fix(connectors): retain exact CSV source evidence

Release v0.1.27. Coordinated integrity review: GovOPlaN/govoplan-core#298.

README.md

@@ -74,6 +74,16 @@ every result. Migration into native Wiki is preview-only: conflicts, attachment
 collisions, unsupported macros, truncation, and source fingerprints are
 reported before a target-side write is considered.
 
+The Znuny/OTRS-compatible service-desk adapter uses deployment-defined
+GenericInterface REST routes. It supports identity-only links, bounded snapshot
+imports, and ongoing synchronization with explicit authority, queue, ACL, and
+dynamic-field mappings. Stable tickets, articles, and attachment references are
+preserved with mapping-loss diagnostics; attachment bytes remain provider-side.
+Optional Search integration rechecks the current profile, tenant, scope, and ACL
+for every result. Revision-checked external updates are limited to governed-sync
+profiles and use durable recovery evidence. Tickets, Helpdesk, and Cases remain
+authoritative for their own business records and conversion workflows.
+
 RSS and Atom emission is a bounded renderer, not an authority shortcut. Every
 selected entry declares whether it came from a GovOPlaN event, publication,
 case, or report and carries an opaque owning-module reference and optional
@@ -106,3 +116,22 @@ See:
 - [OpenDesk integration map](docs/OPENDESK_INTEGRATION_MAP.md)
 - [Governed connector configuration](docs/GOVERNED_CONNECTOR_CONFIGURATION.md)
 - [MediaWiki and BlueSpice connector](docs/MEDIAWIKI_BLUESPICE_CONNECTOR.md)
+- [Znuny and OTRS-compatible service-desk connector](docs/ZNUNY_OTRS_CONNECTOR.md)
+
+## Git-source WebUI package
+
+The repository root exposes `@govoplan/connectors-webui` for Git-tagged release
+dependencies. It mirrors the owning `webui/package.json` version, public
+TypeScript/CSS exports and peer requirements, with entry paths under
+`webui/src`. Consumers provide the shared Core/React peers; the facade runs no
+development or install scripts. The source archive contains `webui/src`, this
+README and any repository license file. Run module development checks from `webui/`; Python
+installation remains governed by `pyproject.toml`.
+
+Das Repository stellt `@govoplan/connectors-webui` am Wurzelpfad für versionierte
+Git-Abhängigkeiten bereit. Version, öffentliche TypeScript-/CSS-Exporte und
+Peer-Anforderungen entsprechen `webui/package.json`; die Einstiegspfade liegen
+unter `webui/src`. Gemeinsame Core-/React-Peers stellt die einbindende Anwendung
+bereit. Die Fassade führt keine Entwicklungs- oder Installationsskripte aus.
+Entwicklungsprüfungen bleiben in `webui/`, die Python-Installation weiterhin in
+`pyproject.toml` definiert.

docs/CONNECTOR_SOURCE_LIFECYCLE.md

@@ -132,6 +132,25 @@ explicit refresh. Missing Files capability, revoked file access, quarantine,
 oversized or malformed content, inactive/stale credentials, unreachable SQL,
 and timeout failures produce sanitized unavailable/validation diagnostics.
 
+XLSX archive checks and workbook parsing run in a fresh disposable Core worker.
+Each invocation allows 15 seconds wall time, 10 CPU seconds and 512 MiB virtual
+address space, with no file output. The typed transport allows 8 MiB input and
+64 MiB result bytes, at most 64 nesting levels and 1,000,000 value nodes. These
+transport bounds include serialization overhead. The existing workbook bounds
+remain 5,000,000 raw bytes, 50,000,000 expanded bytes, 5,000 archive entries,
+100:1 compression ratio, 500 columns and 10,000 row positions after the header.
+Authorization and exact-version file reads happen in the parent; credentials,
+SQL sessions and durable changes are never passed to the parser.
+
+Users receive an explicit failure rather than a partial source when resource
+or transport limits are exceeded; reduce workbook size or complexity before
+retrying. The Core `GOVOPLAN_ISOLATED_PROCESS_CONCURRENCY` setting limits active work per
+API/worker process without queuing. Busy capacity may be retried later. Missing
+POSIX resource controls, cancellation and worker failure produce sanitized
+unavailable diagnostics; there is no in-process fallback. Operators must keep
+the Core worker API available and account for the aggregate memory of all
+active worker slots across API/worker replicas.
+
 All three current providers declare projection and pagination pushdown only.
 Filters, aggregations, and sorting remain in Dataflow until an adapter explicitly
 declares and tests those operations.

docs/ZNUNY_OTRS_CONNECTOR.md

@@ -0,0 +1,188 @@
+# Znuny and OTRS-compatible service-desk connector
+
+## Boundary
+
+Connectors owns the governed endpoint profile, GenericInterface REST transport,
+credential hand-off, provider discovery, bounded synchronization, external
+references, mapping diagnostics, health, and recovery evidence. It does not own
+ticket, helpdesk, or case semantics. A synchronized provider ticket remains an
+external service-desk ticket; creating or relating a GovOPlaN Ticket, Helpdesk
+item, or Case is the responsibility of the corresponding optional module.
+
+The provider interface is `connectors.external_service_desk@1.0.0`, and the
+target-tested provider declaration is `connectors.znuny.tickets`.
+
+## Governed configuration and routes
+
+Create an active connector definition/configuration with:
+
+- `provider`: `znuny`, `otrs`, or `znuny_otrs`;
+- `protocol`: `generic_interface_rest` (the aliases `rest` and
+  `otrs_generic_interface_rest` are accepted);
+- an HTTP(S) endpoint that passes the central outbound-request policy; and
+- an optional scoped Core credential-envelope reference.
+
+Znuny GenericInterface routes are configured by each deployment rather than
+being one universal product API. The profile therefore governs relative search,
+ticket-read, and optional update paths and their supported
+methods. Ticket and update paths must contain `{ticket_id}`. An optional
+absolute HTTP(S) browser URL template may contain `{ticket_id}` or
+`{ticket_number}`. `search_filters` carries up to 100 deployment-supported,
+secret-free GenericTicket search criteria such as queue identifiers. It cannot
+override synchronization bounds, ordering, change cursors, or authentication.
+Routes cannot change authority or contain credentials.
+
+Header authentication is the recommended default. The adapter supports the
+documented `X-OTRS-Header-UserLogin`, `X-OTRS-Header-Password`,
+`X-OTRS-Header-SessionID`, and customer-login headers. A legacy credential may
+declare `auth_mode: body`, but then every affected route must use POST. Secret
+fields are never placed in a GET URL, persisted projection, diagnostic, or API
+response. Core also treats these provider headers as redirect-sensitive and
+removes them before following any cross-origin redirect.
+
+Reference configuration examples:
+
+- [Znuny GenericTicketConnectorREST example](https://doc.znuny.org/znuny/admin/webservices/examples/GenericTicketConnectorREST/index.html)
+- [Znuny provider and header authentication](https://doc.znuny.org/znuny-7_1/admin/webservices/provider/)
+- [Znuny web-service configuration](https://doc.znuny.org/znuny-7_3/admin/webservices/config/index.html)
+
+## Profile policy
+
+The integration and authority choices are intentionally separate but bounded:
+
+| Integration mode | Allowed authority | Maturity |
+| --- | --- | --- |
+| `link` | `linked_reference` | `link` through `search` |
+| `import` | `external_authoritative`, `external_mirror` | exactly `read` |
+| `synchronize` | `external_authoritative`, `governed_sync` | exactly `synchronize` |
+
+`link` retains stable identity and routing facts and asks the provider not to
+return articles, attachments, or dynamic fields; any unexpectedly returned
+content is still discarded. `import` is a deliberate bounded full snapshot and
+never silently changes to delta synchronization.
+`synchronize` completes a full reconciliation and then advances to overlap-safe
+change-time deltas.
+
+Queue mappings govern inclusion, an optional opaque target queue reference, and
+tenant or restricted visibility with ACL tokens. A restricted default requires
+at least one ACL token. Provider-supplied `GovOPlaNVisibility` and
+`GovOPlaNACL` fields win when valid. Otherwise a reviewed queue mapping wins,
+then the profile default. Standard GenericInterface installations do not expose
+a portable ticket-ACL contract, so every fallback is visible as a diagnostic.
+
+Dynamic-field mappings govern source name, optional target name, inclusion, and
+`string`, `number`, `boolean`, `date`, or `json` conversion. Conversion loss,
+unreturned configured fields, provider-specific ticket fields, synthesized
+identities, and truncation are structured diagnostics rather than silent loss.
+
+## Discovery and synchronization
+
+Discovery performs a bounded ticket search and records health, API family,
+route hash, the exact governed configuration revision/hash, product/version
+evidence, capabilities, maturity, and diagnostics. A changed endpoint,
+configuration revision, or route map invalidates that evidence: synchronization,
+and updates fail closed until discovery is repeated, while prior projections are
+invalidated and Search stays closed until a new full reconciliation verifies
+them. Integration, route, queue, or dynamic-field mapping changes also reset the
+cursor and require a full reconciliation. Recognized Znuny or OTRS major
+versions 6 and later can reach synchronization maturity. An unverified
+product/version stays at read maturity. An update route adds the technical
+`publish` capability, but does not override profile authority.
+
+Full synchronization first obtains a stable ordered identity set, then reads at
+most 500 tickets per call. A continued full run stores its offset, identity-set
+fingerprint, and cumulative high-watermark. If the provider identity set changes
+mid-run, the cursor is rejected and the operator must restart the full run. A
+completed full run reconciles local removals and, for `synchronize` mode,
+transitions to an overlap-safe delta cursor.
+
+An explicit `full` request always restarts at the beginning; `auto` continues a
+committed full cursor or advances a completed delta cursor. A caller-supplied
+cursor must exactly match the profile's committed cursor, and delta mode cannot
+bootstrap a profile that has not completed its full synchronization.
+
+Delta synchronization reads the bounded candidate set, orders changes by
+provider change time and ticket id, and suppresses only the exact ticket
+revisions already observed at the current timestamp boundary. A previously seen
+ticket that has changed again is therefore not lost. Every run requires a
+profile-wide idempotency key. An exact replay returns the committed run without
+contacting the provider; reuse for a different request or changed profile policy
+is rejected.
+
+Operational bounds:
+
+- at most 10,000 ticket identities per profile search;
+- at most 500 ticket reads per API call;
+- at most 10 MB per provider response;
+- a 20-second outbound timeout; and
+- a 4,000-character cursor, including timestamp-boundary identities.
+
+Partition larger or unusually bursty providers into queue-scoped profiles by
+combining provider-side queue `search_filters` with matching queue mappings. A
+full-run fingerprint conflict requires a restart. A timestamp-boundary overflow
+requires a narrower partition. These are explicit safety stops, not partial
+success claims.
+
+## Mapping and attachment policy
+
+Each ticket projection retains stable ticket id/number, title, type, queue,
+target queue reference, state, priority, owner, responsible user, customer user,
+organization, service, SLA, creation/change times, mapped dynamic fields,
+articles, attachment metadata, permission source, ACLs, canonical URL, content
+hash, provider revision, cursor, observation time, and source provenance.
+
+Article and attachment references use Core `ExternalObjectReference` values.
+Article bodies are capped at 200,000 characters. Attachment content is never
+retained; only stable identity, filename, media type, size, disposition, content
+id, article/ticket relationship, version, and provenance are mapped. Returned
+bytes produce an `attachment_content_omitted` diagnostic.
+
+## Search authorization
+
+When Search is installed and both desired and discovered maturity permit it,
+active non-deleted ticket projections are indexed. Search documents carry the
+current visibility, ACL tokens, external reference, source revision, routing
+metadata, article text, and bounded dynamic-field keywords.
+
+Authorization always fails closed unless all of these remain true:
+
+- the requesting principal belongs to the exact tenant;
+- the principal has `connectors:service_desk:read`;
+- the profile remains active and search-capable;
+- the ticket remains active; and
+- tenant visibility applies or a current account, membership, identity, group,
+  role, function, or scope ACL token intersects.
+
+Pausing a profile or changing fallback/queue ACLs updates or removes Search
+projections immediately. Search also rechecks the current database state for
+every result, so a delayed index update does not grant access.
+
+## Governed external updates and recovery
+
+An external update is allowed only when the profile is active, authority is
+`governed_sync`, discovery recorded the `publish` capability, and the caller has
+`connectors:service_desk:update`. The request must include the synchronized
+provider revision and a new idempotency key. Supported governed fields are
+title, queue, state, priority, owner, responsible user, and explicitly mapped
+dynamic fields.
+
+Before dispatch, the adapter refetches the ticket and rejects a stale revision.
+After dispatch, it refetches again and verifies both the changed revision and
+every requested field value. A transport failure before a conclusive provider
+response, an unchanged revision, or a requested value that cannot be confirmed
+becomes `outcome_unknown`. Do not retry with another key. Inspect the provider
+ticket and reconcile its accepted revision through the Core recovery evidence
+first. Local database rollback cannot undo a remote provider mutation.
+
+## Administrator verification
+
+1. Create the governed definition/configuration and scoped credential envelope.
+2. Create a restricted profile with reviewed routes, queue partitions, dynamic
+   fields, authority, and fallback ACLs.
+3. Discover and confirm product/version, maturity, capabilities, and diagnostics.
+4. Finish a keyed full run; continue while its cursor kind is `full`.
+5. Run a new keyed automatic delta and inspect effects, losses, and health.
+6. Verify one allowed and one denied Search principal against a restricted ticket.
+7. If governed writes are enabled, update a non-production ticket with its
+   current revision, then verify provider and recovery evidence.
+8. Reconcile every `outcome_unknown` run before any retry.

package.json

@@ -0,0 +1,31 @@
+{
+  "name": "@govoplan/connectors-webui",
+  "version": "0.1.27",
+  "private": true,
+  "type": "module",
+  "main": "webui/src/index.ts",
+  "module": "webui/src/index.ts",
+  "types": "webui/src/index.ts",
+  "exports": {
+    ".": {
+      "types": "./webui/src/index.ts",
+      "import": "./webui/src/index.ts"
+    },
+    "./styles/connectors.css": "./webui/src/styles/connectors.css"
+  },
+  "peerDependencies": {
+    "@govoplan/core-webui": "^0.1.18",
+    "react": ">=19.2.7 <20",
+    "react-dom": ">=19.2.7 <20"
+  },
+  "peerDependenciesMeta": {
+    "@govoplan/core-webui": {
+      "optional": true
+    }
+  },
+  "files": [
+    "webui/src",
+    "README.md",
+    "LICENSE"
+  ]
+}

pyproject.toml

@@ -4,7 +4,7 @@ build-backend = "setuptools.build_meta"
 
