a 30-minute recurring run.
  • Behavior classification: directory-to-ticket enrichment sync. This is not an SSO provisioning flow and not a full account-lifecycle system.
  • Failure weakens ticket-user alignment and pushes support staff back to manual reconciliation.

Registry Alignment

  • Mapped registry entry: INT-037
  • Registry clarified: there is a concrete script and schedule behind the inventory name, even though field-level mapping is still incomplete.
  • Validation gaps: Confirm the source-of-truth field mapping, exact maintainer, and any student-user impact.