KevinTheJedi Sadly "Email address is the unique identifier" is not true within our organisation, which has evolved in odd ways due to various business reasons as well as a mixture technical approaches to email addresses over the years.
In an ideal world, our default email addresses would match our AD authentication.
But this is the real world, and so things are messier. In our case, a single user communicating with osTicket via email will be seen as one user and the same person logging in via their Microsoft Entra account will be seen as another. As much I wish we had been more consistent, various business reasons mean some of our users need to keep default email addresses which don't always match their (much more consistently defined) AD identifiers.
In our mind, being able to use emails to communicate with osTicket would be much easier for our users. But the assumption of 1:1 user/email means we can't currently open that route up to them.
Is this something that could be remedied by a plugin?
I've found; https://github.com/poctob/OSTEquipmentPlugin/wiki/Plugin-Development-Introduction, but php isn't a language we regularly develop with.