 [project]
 name = "govoplan-connectors"
-version = "0.1.21"
+version = "0.1.27"
 description = "Governed connector catalogue and tabular source capabilities for GovOPlaN."
 readme = "README.md"
 requires-python = ">=3.12"
@@ -12,7 +12,7 @@ license = "AGPL-3.0-or-later"
 authors = [{ name = "GovOPlaN" }]
 dependencies = [
   "defusedxml>=0.7,<1",
-  "govoplan-core>=0.1.32",
+  "govoplan-core>=0.1.46",
   "openpyxl>=3.1.5,<4",
 ]
 

src/govoplan_connectors/backend/db/models.py

@@ -47,6 +47,8 @@ class ConnectorTabularSource(Base, TimestampMixin):
     row_count: Mapped[int] = mapped_column(Integer, nullable=False)
     byte_count: Mapped[int] = mapped_column(Integer, nullable=False)
     metadata_: Mapped[dict[str, Any]] = mapped_column("metadata", JSON, default=dict, nullable=False)
+    # Original upload content is deliberately excluded from ordinary catalogue loads/DTOs.
+    csv_source_: Mapped[dict[str, Any] | None] = mapped_column("csv_source", JSON, nullable=True, deferred=True)
     created_by: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
     updated_by: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
     deleted_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True), nullable=True, index=True)
@@ -632,6 +634,187 @@ class ConnectorKnowledgeSyncRun(Base, TimestampMixin):
     finished_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True))
 
 
+class ConnectorServiceDeskProfile(Base, TimestampMixin):
+    __tablename__ = "connector_service_desk_profiles"
+    __table_args__ = (
+        UniqueConstraint(
+            "tenant_id",
+            "configuration_id",
+            name="uq_connector_service_desk_profile_configuration",
+        ),
+        Index(
+            "ix_connector_service_desk_profiles_tenant_status",
+            "tenant_id",
+            "status",
+        ),
+    )
+
+    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(36), nullable=False, index=True)
+    configuration_id: Mapped[str] = mapped_column(
+        ForeignKey("connector_configurations.id", ondelete="RESTRICT"),
+        nullable=False,
+        index=True,
+    )
+    status: Mapped[str] = mapped_column(
+        String(30), default="active", nullable=False, index=True
+    )
+    integration_mode: Mapped[str] = mapped_column(
+        String(30), default="synchronize", nullable=False, index=True
+    )
+    product: Mapped[str] = mapped_column(
+        String(50), default="unknown", nullable=False, index=True
+    )
+    product_version: Mapped[str | None] = mapped_column(String(100))
+    desired_maturity: Mapped[str] = mapped_column(
+        String(30), default="synchronize", nullable=False
+    )
+    discovered_maturity: Mapped[str] = mapped_column(
+        String(30), default="discover", nullable=False
+    )
+    source_authority_mode: Mapped[str] = mapped_column(
+        String(40), default="external_authoritative", nullable=False
+    )
+    default_visibility: Mapped[str] = mapped_column(
+        String(30), default="restricted", nullable=False
+    )
+    default_acl_tokens: Mapped[list[str]] = mapped_column(
+        JSON, default=list, nullable=False
+    )
+    routes: Mapped[dict[str, Any]] = mapped_column(JSON, default=dict, nullable=False)
+    queue_mappings: Mapped[list[dict[str, Any]]] = mapped_column(
+        JSON, default=list, nullable=False
+    )
+    dynamic_field_mappings: Mapped[list[dict[str, Any]]] = mapped_column(
+        JSON, default=list, nullable=False
+    )
+    capabilities: Mapped[list[str]] = mapped_column(JSON, default=list, nullable=False)
+    discovery_revision: Mapped[str | None] = mapped_column(String(255), index=True)
+    discovered_configuration_revision: Mapped[int | None] = mapped_column(Integer)
+    discovered_configuration_hash: Mapped[str | None] = mapped_column(String(64))
+    discovery_evidence: Mapped[dict[str, Any]] = mapped_column(
+        JSON, default=dict, nullable=False
+    )
+    health_status: Mapped[str] = mapped_column(
+        String(30), default="unknown", nullable=False, index=True
+    )
+    health_details: Mapped[dict[str, Any]] = mapped_column(
+        JSON, default=dict, nullable=False
+    )
+    discovered_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True))
+    last_sync_cursor: Mapped[str | None] = mapped_column(String(4000))
+    last_high_watermark: Mapped[str | None] = mapped_column(String(500))
+    resource_revision: Mapped[int] = mapped_column(Integer, default=1, nullable=False)
+    updated_by: Mapped[str | None] = mapped_column(String(255), index=True)
+
+
+class ConnectorServiceDeskObject(Base, TimestampMixin):
+    __tablename__ = "connector_service_desk_objects"
+    __table_args__ = (
+        UniqueConstraint(
+            "profile_id",
+            "object_type",
+            "external_id",
+            name="uq_connector_service_desk_object_identity",
+        ),
+        Index(
+            "ix_connector_service_desk_objects_tenant_profile_status",
+            "tenant_id",
+            "profile_id",
+            "status",
+        ),
+        Index(
+            "ix_connector_service_desk_objects_tenant_updated",
+            "tenant_id",
+            "source_updated_at",
+        ),
+    )
+
+    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(36), nullable=False, index=True)
+    profile_id: Mapped[str] = mapped_column(
+        ForeignKey("connector_service_desk_profiles.id", ondelete="CASCADE"),
+        nullable=False,
+        index=True,
+    )
+    object_type: Mapped[str] = mapped_column(String(40), nullable=False, index=True)
+    external_id: Mapped[str] = mapped_column(String(255), nullable=False)
+    external_ticket_number: Mapped[str | None] = mapped_column(String(255), index=True)
+    title: Mapped[str] = mapped_column(String(500), nullable=False)
+    canonical_url: Mapped[str | None] = mapped_column(String(1500))
+    status: Mapped[str] = mapped_column(
+        String(30), default="active", nullable=False, index=True
+    )
+    source_revision: Mapped[str] = mapped_column(String(255), nullable=False)
+    content_hash: Mapped[str] = mapped_column(String(64), nullable=False, index=True)
+    visibility: Mapped[str] = mapped_column(
+        String(30), default="restricted", nullable=False
+    )
+    acl_tokens: Mapped[list[str]] = mapped_column(JSON, default=list, nullable=False)
+    mapped_data: Mapped[dict[str, Any]] = mapped_column(
+        JSON, default=dict, nullable=False
+    )
+    provenance: Mapped[dict[str, Any]] = mapped_column(
+        JSON, default=dict, nullable=False
+    )
+    change_cursor: Mapped[str | None] = mapped_column(String(4000), index=True)
+    source_updated_at: Mapped[datetime | None] = mapped_column(
+        DateTime(timezone=True), index=True
+    )
+    observed_at: Mapped[datetime] = mapped_column(
+        DateTime(timezone=True), nullable=False, index=True
+    )
+    resource_revision: Mapped[int] = mapped_column(Integer, default=1, nullable=False)
+
+
+class ConnectorServiceDeskSyncRun(Base, TimestampMixin):
+    __tablename__ = "connector_service_desk_sync_runs"
+    __table_args__ = (
+        UniqueConstraint(
+            "tenant_id",
+            "profile_id",
+            "idempotency_key",
+            name="uq_connector_service_desk_sync_run_idempotency",
+        ),
+        Index(
+            "ix_connector_service_desk_runs_profile_started",
+            "tenant_id",
+            "profile_id",
+            "started_at",
+        ),
+    )
+
+    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(36), nullable=False, index=True)
+    profile_id: Mapped[str] = mapped_column(
+        ForeignKey("connector_service_desk_profiles.id", ondelete="CASCADE"),
+        nullable=False,
+        index=True,
+    )
+    mode: Mapped[str] = mapped_column(String(40), nullable=False, index=True)
+    idempotency_key: Mapped[str] = mapped_column(String(255), nullable=False)
+    request_hash: Mapped[str] = mapped_column(String(64), nullable=False)
+    status: Mapped[str] = mapped_column(String(30), nullable=False, index=True)
+    cursor_before: Mapped[str | None] = mapped_column(String(4000))
+    cursor_after: Mapped[str | None] = mapped_column(String(4000))
+    high_watermark: Mapped[str | None] = mapped_column(String(500))
+    counts: Mapped[dict[str, Any]] = mapped_column(JSON, default=dict, nullable=False)
+    effects: Mapped[list[dict[str, Any]]] = mapped_column(
+        JSON, default=list, nullable=False
+    )
+    diagnostics: Mapped[list[dict[str, Any]]] = mapped_column(
+        JSON, default=list, nullable=False
+    )
+    provenance: Mapped[dict[str, Any]] = mapped_column(
+        JSON, default=dict, nullable=False
+    )
+    created_by: Mapped[str | None] = mapped_column(String(255), index=True)
+    started_at: Mapped[datetime] = mapped_column(
+        DateTime(timezone=True), nullable=False, index=True
+    )
+    finished_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True))
+
+
 __all__ = [
     "ConnectorConfiguration",
     "ConnectorDefinition",
@@ -639,6 +822,9 @@ __all__ = [
     "ConnectorKnowledgeObject",
     "ConnectorKnowledgeProfile",
     "ConnectorKnowledgeSyncRun",
+    "ConnectorServiceDeskObject",
+    "ConnectorServiceDeskProfile",
+    "ConnectorServiceDeskSyncRun",
     "ConnectorSanctionsAcquisitionRun",
     "ConnectorSanctionsSnapshot",
     "ConnectorSimulationRun",

src/govoplan_connectors/backend/dsar_provider.py

@@ -20,6 +20,8 @@ from govoplan_connectors.backend.db.models import (
     ConnectorDefinitionRevision,
     ConnectorKnowledgeProfile,
     ConnectorKnowledgeSyncRun,
+    ConnectorServiceDeskProfile,
+    ConnectorServiceDeskSyncRun,
     ConnectorSanctionsAcquisitionRun,
     ConnectorSimulationRun,
     ConnectorTabularSource,
@@ -41,6 +43,8 @@ class _SubjectSelectors:
     simulation_id: str | None
     knowledge_profile_id: str | None
     knowledge_run_id: str | None
+    service_desk_profile_id: str | None
+    service_desk_run_id: str | None
 
     @property
     def narrowed(self) -> bool:
@@ -53,6 +57,8 @@ class _SubjectSelectors:
                 self.simulation_id,
                 self.knowledge_profile_id,
                 self.knowledge_run_id,
+                self.service_desk_profile_id,
+                self.service_desk_run_id,
             )
         )
 
@@ -216,6 +222,45 @@ class ConnectorsDsarProvider:
                 )
             )
 
+        if not selectors.narrowed or selectors.service_desk_profile_id:
+            query = db.query(ConnectorServiceDeskProfile).filter(
+                ConnectorServiceDeskProfile.tenant_id == tenant_id,
+                ConnectorServiceDeskProfile.updated_by == selectors.account_id,
+            )
+            if selectors.service_desk_profile_id:
+                query = query.filter(
+                    ConnectorServiceDeskProfile.id
+                    == selectors.service_desk_profile_id
+                )
+            records.extend(
+                _service_desk_profile_attribution(row)
+                for row in _limited(
+                    query,
+                    ConnectorServiceDeskProfile.created_at,
+                    ConnectorServiceDeskProfile.id,
+                    label="service-desk profile attribution",
+                )
+            )
+
+        if not selectors.narrowed or selectors.service_desk_run_id:
+            query = db.query(ConnectorServiceDeskSyncRun).filter(
+                ConnectorServiceDeskSyncRun.tenant_id == tenant_id,
+                ConnectorServiceDeskSyncRun.created_by == selectors.account_id,
+            )
+            if selectors.service_desk_run_id:
+                query = query.filter(
+                    ConnectorServiceDeskSyncRun.id == selectors.service_desk_run_id
+                )
+            records.extend(
+                _service_desk_run_attribution(row)
+                for row in _limited(
+                    query,
+                    ConnectorServiceDeskSyncRun.started_at,
+                    ConnectorServiceDeskSyncRun.id,
+                    label="service-desk run attribution",
+                )
+            )
+
         if len(records) > _MAX_RECORDS:
             raise ValueError("Connectors DSAR result limit exceeded; narrow selectors.")
         return tuple(
@@ -322,6 +367,14 @@ def _subject_selectors(subject: DsarSubjectRef) -> _SubjectSelectors | None:
             references.get("connectors.knowledge_run"),
             references.get("connectors.knowledge_run_id"),
         ),
+        "service_desk_profile_id": _coalesce(
+            references.get("connectors.service_desk_profile"),
+            references.get("connectors.service_desk_profile_id"),
+        ),
+        "service_desk_run_id": _coalesce(
+            references.get("connectors.service_desk_run"),
+            references.get("connectors.service_desk_run_id"),
+        ),
     }
     if account is _CONFLICT or any(value is _CONFLICT for value in values.values()):
         return None
@@ -337,6 +390,8 @@ def _subject_selectors(subject: DsarSubjectRef) -> _SubjectSelectors | None:
         simulation_id=_optional_string(values["simulation_id"]),
         knowledge_profile_id=_optional_string(values["knowledge_profile_id"]),
         knowledge_run_id=_optional_string(values["knowledge_run_id"]),
+        service_desk_profile_id=_optional_string(values["service_desk_profile_id"]),
+        service_desk_run_id=_optional_string(values["service_desk_run_id"]),
     )
 
 
@@ -492,6 +547,49 @@ def _knowledge_run_attribution(
     )
 
