LDAP, Username <=> Email Mapping

BridgeMan

PreAmble:
I've Been trawling the forums and github for a few days now and I've found problems that look like mine, but don't smell like it.

System Information:
I have OSTicket Version 1.18.3,
Apache/2.4.66 (Debian),
MySQL version 11.8.3(Marai DB),
PHP Version 8.4.16,

I'm using the official plugings
LDAP Authentication and Lookup Version 0.6.2,
Attachments on the fileystem Version 0.3,
OAuth2 Client Version 0.6,

I have no errors in my console during registrations.

Issue:
When looking up users, sometimes the LDAP lookup plugin is able to pull the mail information. Sometimes it isn't. That is for some users it will happily lookup the user, find their mail address, and populate a new user. For others it will fail to log them in using their email address (as LDAP plugin can't find it), forcing a login with their Sam Account name. This will then cause the registration window to appear and have them manually type in their email address.

Not the worst thing in the world but it bugs me and it confuses my users.
Rather than try to guess what the troubleshooting will be and cut it ahead of time. I'll just do whatever trouble shooting steps the community can come up with and report back what happens.

I look forward to having this resolved... if it can be.
Edit: Many grammar and spelling mistakes
Edit2: clarification

KevinTheJedi

BridgeMan

What's the differences between the users that can be found/authenticated via email address vs ones that aren't? Different OU, different account type, etc.?

Cheers.

BridgeMan

KevinTheJedi
As far as I can tell there is no difference.
Each account in AD is a user, They are stored in a base OU,
Just in case this isn't clear, this is mostly a registration problem.

Once the account is registered there is no problem, but if a LDAP lookup is done on a user, the lookup will sometimes just not pull all the details.

I am specifically looking at new users. these are newly created in AD with the appropriate fields filled out. Then I will go to OSTicket and attempt to sign in with the associated email address, and I'll get a generic "Access Denied" error, the same as I would get for any given combination of username and password that is no good.

This does not happen every time. It's inconsistent. What I'll do here is start taking screen shots of my step-by-step process and hopefully I get a replication and share it here in the near future.