Ticket 01 — New User Onboarding
Ticket Summary
A new employee required a domain account and the appropriate departmental access.
This ticket represents a typical IT Support onboarding request in which I prepare a user's account and assign access according to the employee's role.
User Request
The user submitted a service-desk request asking IT Support to create and configure their account.
Figure 1: New user onboarding request submitted through osTicket.
Initial Assessment
I reviewed the request and identified the user's department and the access required for the role.
The onboarding task involved:
- Creating the domain user account
- Placing the account within the appropriate Active Directory structure
- Assigning the required security-group membership
- Verifying the resulting configuration
- Confirming that the account was ready for use
The objective was to provide the access required for the user's role while following the existing group-based access model.
Technical Resolution
I configured the user's account within the Active Directory environment using the organizational structure and security groups established earlier in the lab.
The onboarding workflow followed the existing access model:
New Employee
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Domain User Account
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Departmental Structure
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Security Group
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Authorized Resources
Verification
After the account configuration was completed, I verified the relevant account and access configuration.
The checks included:
- User account configuration
- Departmental placement
- Security-group membership
- Readiness for domain authentication
The completed Active Directory environment therefore provided the identity and access configuration required for the new employee.
Service Desk Resolution
Once the technical work had been completed and verified, I recorded the resolution in osTicket.
Figure 2: Technician resolution response recorded in osTicket.
Ticket Closure
After I documented the resolution, I closed the ticket.
Figure 3: osTicket showing the onboarding request resolved and closed.
The completed ticket lifecycle was:
User Request
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Ticket Submitted
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Technical Investigation
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Active Directory Configuration
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Verification
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Technician Response
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Ticket Closed