 
+def _service_desk_profile_attribution(
+    row: ConnectorServiceDeskProfile,
+) -> DsarRecordRef:
+    return _record(
+        resource_type="service_desk_profile_actor_attribution",
+        resource_id=row.id,
+        title="External service-desk profile actor attribution",
+        data={
+            "service_desk_profile_id": row.id,
+            "configuration_id": row.configuration_id,
+            "status": row.status,
+            "integration_mode": row.integration_mode,
+            "desired_maturity": row.desired_maturity,
+            "source_authority_mode": row.source_authority_mode,
+            "resource_revision": row.resource_revision,
+            "activity": "updated_external_service_desk_profile",
+            "created_at": _iso(row.created_at),
+            "updated_at": _iso(row.updated_at),
+        },
+        observed_at=row.updated_at,
+    )
+
+
+def _service_desk_run_attribution(
+    row: ConnectorServiceDeskSyncRun,
+) -> DsarRecordRef:
+    return _record(
+        resource_type="service_desk_run_actor_attribution",
+        resource_id=row.id,
+        title="External service-desk operation actor attribution",
+        data={
+            "service_desk_run_id": row.id,
+            "service_desk_profile_id": row.profile_id,
+            "mode": row.mode,
+            "status": row.status,
+            "started_at": _iso(row.started_at),
+            "finished_at": _iso(row.finished_at),
+            "activity": "started_external_service_desk_operation",
+        },
+        observed_at=row.finished_at or row.started_at,
+    )
+
+
 def _record(
     *,
     resource_type: str,
@@ -560,6 +658,8 @@ _RESOURCE_TYPES = {
     "simulation_actor_attribution",
     "knowledge_profile_actor_attribution",
     "knowledge_run_actor_attribution",
+    "service_desk_profile_actor_attribution",
+    "service_desk_run_actor_attribution",
 }
 
 

src/govoplan_connectors/backend/german_documentation.py

@@ -0,0 +1,66 @@
+from __future__ import annotations
+
+from typing import Iterable
+
+from govoplan_core.core.modules import DocumentationTopic, localize_documentation_topics as _localize_topics
+
+
+_TRANSLATIONS = {
+    "connectors.data-subject-requests": {
+        "title": "Datenschutzanfragen zu Connector-Daten",
+        "summary": "Nachvollziehbare Connector-Aktivitäten exportieren, ohne Zugangsdaten oder externe Inhalte offenzulegen.",
+        "body": (
+            "Connectors gleicht ausschließlich eine eindeutige, mandantenbezogene Konto-ID ab und kann eine bereits verifizierte Suche auf eine Quelle, einen Abruf, eine Definition, Konfiguration, Simulation, ein externes Wissens- oder Service-Desk-Profil oder einen Connector-Vorgang begrenzen. Der Export weist Konfigurations-, Abruf-, Simulations-, externe Vorgangs- und Prüfaktivitäten anhand begrenzter Lebenszyklusmetadaten aus. Zugangsdaten, Endpunktreferenzen, Quelldatensätze, externe Antworten, Anfrageinhalte, Mapping- oder Konfigurationsdokumente, Diagnosen, Provenienz, Hashwerte und Transportnachweise werden nie ausgegeben. Die Zuordnung zu handelnden Personen bleibt unveränderlicher Governance- und Vorgangsnachweis und wird nicht automatisch gelöscht. E-Mail- oder Objektkennungen ohne verifizierte Konto-ID begründen keinen Treffer."
+        ),
+    },
+    "connectors.governed-configuration": {
+        "title": "Connector-Definitionen und Simulationen steuern",
+        "summary": "Connector-Schemata und Mappings versionieren und dabei lokale Überschreibungen sowie Prüfnachweise erhalten.",
+        "body": (
+            "Connector-Administrationen erstellen paketverwaltete oder lokale Definitionen, die Anbieter, Protokoll, Fähigkeiten, Schemata, Mapping-Regeln, Validierung, Vorschau, Audit-Anforderungen, Datenschutz, Aufbewahrung, Grenzen und Wiederholungsverhalten ausdrücklich beschreiben. Jede Änderung erzeugt eine unveränderliche Revision. Eine Mandantenkonfiguration bindet genau eine Revision und speichert nur eine Zugangsdatenreferenz; Paketaktualisierungen ändern die wirksame Konfiguration erst nach bewusster Übernahme. Lokale Überschreibungen werden als geschützt angezeigt und bei der Übernahme erneut angewendet. Testläufe und Simulationen sind begrenzt, schwärzen konfigurierte Felder, sind über den Aufrufschlüssel idempotent und bewahren Konfigurations-, Mapping-, Eingabe- und externe Revisionsprovenienz. Mehrdeutige Ergebnisse folgen der Richtlinie für manuelle Prüfung, Quarantäne oder Ablehnung. Offene und quarantänisierte Nachweise müssen mit Begründung freigegeben oder abgelehnt werden. Eine erfolgreiche generische Simulation verspricht keinen anbieterspezifischen Live-Schreibzugriff."
+        ),
+    },
+    "connectors.authority-and-effects": {
+        "title": "Autorität und Wirkungen eines Connectors verstehen",
+        "summary": "Richtung, technische Reife und konfigurierte Quellenautorität getrennt und sichtbar behandeln.",
+        "body": (
+            "Ein Connector kann Daten beziehen, veröffentlichen oder bidirektional arbeiten und von reiner Erkennung bis zum vollständigen Ersatz reifen. Jede Bindung legt getrennt fest, ob GovOPlaN führend ist, einer externen Autorität folgt, einen Spiegel führt, nach Konfliktregeln synchronisiert, eine Governance-Schicht ergänzt oder nur einen Verweis bewahrt. Schreibende Anbieter müssen Revisionen, Grenzen, Idempotenz, unbekannte Ergebnisse, Nachweise, Abgleich, Korrektur, Ausfallverhalten und Anforderungen an Geheimnisse erläutern."
+        ),
+    },
+    "connectors.runtime-preview-contract": {
+        "title": "Connector-Vorschauen und Diagnosen",
+        "summary": "Für externe Transporte ein einheitliches, begrenztes und geschwärztes Testlaufformat verwenden.",
+        "body": (
+            "Connectors verantwortet Endpunkterkennung, Authentifizierungsübergabe, Transportgrenzen, Wiederholungen und Protokollzustand. Fachmodule verantworten Feldzuordnung, Validierung, Abgleich und Datensatzänderungen. Der gemeinsame Core-Laufzeitvertrag meldet geschwärzte Wirkungen und Diagnosen zusammen mit Quellrevisionen, Fingerabdrücken und unveränderlichen Eingabe-Hashes. Tabellarische Vorschauen begrenzen Zeilen, serialisierte Bytes und Laufzeit und melden Abschneidungen strukturiert. Eine Übernahme muss veraltete, abgeschnittene, widersprüchliche oder fehlerhafte Vorschauen ablehnen; Zugangsdaten erscheinen weder in URLs noch in Beispielen."
+        ),
+    },
+    "connectors.tabular-sources": {
+        "title": "Gesteuerte tabellarische Quellen",
+        "summary": "Anbieterneutrale Quellenerkennung und begrenzte Lesezugriffe für Dataflow bereitstellen.",
+        "body": (
+            "Connectors verantwortet Quellkonfiguration, Zugriffsprüfung, Schemaerkennung, Fingerabdrücke und begrenzte Lesevorgänge. Dataflow speichert nur undurchsichtige Quellreferenzen und erwartete Fingerabdrücke. Jede Quelle weist ihren Live-, Cache-, Datei- oder statischen Modus, einen strukturierten Zustand und unterstützte Projektion, Filterung, Aggregation, Sortierung und Seitennavigation aus. Unveränderliche JSON- und CSV-Snapshots bleiben verfügbar. Verwaltete CSV- und XLSX-Quellen nutzen optional Files, binden eine exakt autorisierte Version, erzwingen Archiv- und Entpackgrenzen und übernehmen neuere Versionen erst nach ausdrücklicher Aktualisierung. "
+            "XLSX-Lesevorgänge prüfen die tatsächlichen Koordinaten des ausgewählten Arbeitsblatts vor dem Aufbau des Zellrasters: höchstens 500 Spalten und 10.000 Zeilenpositionen nach der Kopfzeile einschließlich leerer Zwischenräume. Unzuverlässige Dimensionsangaben vergrößern weder das Raster noch verbergen sie Zellen; übergroße oder widersprüchliche Koordinaten führen zu einem Validierungsfehler statt zu still abgeschnittenen Daten. "
+            "Der PostgreSQL-Adapter nutzt eine aktive gesteuerte Konfiguration und eine eingegrenzte Core-Zugangsdatenhülle, liest nur einfache Schema- und Tabellenkennungen und blockiert bei Konfigurations-, Zugangsdaten- oder Schemadrift bis zur geprüften Aktualisierung. Zugangsdaten, Endpunkte, Speicherschlüssel und interne Dateiinhalte werden nie über die Quelle offengelegt."
+        ),
+    },
+    "connectors.sanctions-snapshots": {
+        "title": "Snapshots von Sanktionsquellen",
+        "summary": "Unveränderliche, per Prüfsumme verifizierbare Sanktionslistennachweise abrufen, ohne Prüfsachverhalte zu übertragen.",
+        "body": (
+            "Connectors stellt eine deterministische synthetische Testquelle und die offizielle konsolidierte XML-Liste des Sicherheitsrats der Vereinten Nationen bereit. Jeder Abruf zeichnet bedingte Transportnachweise, begrenzte Wiederholungen, Zustand, Quellmetadaten, Rohbeleg und SHA-256-Prüfsumme auf. Vor Anbieterzugriffen erwirbt die Aktualisierung eine verteilte Recovery-Sperre; unveränderlicher Snapshot und abschließender Recovery-Prüfpunkt werden anschließend in einer Transaktion gespeichert. Derselbe Anfrageschlüssel liefert dasselbe Ergebnis. Risk Compliance verantwortet Normalisierung, Abgleich, rechtliche Prüfung und Entscheidungen."
+        ),
+    },
+    "connectors.rss-atom": {
+        "title": "RSS- und Atom-Feeds",
+        "summary": "Gesteuerte Feed-Snapshots importieren und nach Sichtbarkeit gefilterte Feeds ausgeben.",
+        "body": (
+            "Connectors verantwortet begrenzten, gegen SSRF geschützten RSS-/Atom-Transport und XML-Verarbeitung. Importierte Einträge werden zu unveränderlichen tabellarischen Snapshots in Datasources und enthalten Abruf, Aktualität, ETag, Inhaltsdigest und Quellprovenienz. Ausgaben akzeptieren nur provenienzbelegte Ereignis-, Veröffentlichungs-, Fall- oder Berichtsauswahlen einer verantwortlichen Oberfläche. Die Zielgruppe setzt die Sichtbarkeitsobergrenze: Öffentliche Feeds enthalten nur öffentliche Einträge; mandantenbezogene oder private Feeds benötigen eine eigene Berechtigung. Aufrufende Stellen dürfen keine eigene Sichtbarkeitsliste vorgeben. Portal oder Reporting verantwortet dauerhafte Veröffentlichungsrouten und autorisiert jeden Zugriff auf eingeschränkte Feeds neu. Ein eigenes RSS-Modul ist erst erforderlich, wenn GovOPlaN später eine eigenständige Feed-Reader-Oberfläche benötigt."
+        ),
+    },
+}
+
+
+def localize_documentation_topics(
+    topics: Iterable[DocumentationTopic],
+) -> tuple[DocumentationTopic, ...]:
+    return _localize_topics(topics, locale="de", translations=_TRANSLATIONS)

src/govoplan_connectors/backend/german_structured_documentation.py

@@ -0,0 +1,77 @@
+"""German translations for public structured documentation metadata."""
+
+from __future__ import annotations
+
+from typing import Any
+
+
+GERMAN_STRUCTURED_TRANSLATIONS: dict[str, dict[str, Any]] = {'connectors.data-subject-requests': {'consequence_classes': {'exclude_connector_secrets': 'Gibt '
+                                                                                           'niemals '
+                                                                                           'Anmeldeinformationen, '
+                                                                                           'Endpunkte, '
+                                                                                           'externe '
+                                                                                           'Zeilen '
+                                                                                           'oder '
+                                                                                           'Beweisnutzlasten '
+                                                                                           'zurück.',
+                                                              'export_operator_attribution': 'Retouren '
+                                                                                             'minimierte '
+                                                                                             'Connector-Aktivität '
+                                                                                             'für '
+                                                                                             'das '
+                                                                                             'genaue '
+                                                                                             'Konto.',
+                                                              'retain_connector_evidence': 'Bewahrt '
+                                                                                           'die '
+                                                                                           'Konfiguration '
+                                                                                           'und '
+                                                                                           'die '
+                                                                                           'Rechenschaftspflicht '
+                                                                                           'für '
+                                                                                           'externe '
+                                                                                           'Operationen '
+                                                                                           'bei.'}},
+ 'connectors.governed-configuration': {'outcome': 'Das aktive Konnektorverhalten ist inspizierbar, '
+                                                  'versionengebunden, testbar und überprüfbar, '
+                                                  'bevor ein anbieterspezifisches Schreiben '
+                                                  'erfolgt.',
+                                       'prerequisites': ['Eine Konnektordefinition wurde '
+                                                         'installiert oder erstellt.',
+                                                         'Anmeldematerial wird außerhalb der '
+                                                         'Connector-URL gespeichert und durch eine '
+                                                         'genehmigte geheime Kennung '
+                                                         'referenziert.'],
+                                       'verification': 'Laden Sie die Konfiguration neu, prüfen '
+                                                       'Sie geschützte Pfade und effektiven Hash, '
+                                                       'führen Sie eine Simulation mit einem neuen '
+                                                       'idempotency-Schlüssel aus und lösen Sie '
+                                                       'alle ausstehenden Überprüfungsergebnisse.'},
+ 'connectors.mediawiki-bluespice': {'outcome': 'Externes Wissen bleibt identitätsstabil, '
+                                               'verlustsichtbar, ACL-sicher und migrationsfähig.',
+                                    'prerequisites': ['Eine aktive verwaltete MediaWiki Action '
+                                                      'API-Konfiguration existiert.',
+                                                      'Namespace-Ziele und Fallback-ACLs wurden '
+                                                      'überprüft.',
+                                                      'Die Such- und Wiki-Module sind optional und '
+                                                      'bleiben fähigkeitsgetrennt.'],
+                                    'verification': 'Entdecken Sie das Profil neu, führen Sie ein '
+                                                    'Delta mit Schlüsseln aus, inspizieren Sie '
+                                                    'Gesundheit und Diagnose, überprüfen Sie einen '
+                                                    'erlaubten und verweigerten Suchprinzipal und '
+                                                    'führen Sie einen Migrations-Dry-Run aus, '
+                                                    'bevor Sie zielseitig arbeiten.'},
+ 'connectors.znuny-otrs': {'outcome': 'Externe Tickets bleiben identitätsstabil, verlustsichtbar, '
+                                      'ACL-sicher, wiederherstellbar und semantisch getrennt von '
+                                      'GovOPlaN-Domäneneinträgen.',
+                           'prerequisites': ['Eine aktiv gesteuerte Znuny/OTRS GenericInterface '
+                                             'REST-Konfiguration existiert.',
+                                             'Bereitstellungsdefinierte Routen, '
+                                             'Warteschlangenpartitionen, Autorität und '
+                                             'Fallback-ACLs wurden überprüft.',
+                                             'Tickets, Helpdesk, Cases und Search bleiben '
+                                             'optionale funktionsgetrennte Verbraucher.'],
+                           'verification': 'Entdecke das Profil neu, beende einen Keyed-Full-Run, '
+                                           'führe ein Keyed-Delta aus, inspiziere die '
+                                           'Mapping-Diagnose, überprüfe einen erlaubten und '
+                                           'verweigerten Suchprinzipal und versöhne jedes '
+                                           'ergebnisunbekannte Update vor dem erneuten Versuch.'}}

src/govoplan_connectors/backend/knowledge_search.py

@@ -1,5 +1,7 @@
 from __future__ import annotations
 
+from govoplan_connectors.backend.search_principal import principal_acl_tokens as _principal_acl_tokens
+
 from collections.abc import Mapping, Sequence
 from urllib.parse import quote
 
@@ -217,30 +219,6 @@ def search_document(
     )
 
 
-def _principal_acl_tokens(principal: object) -> tuple[str, ...]:
-    values: list[str] = []
-    for prefix, attribute in (
-        ("account", "account_id"),
-        ("membership", "membership_id"),
-        ("identity", "identity_id"),
-    ):
-        value = getattr(principal, attribute, None)
-        if value:
-            values.append(f"{prefix}:{value}")
-    for prefix, attribute in (
-        ("group", "group_ids"),
-        ("role", "role_ids"),
-        ("function", "function_assignment_ids"),
-        ("scope", "scopes"),
-    ):
-        values.extend(
-            f"{prefix}:{value}"
-            for value in getattr(principal, attribute, ())
-            if value
-        )
-    return tuple(dict.fromkeys(values))[:500]
-
-
 def _has_scope(principal: object, required: str) -> bool:
     check = getattr(principal, "has", None)
     if callable(check):

src/govoplan_connectors/backend/manifest.py

@@ -1,5 +1,8 @@
 from __future__ import annotations
 
+from govoplan_core.core.modules import with_documentation_structured_translations
+from govoplan_connectors.backend.german_structured_documentation import GERMAN_STRUCTURED_TRANSLATIONS
+
 from pathlib import Path
 
 from govoplan_core.core.access import (
@@ -14,6 +17,7 @@ from govoplan_core.core.datasources import CAPABILITY_DATASOURCE_ORIGINS
 from govoplan_core.core.feeds import CAPABILITY_CONNECTORS_FEEDS
 from govoplan_core.core.modules import (
     CapabilityDocumentation,
+    DocumentationCondition,
     DocumentationTopic,
     FrontendModule,
     MigrationSpec,
@@ -50,6 +54,9 @@ from govoplan_connectors.backend.db.models import (
     ConnectorKnowledgeObject,
     ConnectorKnowledgeProfile,
     ConnectorKnowledgeSyncRun,
+    ConnectorServiceDeskObject,
+    ConnectorServiceDeskProfile,
+    ConnectorServiceDeskSyncRun,
     ConnectorSanctionsAcquisitionRun,
     ConnectorSanctionsSnapshot,
     ConnectorSimulationRun,
@@ -69,6 +76,19 @@ from govoplan_connectors.backend.knowledge_connector import (
 from govoplan_connectors.backend.knowledge_search import (
     create_external_knowledge_search_source,
 )
+from govoplan_connectors.backend.service_desk_connector import (
+    SERVICE_DESK_ADMIN_SCOPE,
+    SERVICE_DESK_CAPABILITY,
+    SERVICE_DESK_INTERFACE_VERSION,
+    SERVICE_DESK_PROVIDER_ID,
+    SERVICE_DESK_READ_SCOPE,
+    SERVICE_DESK_SYNC_SCOPE,
+    SERVICE_DESK_UPDATE_SCOPE,
+    ExternalServiceDeskCapability,
+)
+from govoplan_connectors.backend.service_desk_search import (
+    create_external_service_desk_search_source,
+)
 from govoplan_connectors.backend.dsar_provider import (
     CONNECTORS_DSAR_CAPABILITY,
     ConnectorsDsarProvider,
@@ -97,12 +117,16 @@ from govoplan_connectors.backend.provider_state import (
     TABULAR_PROVIDER_ID,
     knowledge_provider_states,
     sanctions_provider_states,
+    service_desk_provider_states,
     tabular_provider_states,
 )
+from govoplan_connectors.backend.german_documentation import (
+    localize_documentation_topics,
+)
 
 
 MODULE_ID = "connectors"
-MODULE_VERSION = "0.1.21"
+MODULE_VERSION = "0.1.27"
 TABULAR_SOURCE_INTERFACE_VERSION = "0.1.0"
 DATASOURCE_ORIGIN_INTERFACE_VERSION = "0.1.0"
 SANCTIONS_SNAPSHOT_INTERFACE_VERSION = "1.0.0"
@@ -149,6 +173,11 @@ ARCHITECTURE = ModuleArchitectureDeclaration(
             reference="tests/test_mediawiki_connector.py",
             summary="Exercises deterministic MediaWiki/BlueSpice discovery, stable mapping, bounded deltas, ACL-safe Search, migration loss diagnostics, and publication recovery states.",
         ),
+        ModuleMaturityEvidence(
+            kind="test",
+            reference="tests/test_service_desk_connector.py",
+            summary="Exercises Znuny/OTRS profile policy, stable ticket mapping, bounded synchronization, Search authorization, governed updates, and unknown-outcome evidence.",
+        ),
         ModuleMaturityEvidence(
             kind="documentation",
             reference="docs/CONNECTOR_SOURCE_LIFECYCLE.md",
@@ -158,8 +187,9 @@ ARCHITECTURE = ModuleArchitectureDeclaration(
     known_limits=(
         "Tabular origins support immutable snapshots, exact managed CSV/XLSX versions, and read-only PostgreSQL tables; arbitrary REST and other database adapters remain future providers.",
         "Feed publication renders a governed document but does not yet push it to an external publishing endpoint.",
-        "The MediaWiki/BlueSpice adapter publishes revision-checked page edits; generic simulations and all other providers do not imply a live write capability.",
+        "MediaWiki/BlueSpice publication and governed-sync Znuny/OTRS ticket updates are explicit revision-checked write paths; generic simulations and other providers do not imply a live write capability.",
         "Migration into native Wiki is preview-only; a target-side write worker and Wiki-owned mutation contract remain future work.",
+        "The Znuny/OTRS GenericInterface route map is deployment-defined; queues must be partitioned below the 10000-ticket identity bound and attachment bytes remain provider-side.",
     ),
     supported_authority_modes=(
         "external_authoritative",
@@ -173,6 +203,7 @@ ARCHITECTURE = ModuleArchitectureDeclaration(
         "immutable connector snapshots",
         "connector acquisition health",
         "external knowledge synchronization evidence",
+        "external service-desk transport and synchronization evidence",
     ),
     non_owned_concepts=(
         "datasource catalogue identity and lifecycle",
@@ -180,29 +211,35 @@ ARCHITECTURE = ModuleArchitectureDeclaration(
         "data transformations",
         "screening dispositions",
         "native Wiki spaces, pages, and revision semantics",
+        "ticket, article, customer, case, and helpdesk business semantics",
     ),
     target_tested_providers=(
         TABULAR_PROVIDER_ID,
         SANCTIONS_PROVIDER_ID,
         KNOWLEDGE_PROVIDER_ID,
+        SERVICE_DESK_PROVIDER_ID,
     ),
     documentation=ModuleArchitectureDocumentation(
         migration=("src/govoplan_connectors/backend/migrations/versions",),
         upgrade=(
             "docs/CONNECTOR_SOURCE_LIFECYCLE.md",
             "docs/MEDIAWIKI_BLUESPICE_CONNECTOR.md",
+            "docs/ZNUNY_OTRS_CONNECTOR.md",
         ),
         recovery=(
             "docs/CONNECTOR_SOURCE_LIFECYCLE.md",
             "docs/MEDIAWIKI_BLUESPICE_CONNECTOR.md",
+            "docs/ZNUNY_OTRS_CONNECTOR.md",
         ),
         security=(
             "docs/CONNECTOR_SOURCE_LIFECYCLE.md",
             "docs/MEDIAWIKI_BLUESPICE_CONNECTOR.md",
+            "docs/ZNUNY_OTRS_CONNECTOR.md",
         ),
         operations=(
             "docs/CONNECTOR_SOURCE_LIFECYCLE.md",
             "docs/MEDIAWIKI_BLUESPICE_CONNECTOR.md",
+            "docs/ZNUNY_OTRS_CONNECTOR.md",
         ),
     ),
 )
@@ -384,6 +421,77 @@ EXTERNAL_PROVIDERS = (
             "connectors.mediawiki-bluespice",
         ),
     ),
+    ExternalProviderDeclaration(
+        id=SERVICE_DESK_PROVIDER_ID,
+        module_id=MODULE_ID,
+        label="Znuny and OTRS-compatible service-desk provider",
+        maturity="synchronize",
+        operations=("discover", "link", "search", "read", "publish", "synchronize"),
+        objects=(
+            ProviderObjectDeclaration(
+                object_type="external_service_desk_ticket",
+                field_groups=(
+                    "stable_identity",
+                    "queue_and_routing",
+                    "state_and_priority",
+                    "users_and_organizations",
+                    "articles",
+                    "attachment_metadata",
+                    "dynamic_fields",
+                    "permissions",
+                    "source_provenance",
+                ),
+                authority_modes=(
+                    "external_authoritative",
+                    "external_mirror",
+                    "governed_sync",
+                    "linked_reference",
+                ),
+                default_authority_mode="external_authoritative",
+            ),
+        ),
+        behavior=ProviderBehaviorDeclaration(
+            revision_tokens="Stable ticket, ticket-number, article, and attachment identities plus provider change timestamps, discovery revisions, cursors, and content hashes are retained.",
+            concurrency="Profiles use optimistic revisions; governed ticket updates require the synchronized provider revision and a durable idempotency fence.",
+            freshness="Discovery time, synchronization high-watermark, cursor, provider change time, observation time, and profile health remain explicit.",
+            health="Product/version verification, authentication, transport, route policy, mapping loss, ACL fallback, Search deferral, cursor bounds, and unknown update outcomes are explicit without exposing credentials.",
+            max_read_items=500,
+            idempotency="Every full, delta, or update operation requires a profile-wide caller key; exact replays return committed evidence and mismatched reuse is rejected.",
+            retry="Discovery and read-only synchronization can be retried deliberately; an update with an unknown outcome must be reconciled against the provider before retry.",
+            timeout_seconds=20,
+            conflicts="Queue inclusion, target refs, ACLs, dynamic fields, authority, and route mappings are explicit; updates reject stale provider revisions.",
+            outcome_unknown="A timed-out or inconclusive remote update remains outcome-unknown behind durable recovery evidence until an operator verifies the provider ticket revision.",
+            outcome_unknown_supported=True,
+            evidence="Mapped tickets retain stable external references, revisions, transport and mapping provenance, current ACLs, loss diagnostics, and operation effects; attachment bytes are never retained.",
+            audit_event_types=(
+                "connectors.service_desk.profile.created",
+                "connectors.service_desk.profile.updated",
+                "connectors.service_desk.profile.discovered",
+                "connectors.service_desk.profile.synchronized",
+                "connectors.service_desk.ticket.updated",
+            ),
+            correction="A later provider revision updates or restores the connector projection while prior synchronization and mutation evidence stays retained.",
+            rollback="Local projection and terminal recovery evidence commit atomically; a remote provider update cannot be rolled back by a local transaction.",
+            reconciliation="Rediscover the deployment-defined GenericInterface routes, compare stable ticket revisions, finish or restart bounded synchronization, and inspect unresolved remote mutations.",
+            outage="Authorized existing projections remain visible with explicit stale health; no provider freshness or write-success claim is made during an outage.",
+            classifications=("internal", "confidential", "restricted"),
+            purposes=(
+                "external service-desk discovery",
+                "authorized federated search",
+                "ticket reference or import",
+                "bounded synchronization",
+                "governed ticket update",
+            ),
+            retention="The tenant's connector, Tickets, Helpdesk, Cases, and Records policies determine projection and operation-evidence retention.",
+            secret_handling="Credentials resolve from a scoped Core envelope and use approved headers or POST bodies; they never enter GET URLs, snapshots, diagnostics, or API responses.",
+        ),
+        capability_names=(SERVICE_DESK_CAPABILITY,),
+        interface_names=(SERVICE_DESK_CAPABILITY,),
+        documentation_topic_ids=(
+            "connectors.authority-and-effects",
+            "connectors.znuny-otrs",
+        ),
+    ),
 )
 
 
@@ -462,6 +570,26 @@ PERMISSIONS = (
         "Preview knowledge migration",
         "Dry-run a bounded migration into Wiki and inspect loss or conflict diagnostics.",
     ),
+    _permission(
+        SERVICE_DESK_READ_SCOPE,
+        "View external service-desk tickets",
+        "View authorized Znuny/OTRS profiles, mapped tickets, and synchronization evidence.",
+    ),
+    _permission(
+        SERVICE_DESK_ADMIN_SCOPE,
+        "Administer service-desk connectors",
+        "Configure GenericInterface routes, queues, fields, authority, visibility, and discovery.",
+    ),
+    _permission(
+        SERVICE_DESK_SYNC_SCOPE,
+        "Synchronize service-desk tickets",
+        "Run bounded Znuny/OTRS backfills and change synchronization.",
+    ),
+    _permission(
+        SERVICE_DESK_UPDATE_SCOPE,
+        "Update external service-desk tickets",
+        "Apply governed revision-checked ticket updates with durable recovery evidence.",
+    ),
 )
 
 ROLE_TEMPLATES = (
@@ -482,6 +610,10 @@ ROLE_TEMPLATES = (
             KNOWLEDGE_SYNC_SCOPE,
             KNOWLEDGE_PUBLISH_SCOPE,
             KNOWLEDGE_MIGRATE_SCOPE,
+            SERVICE_DESK_READ_SCOPE,
+            SERVICE_DESK_ADMIN_SCOPE,
+            SERVICE_DESK_SYNC_SCOPE,
+            SERVICE_DESK_UPDATE_SCOPE,
         ),
     ),
     RoleTemplate(
@@ -497,13 +629,20 @@ ROLE_TEMPLATES = (
             KNOWLEDGE_READ_SCOPE,
             KNOWLEDGE_SYNC_SCOPE,
             KNOWLEDGE_MIGRATE_SCOPE,
+            SERVICE_DESK_READ_SCOPE,
+            SERVICE_DESK_SYNC_SCOPE,
         ),
     ),
     RoleTemplate(
         slug="connector_source_reader",
         name="Connector source reader",
         description="Discover and preview tabular connector sources.",
-        permissions=(READ_SCOPE, SANCTIONS_READ_SCOPE, KNOWLEDGE_READ_SCOPE),
+        permissions=(
+            READ_SCOPE,
+            SANCTIONS_READ_SCOPE,
+            KNOWLEDGE_READ_SCOPE,
+            SERVICE_DESK_READ_SCOPE,
+        ),
     ),
 )
 
@@ -542,6 +681,10 @@ def _knowledge_provider(_context) -> ExternalKnowledgeCapability:
     return ExternalKnowledgeCapability()
 
 
+def _service_desk_provider(_context) -> ExternalServiceDeskCapability:
+    return ExternalServiceDeskCapability()
+
+
 def _tenant_summary(session, tenant_id: str) -> dict[str, int]:
     return {
         "connector_definitions": (
@@ -595,6 +738,24 @@ def _tenant_summary(session, tenant_id: str) -> dict[str, int]:
             .filter(ConnectorKnowledgeSyncRun.tenant_id == tenant_id)
             .count()
         ),
+        "connector_service_desk_profiles": (
+            session.query(ConnectorServiceDeskProfile)
+            .filter(ConnectorServiceDeskProfile.tenant_id == tenant_id)
+            .count()
+        ),
+        "connector_service_desk_objects": (
+            session.query(ConnectorServiceDeskObject)
+            .filter(
+                ConnectorServiceDeskObject.tenant_id == tenant_id,
+                ConnectorServiceDeskObject.status != "deleted",
+            )
+            .count()
+        ),
+        "connector_service_desk_runs": (
+            session.query(ConnectorServiceDeskSyncRun)
+            .filter(ConnectorServiceDeskSyncRun.tenant_id == tenant_id)
+            .count()
+        ),
     }
 
 
@@ -612,6 +773,9 @@ manifest = ModuleManifest(
         "reporting",
         "risk_compliance",
         "search",
+        "tickets",
+        "helpdesk",
+        "cases",
         "wiki",
     ),
     required_capabilities=(
@@ -647,6 +811,10 @@ manifest = ModuleManifest(
             name=KNOWLEDGE_CAPABILITY,
             version=KNOWLEDGE_INTERFACE_VERSION,
         ),
+        ModuleInterfaceProvider(
+            name=SERVICE_DESK_CAPABILITY,
+            version=SERVICE_DESK_INTERFACE_VERSION,
+        ),
         ModuleInterfaceProvider(name=CONNECTORS_DSAR_CAPABILITY, version="0.1.0"),
     ),
     requires_interfaces=(
@@ -687,6 +855,14 @@ manifest = ModuleManifest(
                 parent_id="connectors.admin.governed-configurations",
                 order=30,
             ),
+            ViewSurface(
+                id="connectors.admin.external-service-desk",
+                module_id=MODULE_ID,
+                kind="section",
+                label="External service desk",
+                parent_id="connectors.admin.governed-configurations",
+                order=40,
+            ),
         ),
     ),
     capability_factories={
@@ -696,6 +872,7 @@ manifest = ModuleManifest(
         CAPABILITY_CONNECTORS_SANCTIONS_SNAPSHOTS: (_sanctions_snapshot_provider),
         CAPABILITY_CONNECTORS_FEEDS: _feed_provider,
         KNOWLEDGE_CAPABILITY: _knowledge_provider,
+        SERVICE_DESK_CAPABILITY: _service_desk_provider,
         CONNECTORS_DSAR_CAPABILITY: _dsar_provider,
     },
     capability_documentation={
@@ -715,6 +892,11 @@ manifest = ModuleManifest(
             factory=create_external_knowledge_search_source,
             order=65,
         ),
+        SearchSourceProviderRegistration(
+            id=SERVICE_DESK_PROVIDER_ID,
+            factory=create_external_service_desk_search_source,
+            order=66,
+        ),
     ),
     architecture=ARCHITECTURE,
     external_providers=EXTERNAL_PROVIDERS,
@@ -734,6 +916,11 @@ manifest = ModuleManifest(
             provider_id=KNOWLEDGE_PROVIDER_ID,
             provider=knowledge_provider_states,
         ),
+        ExternalProviderStateProviderRegistration(
+            module_id=MODULE_ID,
+            provider_id=SERVICE_DESK_PROVIDER_ID,
+            provider=service_desk_provider_states,
+        ),
     ),
     migration_spec=MigrationSpec(
         module_id=MODULE_ID,
@@ -741,6 +928,9 @@ manifest = ModuleManifest(
         script_location=str(Path(__file__).with_name("migrations") / "versions"),
         retirement_supported=True,
         retirement_provider=drop_table_retirement_provider(
+            ConnectorServiceDeskSyncRun,
+            ConnectorServiceDeskObject,
+            ConnectorServiceDeskProfile,
             ConnectorKnowledgeSyncRun,
             ConnectorKnowledgeObject,
             ConnectorKnowledgeProfile,
@@ -760,6 +950,9 @@ manifest = ModuleManifest(
     ),
     uninstall_guard_providers=(
         persistent_table_uninstall_guard(
+            ConnectorServiceDeskSyncRun,
+            ConnectorServiceDeskObject,
+            ConnectorServiceDeskProfile,
             ConnectorKnowledgeSyncRun,
             ConnectorKnowledgeObject,
             ConnectorKnowledgeProfile,
@@ -773,7 +966,39 @@ manifest = ModuleManifest(
             label="Connectors",
         ),
     ),
-    documentation=(
+    documentation=localize_documentation_topics((
+        DocumentationTopic(
+            id="connectors.csv-source-fidelity",
+            title="Preserving original CSV input",
+            summary="Choose explicit text or legacy type inference, and retrieve the verified original of new CSV snapshots.",
+            body=(
+                "CSV snapshot and managed-file creation accept csv_value_mode=text to preserve field whitespace, decimal digits, large identifiers, boolean-looking text and explicit empty records as strings. "
+                "Text mode rejects missing/extra fields and malformed quoting rather than dropping values. Headers remain normalized and blank physical lines are not table rows; the original upload preserves these lexical details. "
+                "Omitting csv_value_mode keeps legacy_typed API behavior for existing clients. Legacy inference can trim values, infer numbers/booleans and omit empty rows; choose text when exact values matter. "
+                "New CSV snapshots retain the original supplied text, delimiter, parser profile and UTF-8 SHA-256 separately from catalogue responses; csv_source metadata is reserved verified evidence, not a place to supply content. "
+                "GET /api/v1/connectors/tabular-sources/{source_ref}/original-csv requires current connectors:source:read or connectors:source:admin authority in the same tenant, verifies the checksum, audits the export without source content, and returns an uncached attachment. "
+                "The export preserves the text submitted to the API as UTF-8, not an earlier file encoding. It does not sanitize spreadsheet formulas: treat imported originals as untrusted data. "
+                "Original text and parsed rows each remain limited to 5 MB, with at most 10,000 parsed rows. Each snapshot can retain up to 5 MB of original text, plus serialization and metadata storage overhead. Source text follows the snapshot lifecycle; retired/deleted sources are not downloadable. "
+                "Managed files retain their original through the exact Files version and its access/lifecycle policy; text mode is pinned in source metadata and preserved on refresh. Existing snapshot fingerprints and historical rows are never rewritten. "
+                "Original text cannot be reconstructed for older snapshots: the endpoint reports it unavailable. Schema inference now shares one ordered, bounded-state mechanism with Datasources while preserving legacy provider type classifications."
+            ),
+            layer="always", documentation_types=("user", "admin"), audience=("user", "module_admin", "operator"), order=8,
+            translations={"de": {
+                "title": "Ursprüngliche CSV-Eingaben erhalten",
+                "summary": "Textwerte oder bisherige Typableitung ausdrücklich wählen und das geprüfte Original neuer CSV-Snapshots abrufen.",
+                "body": (
+                    "CSV-Snapshots und verwaltete Dateiquellen unterstützen csv_value_mode=text. Dieser Modus erhält Leerzeichen in Feldwerten, Dezimalstellen, große Kennungen, boolesch wirkenden Text und ausdrücklich leere Datensätze als Zeichenketten. "
+                    "Fehlende oder zusätzliche Felder und fehlerhafte Anführungszeichen werden abgelehnt. Überschriften werden weiterhin normalisiert; vollständig leere physische Zeilen sind keine Tabellenzeilen. Das Original erhält auch diese Texteigenschaften. "
+                    "Ohne csv_value_mode bleibt für bestehende API-Aufrufe legacy_typed aktiv. Dabei können Werte gekürzt, Zahlen/Wahrheitswerte abgeleitet und leere Zeilen ausgelassen werden. Für genaue Werte wählen Sie Text. "
+                    "Neue CSV-Snapshots speichern den gelieferten Originaltext, Trennzeichen, Parserprofil und UTF-8-SHA-256 getrennt vom Katalog. csv_source-Metadaten sind reservierter geprüfter Nachweis. "
+                    "GET /api/v1/connectors/tabular-sources/{source_ref}/original-csv benötigt aktuelle Rechte connectors:source:read oder connectors:source:admin im selben Mandanten, prüft die Prüfsumme, protokolliert den Export ohne Quellinhalt und liefert einen nicht zwischengespeicherten Download. "
+                    "Exportiert wird der an die API übermittelte Text als UTF-8, nicht eine frühere Dateikodierung. Tabellenformeln werden nicht verändert; behandeln Sie Originaldateien als nicht vertrauenswürdige Daten. "
+                    "Originaltext und verarbeitete Zeilen sind jeweils auf 5 MB begrenzt; höchstens 10.000 Zeilen werden angenommen. Pro Snapshot werden bis zu 5 MB Originaltext zuzüglich Speicher für Serialisierung und Metadaten aufbewahrt. Der Originaltext folgt dem Snapshot-Lebenszyklus; stillgelegte oder gelöschte Quellen sind nicht abrufbar. "
+                    "Verwaltete Dateien behalten ihr Original in der genauen Files-Version mit deren Zugriffs- und Lebenszyklusregeln; der Textmodus bleibt bei Aktualisierungen erhalten. Bestehende Fingerprints und historische Zeilen werden nicht umgeschrieben. "
+                    "Für ältere Snapshots kann das Original nicht rekonstruiert werden; der Abruf meldet es als nicht verfügbar. Die gemeinsame Schemaableitung erhält die bisherigen Typregeln und Spaltenreihenfolge."
+                ),
+            }},
+        ),
         DocumentationTopic(
             id="connectors.data-subject-requests",
             title="Connector data-subject requests",
@@ -784,9 +1009,9 @@ manifest = ModuleManifest(
             body=(
                 "Connectors correlates only an exact tenant account identifier and can "
                 "narrow an already verified search to one source, acquisition, "
-                "definition, configuration, simulation, external-knowledge profile, or "
-                "knowledge operation. The export identifies the subject's configuration, "
-                "acquisition, simulation, knowledge-operation, and review activity "
+                "definition, configuration, simulation, external-knowledge or service-desk "
+                "profile, or connector operation. The export identifies the subject's "
+                "configuration, acquisition, simulation, external-operation, and review activity "
                 "using bounded lifecycle metadata. It never includes credential or "
                 "endpoint references, source rows, external responses, request payloads, "
                 "mapping and configuration documents, diagnostics, provenance, hashes, "
@@ -828,7 +1053,7 @@ manifest = ModuleManifest(
             related_modules=("policy", "audit", "dataflow", "ops"),
             order=38,
             metadata={
-                "kind": "guide",
+                "kind": "workflow",
                 "help_contexts": ["connectors.admin.governed-configurations"],
                 "prerequisites": [
                     "A connector definition has been installed or authored.",
@@ -837,6 +1062,12 @@ manifest = ModuleManifest(
                 "outcome": "The active connector behavior is inspectable, version-pinned, testable, and reviewable before any provider-specific write.",
                 "verification": "Reload the configuration, inspect protected paths and effective hash, run a simulation with a new idempotency key, and resolve any pending review result.",
             },
+            conditions=(
+                DocumentationCondition(
+                    required_modules=("connectors",),
+                    required_scopes=(ADMIN_SCOPE,),
+                ),
+            ),
         ),
         DocumentationTopic(
             id="connectors.authority-and-effects",
@@ -852,6 +1083,38 @@ manifest = ModuleManifest(
             audience=("operator", "module_admin", "power_user", "product_owner"),
             related_modules=("datasources", "dataflow", "ops", "policy", "audit"),
             order=39,
+            metadata={
+                "kind": "reference",
+                "help_contexts": [
+                    "connectors.action.reject-ambiguous-result",
+                    "connectors.action.approve-ambiguous-result",
+                ],
+                "fields": [
+                    "Direction and technical maturity",
+                    "Configured source authority",
+                    "Revision and idempotency behavior",
+                    "Reconciliation, outage, and secret requirements",
+                ],
+                "consequences": [
+                    "The authority mode determines which side may change business state.",
+                    "A writable provider must preserve evidence and reconcile unknown outcomes before retry.",
+                ],
+            },
+            structured_translation_version="1",
+            structured_translations={
+                "de": {
+                    "fields": [
+                        "Richtung und technische Reife",
+                        "Konfigurierte Quellenautorität",
+                        "Revisions- und Idempotenzverhalten",
+                        "Anforderungen an Abgleich, Ausfallverhalten und Geheimnisse",
+                    ],
+                    "consequences": [
+                        "Der Autoritätsmodus bestimmt, welche Seite den Fachzustand ändern darf.",
+                        "Ein schreibender Anbieter muss Nachweise bewahren und unbekannte Ergebnisse vor einer Wiederholung abgleichen.",
+                    ],
+                }
+            },
         ),
         DocumentationTopic(
             id="connectors.runtime-preview-contract",
@@ -884,7 +1147,9 @@ manifest = ModuleManifest(
                 "Immutable JSON/CSV snapshots remain available. Managed CSV/XLSX "
                 "sources use the optional Files capability, pin an exact authorized "
                 "version, apply archive and expansion limits, and require explicit "
-                "refresh before adopting a newer version. The PostgreSQL adapter uses "
+                "refresh before adopting a newer version. XLSX reads validate actual selected-worksheet coordinates before grid allocation: "
+                "at most 500 columns and 10,000 row positions after the header, including blank gaps. Unreliable declared dimensions "
+                "neither expand the grid nor conceal cells; oversized or inconsistent coordinates fail validation instead of truncating data. The PostgreSQL adapter uses "
                 "an active governed configuration and scoped Core credential envelope, "
                 "reflects simple schema/table identifiers, runs read-only bounded "
                 "projection and pagination, and blocks configuration, credential, or "
@@ -897,6 +1162,44 @@ manifest = ModuleManifest(
             related_modules=("dataflow", "files", "reporting", "risk_compliance"),
             order=40,
         ),
+        DocumentationTopic(
+            id="connectors.xlsx-worker-limits",
+            title="XLSX processing resource limits",
+            summary="Understand isolated workbook parsing and explicit capacity failures.",
+            body=(
+                "Authorized XLSX bytes are parsed in a fresh disposable process with a 15-second wall limit, 10 CPU seconds, "
+                "512 MiB address-space limit, no file output, and 8 MiB input/64 MiB result transport ceilings. Existing limits remain "
+                "5,000,000 input bytes, 50,000,000 expanded archive bytes, 5,000 archive entries, 100:1 expansion ratio, "
+                "500 columns and 10,000 row positions after the header. Typed transport additionally limits nesting to 64 levels "
+                "and 1,000,000 value nodes. Limit failures reject the whole parse; reduce the workbook before retrying. "
+                "The shared Core GOVOPLAN_ISOLATED_PROCESS_CONCURRENCY capacity is per API/worker process and does not queue: busy work "
+                "fails explicitly and may be retried later. POSIX resource controls are required; missing controls, cancellation "
+                "or worker failure produce sanitized unavailable diagnostics. No in-process fallback occurs. File authorization, "
+                "credentials, SQL sessions and durable source changes remain in the parent. Operators must budget aggregate "
+                "memory across process slots and keep the required Core worker API available."
+            ),
+            layer="static",
+            documentation_types=("user", "admin"),
+            audience=("user", "module_admin", "operator"),
+            translations={"de": {
+                "title": "Ressourcengrenzen der XLSX-Verarbeitung",
+                "summary": "Isoliertes Einlesen von Arbeitsmappen und ausdrückliche Kapazitätsfehler verstehen.",
+                "body": (
+                    "Autorisierte XLSX-Bytes werden in einem neuen kurzlebigen Prozess verarbeitet: höchstens 15 Sekunden Gesamtdauer, "
+                    "10 CPU-Sekunden, 512 MiB Adressraum, keine Dateiausgabe und 8 MiB Eingabe-/64 MiB Ergebnistransport. Weiterhin gelten "
+                    "5.000.000 Eingabebytes, 50.000.000 entpackte Archivbytes, 5.000 Archiveinträge, ein Entpackverhältnis von 100:1, "
+                    "500 Spalten und 10.000 Zeilenpositionen nach der Kopfzeile. Der typisierte Transport begrenzt zusätzlich die "
+                    "Verschachtelung auf 64 Ebenen und 1.000.000 Wertknoten. Grenzverletzungen lehnen den gesamten Lesevorgang ab; "
+                    "verkleinern Sie die Arbeitsmappe vor einem erneuten Versuch. Die gemeinsame Core-Einstellung GOVOPLAN_ISOLATED_PROCESS_CONCURRENCY "
+                    "gilt pro API-/Worker-Prozess und bildet keine Warteschlange: Bei belegter Kapazität erfolgt ein ausdrücklicher Fehler; "
+                    "versuchen Sie es später erneut. POSIX-Ressourcenbegrenzungen sind erforderlich. Fehlende Kontrollen, Abbruch oder "
+                    "Worker-Fehler melden eine bereinigte Nichtverfügbarkeit. Es gibt keinen Rückfall auf Verarbeitung im Elternprozess. "
+                    "Dateiberechtigungen, Zugangsdaten, SQL-Sitzungen und dauerhafte Quelländerungen bleiben im Elternprozess. Betreiber "
+                    "müssen den Gesamtspeicher aller Prozessplätze berücksichtigen und die benötigte Core-Worker-API bereitstellen."
+                ),
+            }},
+            order=41,
+        ),
         DocumentationTopic(
             id="connectors.rss-atom",
             title="RSS and Atom feeds",
@@ -985,7 +1288,59 @@ manifest = ModuleManifest(
             related_modules=("risk_compliance", "dataflow"),
             order=41,
         ),
-    ),
+        DocumentationTopic(
+            id="connectors.znuny-otrs",
+            title="Connect Znuny and OTRS-compatible service desks",
+            summary="Link, import, synchronize, search, and govern updates to external tickets without collapsing Tickets, Helpdesk, or Cases semantics.",
+            body=(
+                "A connector administrator first creates an active governed configuration for a Znuny or OTRS-compatible GenericInterface REST endpoint and keeps credentials in a scoped Core credential envelope. Because GenericInterface route paths and methods are defined by each provider deployment, the service-desk profile explicitly maps search, ticket-read, optional update, and browser-link routes. The profile chooses link, snapshot import, or ongoing synchronization; separately it records external, mirror, linked-reference, or governed-sync authority. Queue mappings decide inclusion, optional target queue references, and current tenant or restricted ACLs. Dynamic-field mappings declare included fields, governed names, and value types. Discovery verifies endpoint health, the exact configuration revision, product/version evidence, and safe technical maturity. A changed endpoint, governed configuration, or route map invalidates discovery and prior projections: synchronization and updates require rediscovery, while Search stays closed until a new full reconciliation. Integration or mapping changes also reset the cursor for a full reconciliation. A bounded full run reconciles stable ticket identities, then synchronize mode changes to cursor-based, revision-aware deltas with overlap-safe provider timestamps; delta cannot bootstrap an unreconciled profile, and supplied cursors must match committed state. The connector maps queues, state, priority, type, owners, responsible users, customers, organizations, services, SLAs, articles, attachment metadata, dynamic fields, provenance, and structured loss diagnostics. It never retains attachment bytes. GenericInterface has no portable standard ticket ACL, so provider-supplied GovOPlaN ACL metadata wins when present; otherwise reviewed queue or restricted profile defaults apply. Search includes only active authorized projections and rechecks tenant, profile status, read scope, current configuration discovery, and current ACL for every result. A ticket remains an external ticket reference: creating or relating a GovOPlaN Ticket, Helpdesk item, or Case belongs to those modules. Remote updates are available only in governed-sync mode after discovery confirms an update route, require the synchronized external revision and a unique idempotency key, and retain durable outcome evidence. If the result is unknown, operators must inspect the provider revision before retry. Providers with more than 10000 identities must be partitioned into queue-scoped profiles; too many tickets at one timestamp also require narrower partitions. During outages, existing authorized projections remain visibly stale and never imply current provider state."
+            ),
+            layer="configured",
+            documentation_types=("admin", "user"),
+            audience=(
+                "operator",
+                "module_admin",
+                "integration_admin",
+                "service_desk_manager",
+                "auditor",
+            ),
+            related_modules=(
+                "core",
+                "search",
+                "tickets",
+                "helpdesk",
+                "cases",
+                "audit",
+                "policy",
+            ),
+            order=44,
+            translations={
+                "de": {
+                    "title": "Znuny- und OTRS-kompatible Service-Desks anbinden",
+                    "summary": "Externe Tickets verknüpfen, importieren, synchronisieren, durchsuchen und gesteuert aktualisieren, ohne die Fachsemantik von Tickets, Helpdesk oder Cases zu vermischen.",
+                    "body": (
+                        "Die Connector-Administration erstellt zuerst eine aktive, gesteuerte Konfiguration für einen Znuny- oder OTRS-kompatiblen GenericInterface-REST-Endpunkt; Zugangsdaten bleiben in einem zweckgebundenen Core-Umschlag. Da Pfade und Methoden im GenericInterface je Installation festgelegt werden, ordnet das Service-Desk-Profil Suche, Ticketabruf, optionale Aktualisierung und Browserlink ausdrücklich zu. Das Profil wählt Verknüpfung, Snapshot-Import oder fortlaufende Synchronisierung und legt getrennt davon Quellhoheit, Spiegelung, Referenz oder gesteuerte beidseitige Aktualisierung fest. Warteschlangen-Zuordnungen bestimmen Einschluss, optionale Zielreferenz und aktuelle mandantenweite oder eingeschränkte ACLs. Dynamische Felder erhalten freigegebene Namen und Datentypen. Die Erkennung prüft Gesundheit, die genaue Konfigurationsrevision, Produkt-/Versionsnachweis und technische Reife. Ein geänderter Endpunkt, eine geänderte gesteuerte Konfiguration oder Routenabbildung macht Nachweis und bisherige Projektionen ungültig; Synchronisierung und Aktualisierungen erfordern erneute Erkennung, Search zusätzlich einen neuen Vollabgleich. Änderungen an Integration oder Abbildungen setzen den Cursor ebenfalls zurück. Erst nach einem begrenzten Vollabgleich verwendet der Synchronisierungsmodus revisionsbewusste, überlappungssichere Delta-Cursor; Delta kann kein unabgeglichenes Profil initialisieren und übergebene Cursor müssen dem gespeicherten Stand entsprechen. Abgebildet werden stabile Ticket-, Artikel- und Anhangskennungen, Warteschlange, Status, Priorität, Typ, Bearbeitende, Kundschaft, Organisationen, Services, SLAs, Artikel, Anhangsmetadaten, dynamische Felder, Herkunft und Verlustdiagnosen. Anhangsdaten werden nie gespeichert. Da das Standard-GenericInterface keine portable Ticket-ACL liefert, haben ausdrücklich gelieferte GovOPlaN-ACL-Metadaten Vorrang; sonst greifen geprüfte Warteschlangen- oder eingeschränkte Profilvorgaben. Search prüft bei jedem Treffer Mandant, Profilstatus, Leserecht, aktuellen Konfigurationsnachweis und aktuelle ACL neu. Ein externes Ticket bleibt eine externe Referenz; fachliche Tickets, Helpdesk-Vorgänge und Cases werden ausschließlich von den jeweiligen Modulen erzeugt oder verknüpft. Externe Änderungen sind nur im Modus der gesteuerten Synchronisierung mit erkannter Update-Route, erwarteter Quellrevision und eindeutigem Idempotenzschlüssel zulässig. Ein unbekanntes Ergebnis muss vor einem erneuten Versuch am Anbieter geprüft werden. Profile mit mehr als 10000 Ticketkennungen oder zu vielen Änderungen am selben Zeitstempel müssen nach Warteschlangen enger aufgeteilt werden. Bei einem Ausfall bleiben bestehende Projektionen nur für weiterhin Berechtigte und mit sichtbarer veralteter Gesundheit verfügbar."
+                    ),
+                }
+            },
+            metadata={
+                "kind": "guide",
+                "help_contexts": ["connectors.admin.external-service-desk"],
+                "prerequisites": [
+                    "An active governed Znuny/OTRS GenericInterface REST configuration exists.",
+                    "Deployment-defined routes, queue partitions, authority, and fallback ACLs have been reviewed.",
+                    "Tickets, Helpdesk, Cases, and Search remain optional capability-separated consumers.",
+                ],
+                "outcome": "External tickets remain identity-stable, loss-visible, ACL-safe, recoverable, and semantically separate from GovOPlaN domain records.",
+                "verification": "Rediscover the profile, finish a keyed full run, run a keyed delta, inspect mapping diagnostics, verify one allowed and denied Search principal, and reconcile every outcome-unknown update before retry.",
+            },
+        ),
+    )),
+)
+
+
+manifest = with_documentation_structured_translations(
+    manifest, locale="de", translations=GERMAN_STRUCTURED_TRANSLATIONS
 )
 
 

src/govoplan_connectors/backend/migrations/versions/c0f1a2b3c4d5_znuny_service_desk_connector.py

@@ -0,0 +1,201 @@
+"""Znuny and OTRS-compatible service-desk connector state
+
+Revision ID: c0f1a2b3c4d5
+Revises: b9e0f1a2c3d4
+Create Date: 2026-08-22 15:15:00.000000
+"""
+from __future__ import annotations
+
+from alembic import op
+import sqlalchemy as sa
+
+
+revision = "c0f1a2b3c4d5"
+down_revision = "b9e0f1a2c3d4"
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    op.create_table(
+        "connector_service_desk_profiles",
+        sa.Column("id", sa.String(length=36), nullable=False),
+        sa.Column("tenant_id", sa.String(length=36), nullable=False),
+        sa.Column("configuration_id", sa.String(length=36), nullable=False),
+        sa.Column("status", sa.String(length=30), nullable=False),
+        sa.Column("integration_mode", sa.String(length=30), nullable=False),
+        sa.Column("product", sa.String(length=50), nullable=False),
+        sa.Column("product_version", sa.String(length=100), nullable=True),
+        sa.Column("desired_maturity", sa.String(length=30), nullable=False),
+        sa.Column("discovered_maturity", sa.String(length=30), nullable=False),
+        sa.Column("source_authority_mode", sa.String(length=40), nullable=False),
+        sa.Column("default_visibility", sa.String(length=30), nullable=False),
+        sa.Column("default_acl_tokens", sa.JSON(), nullable=False),
+        sa.Column("routes", sa.JSON(), nullable=False),
+        sa.Column("queue_mappings", sa.JSON(), nullable=False),
+        sa.Column("dynamic_field_mappings", sa.JSON(), nullable=False),
+        sa.Column("capabilities", sa.JSON(), nullable=False),
+        sa.Column("discovery_revision", sa.String(length=255), nullable=True),
+        sa.Column("discovered_configuration_revision", sa.Integer(), nullable=True),
+        sa.Column("discovered_configuration_hash", sa.String(length=64), nullable=True),
+        sa.Column("discovery_evidence", sa.JSON(), nullable=False),
+        sa.Column("health_status", sa.String(length=30), nullable=False),
+        sa.Column("health_details", sa.JSON(), nullable=False),
+        sa.Column("discovered_at", sa.DateTime(timezone=True), nullable=True),
+        sa.Column("last_sync_cursor", sa.String(length=4000), nullable=True),
+        sa.Column("last_high_watermark", sa.String(length=500), nullable=True),
+        sa.Column("resource_revision", sa.Integer(), nullable=False),
+        sa.Column("updated_by", sa.String(length=255), nullable=True),
+        sa.Column("created_at", sa.DateTime(timezone=True), nullable=False),
+        sa.Column("updated_at", sa.DateTime(timezone=True), nullable=False),
+        sa.ForeignKeyConstraint(
+            ["configuration_id"],
+            ["connector_configurations.id"],
+            name=op.f(
+                "fk_connector_service_desk_profiles_configuration_id_connector_configurations"
+            ),
+            ondelete="RESTRICT",
+        ),
+        sa.PrimaryKeyConstraint("id", name=op.f("pk_connector_service_desk_profiles")),
+        sa.UniqueConstraint(
+            "tenant_id",
+            "configuration_id",
+            name="uq_connector_service_desk_profile_configuration",
+        ),
+    )
+    for name, columns in (
+        ("ix_connector_service_desk_profiles_tenant_id", ["tenant_id"]),
+        ("ix_connector_service_desk_profiles_configuration_id", ["configuration_id"]),
+        ("ix_connector_service_desk_profiles_status", ["status"]),
+        ("ix_connector_service_desk_profiles_integration_mode", ["integration_mode"]),
+        ("ix_connector_service_desk_profiles_product", ["product"]),
+        ("ix_connector_service_desk_profiles_discovery_revision", ["discovery_revision"]),
+        ("ix_connector_service_desk_profiles_health_status", ["health_status"]),
+        ("ix_connector_service_desk_profiles_updated_by", ["updated_by"]),
+    ):
+        op.create_index(op.f(name), "connector_service_desk_profiles", columns)
+    op.create_index(
+        "ix_connector_service_desk_profiles_tenant_status",
+        "connector_service_desk_profiles",
+        ["tenant_id", "status"],
+    )
+
+    op.create_table(
+        "connector_service_desk_objects",
+        sa.Column("id", sa.String(length=36), nullable=False),
+        sa.Column("tenant_id", sa.String(length=36), nullable=False),
+        sa.Column("profile_id", sa.String(length=36), nullable=False),
+        sa.Column("object_type", sa.String(length=40), nullable=False),
+        sa.Column("external_id", sa.String(length=255), nullable=False),
+        sa.Column("external_ticket_number", sa.String(length=255), nullable=True),
+        sa.Column("title", sa.String(length=500), nullable=False),
+        sa.Column("canonical_url", sa.String(length=1500), nullable=True),
+        sa.Column("status", sa.String(length=30), nullable=False),
+        sa.Column("source_revision", sa.String(length=255), nullable=False),
+        sa.Column("content_hash", sa.String(length=64), nullable=False),
+        sa.Column("visibility", sa.String(length=30), nullable=False),
+        sa.Column("acl_tokens", sa.JSON(), nullable=False),
+        sa.Column("mapped_data", sa.JSON(), nullable=False),
+        sa.Column("provenance", sa.JSON(), nullable=False),
+        sa.Column("change_cursor", sa.String(length=4000), nullable=True),
+        sa.Column("source_updated_at", sa.DateTime(timezone=True), nullable=True),
+        sa.Column("observed_at", sa.DateTime(timezone=True), nullable=False),
+        sa.Column("resource_revision", sa.Integer(), nullable=False),
+        sa.Column("created_at", sa.DateTime(timezone=True), nullable=False),
+        sa.Column("updated_at", sa.DateTime(timezone=True), nullable=False),
+        sa.ForeignKeyConstraint(
+            ["profile_id"],
+            ["connector_service_desk_profiles.id"],
+            name=op.f(
+                "fk_connector_service_desk_objects_profile_id_connector_service_desk_profiles"
+            ),
+            ondelete="CASCADE",
+        ),
+        sa.PrimaryKeyConstraint("id", name=op.f("pk_connector_service_desk_objects")),
+        sa.UniqueConstraint(
+            "profile_id",
+            "object_type",
+            "external_id",
+            name="uq_connector_service_desk_object_identity",
+        ),
+    )
+    for name, columns in (
+        ("ix_connector_service_desk_objects_tenant_id", ["tenant_id"]),
+        ("ix_connector_service_desk_objects_profile_id", ["profile_id"]),
+        ("ix_connector_service_desk_objects_object_type", ["object_type"]),
+        ("ix_connector_service_desk_objects_external_ticket_number", ["external_ticket_number"]),
+        ("ix_connector_service_desk_objects_status", ["status"]),
+        ("ix_connector_service_desk_objects_content_hash", ["content_hash"]),
+        ("ix_connector_service_desk_objects_change_cursor", ["change_cursor"]),
+        ("ix_connector_service_desk_objects_source_updated_at", ["source_updated_at"]),
+        ("ix_connector_service_desk_objects_observed_at", ["observed_at"]),
+    ):
+        op.create_index(op.f(name), "connector_service_desk_objects", columns)
+    op.create_index(
+        "ix_connector_service_desk_objects_tenant_profile_status",
+        "connector_service_desk_objects",
+        ["tenant_id", "profile_id", "status"],
+    )
+    op.create_index(
+        "ix_connector_service_desk_objects_tenant_updated",
+        "connector_service_desk_objects",
+        ["tenant_id", "source_updated_at"],
+    )
+
+    op.create_table(
+        "connector_service_desk_sync_runs",
+        sa.Column("id", sa.String(length=36), nullable=False),
+        sa.Column("tenant_id", sa.String(length=36), nullable=False),
+        sa.Column("profile_id", sa.String(length=36), nullable=False),
+        sa.Column("mode", sa.String(length=40), nullable=False),
+        sa.Column("idempotency_key", sa.String(length=255), nullable=False),
+        sa.Column("request_hash", sa.String(length=64), nullable=False),
+        sa.Column("status", sa.String(length=30), nullable=False),
+        sa.Column("cursor_before", sa.String(length=4000), nullable=True),
+        sa.Column("cursor_after", sa.String(length=4000), nullable=True),
+        sa.Column("high_watermark", sa.String(length=500), nullable=True),
+        sa.Column("counts", sa.JSON(), nullable=False),
+        sa.Column("effects", sa.JSON(), nullable=False),
+        sa.Column("diagnostics", sa.JSON(), nullable=False),
+        sa.Column("provenance", sa.JSON(), nullable=False),
+        sa.Column("created_by", sa.String(length=255), nullable=True),
+        sa.Column("started_at", sa.DateTime(timezone=True), nullable=False),
+        sa.Column("finished_at", sa.DateTime(timezone=True), nullable=True),
+        sa.Column("created_at", sa.DateTime(timezone=True), nullable=False),
+        sa.Column("updated_at", sa.DateTime(timezone=True), nullable=False),
+        sa.ForeignKeyConstraint(
+            ["profile_id"],
+            ["connector_service_desk_profiles.id"],
+            name=op.f(
+                "fk_connector_service_desk_sync_runs_profile_id_connector_service_desk_profiles"
+            ),
+            ondelete="CASCADE",
+        ),
+        sa.PrimaryKeyConstraint("id", name=op.f("pk_connector_service_desk_sync_runs")),
+        sa.UniqueConstraint(
+            "tenant_id",
+            "profile_id",
+            "idempotency_key",
+            name="uq_connector_service_desk_sync_run_idempotency",
+        ),
+    )
+    for name, columns in (
+        ("ix_connector_service_desk_sync_runs_tenant_id", ["tenant_id"]),
+        ("ix_connector_service_desk_sync_runs_profile_id", ["profile_id"]),
+        ("ix_connector_service_desk_sync_runs_mode", ["mode"]),
+        ("ix_connector_service_desk_sync_runs_status", ["status"]),
+        ("ix_connector_service_desk_sync_runs_created_by", ["created_by"]),
+        ("ix_connector_service_desk_sync_runs_started_at", ["started_at"]),
+    ):
+        op.create_index(op.f(name), "connector_service_desk_sync_runs", columns)
+    op.create_index(
+        "ix_connector_service_desk_runs_profile_started",
+        "connector_service_desk_sync_runs",
+        ["tenant_id", "profile_id", "started_at"],
+    )
+
+
+def downgrade() -> None:
+    op.drop_table("connector_service_desk_sync_runs")
+    op.drop_table("connector_service_desk_objects")
+    op.drop_table("connector_service_desk_profiles")

src/govoplan_connectors/backend/migrations/versions/d2a4c6e8f0b1_csv_source_evidence.py

@@ -0,0 +1,20 @@
+"""Retain original CSV source evidence for new durable snapshots."""
+
+from alembic import op
+import sqlalchemy as sa
+
+revision = "d2a4c6e8f0b1"
+down_revision = "c0f1a2b3c4d5"
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    op.add_column(
+        "connector_tabular_sources", sa.Column("csv_source", sa.JSON(), nullable=True)
+    )
+
+
+def downgrade() -> None:
+    with op.batch_alter_table("connector_tabular_sources") as batch:
+        batch.drop_column("csv_source")

src/govoplan_connectors/backend/provider_state.py

@@ -7,9 +7,13 @@ from sqlalchemy import func, select
 from sqlalchemy.orm import Session
 
 from govoplan_connectors.backend.db.models import (
+    ConnectorConfiguration,
     ConnectorKnowledgeObject,
     ConnectorKnowledgeProfile,
     ConnectorKnowledgeSyncRun,
+    ConnectorServiceDeskObject,
+    ConnectorServiceDeskProfile,
+    ConnectorServiceDeskSyncRun,
     ConnectorSanctionsAcquisitionRun,
     ConnectorSanctionsSnapshot,
     ConnectorTabularSource,
@@ -23,6 +27,7 @@ from govoplan_core.core.provider_governance import (
 TABULAR_PROVIDER_ID = "connectors.tabular_snapshot"
 SANCTIONS_PROVIDER_ID = "connectors.sanctions_snapshot"
 KNOWLEDGE_PROVIDER_ID = "connectors.mediawiki.pages"
+SERVICE_DESK_PROVIDER_ID = "connectors.znuny.tickets"
 
 
 def tabular_provider_states(
@@ -120,6 +125,39 @@ def knowledge_provider_states(
     )
 
 
+def service_desk_provider_states(
+    context: ExternalProviderStateContext,
+) -> tuple[ExternalProviderRuntimeState, ...]:
+    session = _session(context)
+    statement = select(ConnectorServiceDeskProfile)
+    if context.tenant_id is not None:
+        statement = statement.where(
+            ConnectorServiceDeskProfile.tenant_id == context.tenant_id
+        )
+    profiles = tuple(
+        session.scalars(
+            statement.order_by(
+                ConnectorServiceDeskProfile.tenant_id,
+                ConnectorServiceDeskProfile.id,
+            ).limit(context.max_items + 1)
+        )
+    )[: context.max_items]
+    counts = _service_desk_counts(session, profiles)
+    latest_runs = _latest_service_desk_runs(session, profiles)
+    configurations = _service_desk_configurations(session, profiles)
+    observed_at = datetime.now(UTC)
+    return tuple(
+        _service_desk_state(
+            profile,
+            observed_at=observed_at,
+            object_count=counts.get(profile.id, 0),
+            latest_run=latest_runs.get(profile.id),
+            configuration=configurations.get(profile.configuration_id),
+        )
+        for profile in profiles
+    )
+
+
 def _session(context: ExternalProviderStateContext) -> Session:
     if not isinstance(context.session, Session):
         raise RuntimeError("Connectors provider state requires a database session.")
@@ -246,6 +284,72 @@ def _latest_knowledge_runs(
     return latest
 
 
+def _service_desk_counts(
+    session: Session,
+    profiles: tuple[ConnectorServiceDeskProfile, ...],
+) -> dict[str, int]:
+    profile_ids = tuple(item.id for item in profiles)
+    if not profile_ids:
+        return {}
+    return {
+        str(profile_id): int(count)
+        for profile_id, count in session.execute(
+            select(
+                ConnectorServiceDeskObject.profile_id,
+                func.count(ConnectorServiceDeskObject.id),
+            )
+            .where(
+                ConnectorServiceDeskObject.profile_id.in_(profile_ids),
+                ConnectorServiceDeskObject.status != "deleted",
+            )
+            .group_by(ConnectorServiceDeskObject.profile_id)
+        )
+    }
+
+
+def _latest_service_desk_runs(
+    session: Session,
+    profiles: tuple[ConnectorServiceDeskProfile, ...],
+) -> dict[str, ConnectorServiceDeskSyncRun]:
+    profile_ids = tuple(item.id for item in profiles)
+    if not profile_ids:
+        return {}
+    rows = tuple(
+        session.scalars(
+            select(ConnectorServiceDeskSyncRun)
+            .where(ConnectorServiceDeskSyncRun.profile_id.in_(profile_ids))
+            .order_by(
+                ConnectorServiceDeskSyncRun.profile_id,
+                ConnectorServiceDeskSyncRun.started_at.desc(),
+                ConnectorServiceDeskSyncRun.id.desc(),
+            )
+        )
+    )
+    latest: dict[str, ConnectorServiceDeskSyncRun] = {}
+    for row in rows:
+        latest.setdefault(row.profile_id, row)
+    return latest
+
+
+def _service_desk_configurations(
+    session: Session,
+    profiles: tuple[ConnectorServiceDeskProfile, ...],
+) -> dict[str, ConnectorConfiguration]:
+    configuration_ids = tuple(
+        dict.fromkeys(profile.configuration_id for profile in profiles)
+    )
+    if not configuration_ids:
+        return {}
+    return {
+        row.id: row
+        for row in session.scalars(
+            select(ConnectorConfiguration).where(
+                ConnectorConfiguration.id.in_(configuration_ids)
+            )
+        )
+    }
+
+
 def _knowledge_state(
     profile: ConnectorKnowledgeProfile,
     *,
@@ -309,6 +413,84 @@ def _knowledge_state(
     )
 
 
+def _service_desk_state(
+    profile: ConnectorServiceDeskProfile,
+    *,
+    observed_at: datetime,
+    object_count: int,
+    latest_run: ConnectorServiceDeskSyncRun | None,
+    configuration: ConnectorConfiguration | None,
+) -> ExternalProviderRuntimeState:
+    configured = configuration is not None
+    active = (
+        profile.status == "active"
+        and configuration is not None
+        and configuration.status == "active"
+    )
+    discovery_current = bool(
+        configuration is not None
+        and profile.discovered_configuration_revision
+        == configuration.resource_revision
+        and profile.discovered_configuration_hash == configuration.effective_hash
+    )
+    health = (
+        "inactive"
+        if not active
+        else "warning"
+        if not discovery_current
+        else "healthy"
+        if profile.health_status == "healthy"
+        else "warning"
+        if profile.health_status in {"unknown", "degraded"}
+        else "error"
+    )
+    last_success = (
+        latest_run.finished_at
+        if latest_run is not None and latest_run.status == "completed"
+        else profile.discovered_at
+    )
+    unresolved = latest_run is not None and latest_run.status == "outcome_unknown"
+    return ExternalProviderRuntimeState(
+        provider_id=SERVICE_DESK_PROVIDER_ID,
+        binding_ref=f"connectors:service-desk-profile:{profile.id}",
+        authority_mode=profile.source_authority_mode,
+        observed_at=observed_at,
+        configured=configured,
+        active=active,
+        health=health,
+        freshness="unknown" if active else "not_applicable",
+        conflict="pending" if unresolved else "not_applicable",
+        recovery=(
+            "attention"
+            if latest_run is not None
+            and latest_run.status in {"failed", "outcome_unknown"}
+            else "ready"
+            if active
+            else "not_applicable"
+        ),
+        last_success_at=_aware(last_success),
+        detail=(
+            f"{profile.product} service-desk profile is synchronized and ACL-rechecked."
+            if active and discovery_current and profile.health_status == "healthy"
+            else "Service-desk configuration changed; rediscovery is required."
+            if active and not discovery_current
+            else "Service-desk profile requires discovery, synchronization, or recovery review."
+            if active
+            else "Service-desk profile is paused."
+        ),
+        metrics={
+            "product": profile.product,
+            "product_version": profile.product_version,
+            "integration_mode": profile.integration_mode,
+            "desired_maturity": profile.desired_maturity,
+            "discovered_maturity": profile.discovered_maturity,
+            "discovery_current": discovery_current,
+            "active_objects": int(object_count),
+            "last_run_status": latest_run.status if latest_run is not None else None,
+        },
+    )
+
+
 def _sanctions_state(
     run: ConnectorSanctionsAcquisitionRun,
     *,
@@ -359,8 +541,10 @@ def _aware(value: datetime | None) -> datetime | None:
 __all__ = [
     "KNOWLEDGE_PROVIDER_ID",
     "SANCTIONS_PROVIDER_ID",
+    "SERVICE_DESK_PROVIDER_ID",
     "TABULAR_PROVIDER_ID",
     "sanctions_provider_states",
     "knowledge_provider_states",
+    "service_desk_provider_states",
     "tabular_provider_states",
 ]

src/govoplan_connectors/backend/router.py

@@ -10,6 +10,7 @@ from sqlalchemy.orm import Session
 from govoplan_core.audit.logging import audit_event
 from govoplan_core.auth import ApiPrincipal, get_api_principal, has_scope
 from govoplan_core.core.tabular_sources import (
+    TabularCsvSource,
     TabularReadRequest,
     TabularSnapshotInput,
     TabularSource,
@@ -112,6 +113,30 @@ from govoplan_connectors.backend.recovery import (
     ConnectorRecoveryError,
     begin_connector_read_snapshot,
 )
+from govoplan_connectors.backend.service_desk_connector import (
+    ServiceDeskConnectorError,
+    create_profile as create_service_desk_profile,
+    discover_profile as discover_service_desk_profile,
+    list_objects as list_service_desk_objects,
+    list_profiles as list_service_desk_profiles,
+    list_runs as list_service_desk_runs,
+    synchronize_profile as synchronize_service_desk_profile,
+    update_profile as update_service_desk_profile,
+    update_ticket as update_service_desk_ticket,
+)
+from govoplan_connectors.backend.service_desk_schemas import (
+    ServiceDeskDiscoveryResponse,
+    ServiceDeskObjectListResponse,
+    ServiceDeskProfileCreateRequest,
+    ServiceDeskProfileItem,
+    ServiceDeskProfileListResponse,
+    ServiceDeskProfileUpdateRequest,
+    ServiceDeskSyncRequest,
+    ServiceDeskSyncRunItem,
+    ServiceDeskSyncRunListResponse,
+    ServiceDeskTicketUpdateRequest,
+    ServiceDeskTicketUpdateResponse,
+)
 from govoplan_connectors.backend.sanctions_sources import (
     SANCTIONS_READ_SCOPE,
     SANCTIONS_REFRESH_SCOPE,
@@ -243,6 +268,38 @@ def _knowledge_http_error(exc: KnowledgeConnectorError) -> HTTPException:
     )
 
 
+def _service_desk_http_error(exc: ServiceDeskConnectorError) -> HTTPException:
+    if exc.code.endswith("_not_found"):
+        status_code = status.HTTP_404_NOT_FOUND
+    elif exc.code == "forbidden":
+        status_code = status.HTTP_403_FORBIDDEN
+    elif exc.code in {
+        "authority_mode_invalid",
+        "cursor_conflict",
+        "external_authoritative",
+        "external_revision_conflict",
+        "idempotency_conflict",
+        "operation_unresolved",
+        "profile_conflict",
+        "profile_paused",
+        "rediscovery_required",
+        "update_outcome_unknown",
+    }:
+        status_code = status.HTTP_409_CONFLICT
+    elif exc.retryable or exc.code.endswith("_unavailable"):
+        status_code = status.HTTP_503_SERVICE_UNAVAILABLE
+    else:
+        status_code = status.HTTP_422_UNPROCESSABLE_CONTENT
+    return HTTPException(
+        status_code=status_code,
+        detail={
+            "code": exc.code,
+            "message": str(exc),
+            "retryable": exc.retryable,
+        },
+    )
+
+
 @router.post("/feeds/preview", response_model=FeedDocumentResponse)
 def api_preview_feed(
     payload: FeedAcquireRequest,
@@ -483,7 +540,7 @@ def api_create_tabular_snapshot(
         rows = (
             tuple(payload.rows or ())
             if payload.format == "json"
-            else parse_csv_snapshot(payload.csv_text or "", delimiter=payload.delimiter)
+            else parse_csv_snapshot(payload.csv_text or "", delimiter=payload.delimiter, value_mode=payload.csv_value_mode)
         )
         source = provider.create_snapshot(
             session,
@@ -494,6 +551,11 @@ def api_create_tabular_snapshot(
                 description=payload.description,
                 rows=rows,
                 metadata={"import_format": payload.format},
+                csv_source=(TabularCsvSource(
+                    text=payload.csv_text or "",
+                    delimiter=payload.delimiter,
+                    value_mode=payload.csv_value_mode,
+                ) if payload.format == "csv" else None),
             ),
         )
     except TabularSourceError as exc:
@@ -517,6 +579,35 @@ def api_create_tabular_snapshot(
     return _source_response(source)
 
 
+@router.get("/tabular-sources/{source_ref}/original-csv")
+def api_original_tabular_csv(
+    source_ref: str,
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> Response:
+    _require_any_scope(principal, READ_SCOPE, ADMIN_SCOPE)
+    try:
+        text = provider.original_csv(session, principal, source_ref=source_ref)
+    except TabularSourceError as exc:
+        raise _http_error(exc) from exc
+    audit_event(
+        session,
+        tenant_id=principal.tenant_id,
+        user_id=getattr(principal.user, "id", None),
+        api_key_id=principal.api_key_id,
+        action="connectors.original_csv.exported",
+        object_type="connector_tabular_source",
+        object_id=source_ref,
+        details={"sha256": hashlib.sha256(text.encode("utf-8")).hexdigest()},
+    )
+    session.commit()
+    return Response(
+        content=text.encode("utf-8"),
+        media_type="text/csv; charset=utf-8",
+        headers={"Content-Disposition": 'attachment; filename="original.csv"', "Cache-Control": "no-store"},
+    )
+
+
 @router.post(
     "/tabular-sources/files",
     response_model=TabularSourceResponse,
@@ -539,6 +630,7 @@ def api_create_managed_file_source(
             file_version_id=payload.file_version_id,
             delimiter=payload.delimiter,
             sheet_name=payload.sheet_name,
+            csv_value_mode=payload.csv_value_mode,
         )
     except TabularSourceError as exc:
         raise _http_error(exc) from exc
@@ -1232,6 +1324,176 @@ def api_publish_knowledge_page(
         raise _knowledge_http_error(exc) from exc
 
 
+@router.get(
+    "/service-desk/profiles",
+    response_model=ServiceDeskProfileListResponse,
+)
+def api_list_service_desk_profiles(
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskProfileListResponse:
+    try:
+        return ServiceDeskProfileListResponse(
+            items=list(list_service_desk_profiles(session, principal))
+        )
+    except ServiceDeskConnectorError as exc:
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.post(
+    "/service-desk/profiles",
+    response_model=ServiceDeskProfileItem,
+    status_code=status.HTTP_201_CREATED,
+)
+def api_create_service_desk_profile(
+    payload: ServiceDeskProfileCreateRequest,
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskProfileItem:
+    try:
+        return create_service_desk_profile(session, principal, payload)
+    except ServiceDeskConnectorError as exc:
+        session.rollback()
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.put(
+    "/service-desk/profiles/{profile_id}",
+    response_model=ServiceDeskProfileItem,
+)
+def api_update_service_desk_profile(
+    profile_id: str,
+    payload: ServiceDeskProfileUpdateRequest,
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskProfileItem:
+    try:
+        return update_service_desk_profile(
+            session,
+            principal,
+            profile_id=profile_id,
+            payload=payload,
+        )
+    except ServiceDeskConnectorError as exc:
+        session.rollback()
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.post(
+    "/service-desk/profiles/{profile_id}/discover",
+    response_model=ServiceDeskDiscoveryResponse,
+)
+def api_discover_service_desk_profile(
+    profile_id: str,
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskDiscoveryResponse:
+    try:
+        return discover_service_desk_profile(
+            session,
+            principal,
+            profile_id=profile_id,
+        )
+    except ServiceDeskConnectorError as exc:
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.post(
+    "/service-desk/profiles/{profile_id}/sync",
+    response_model=ServiceDeskSyncRunItem,
+)
+def api_synchronize_service_desk_profile(
+    profile_id: str,
+    payload: ServiceDeskSyncRequest,
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskSyncRunItem:
+    try:
+        return synchronize_service_desk_profile(
+            session,
+            principal,
+            profile_id=profile_id,
+            payload=payload,
+        )
+    except ServiceDeskConnectorError as exc:
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.get(
+    "/service-desk/profiles/{profile_id}/objects",
+    response_model=ServiceDeskObjectListResponse,
+)
+def api_list_service_desk_objects(
+    profile_id: str,
+    cursor: str | None = Query(default=None, max_length=36),
+    limit: int = Query(default=100, ge=1, le=500),
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskObjectListResponse:
+    try:
+        items, next_cursor = list_service_desk_objects(
+            session,
+            principal,
+            profile_id=profile_id,
+            cursor=cursor,
+            limit=limit,
+        )
+        return ServiceDeskObjectListResponse(
+            items=list(items),
+            next_cursor=next_cursor,
+        )
+    except ServiceDeskConnectorError as exc:
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.get(
+    "/service-desk/runs",
+    response_model=ServiceDeskSyncRunListResponse,
+)
+def api_list_service_desk_runs(
+    profile_id: str | None = Query(default=None, max_length=36),
+    limit: int = Query(default=100, ge=1, le=500),
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskSyncRunListResponse:
+    try:
+        return ServiceDeskSyncRunListResponse(
+            items=list(
+                list_service_desk_runs(
+                    session,
+                    principal,
+                    profile_id=profile_id,
+                    limit=limit,
+                )
+            )
+        )
+    except ServiceDeskConnectorError as exc:
+        raise _service_desk_http_error(exc) from exc
+
+
+@router.post(
+    "/service-desk/profiles/{profile_id}/tickets/{external_ticket_id}/update",
+    response_model=ServiceDeskTicketUpdateResponse,
+)
+def api_update_service_desk_ticket(
+    profile_id: str,
+    external_ticket_id: str,
+    payload: ServiceDeskTicketUpdateRequest,
+    session: Session = Depends(get_session),
+    principal: ApiPrincipal = Depends(get_api_principal),
+) -> ServiceDeskTicketUpdateResponse:
+    try:
+        return update_service_desk_ticket(
+            session,
+            principal,
+            profile_id=profile_id,
+            external_ticket_id=external_ticket_id,
+            payload=payload,
+        )
+    except ServiceDeskConnectorError as exc:
+        raise _service_desk_http_error(exc) from exc
+
+
 def _source_response(source: TabularSource) -> TabularSourceResponse:
     return TabularSourceResponse(
         ref=source.ref,

src/govoplan_connectors/backend/schemas.py

@@ -90,6 +90,7 @@ class SnapshotCreateRequest(BaseModel):
     format: Literal["json", "csv"] = "json"
     rows: list[dict[str, Any]] | None = Field(default=None, max_length=10_000)
     csv_text: str | None = Field(default=None, max_length=5_000_000)
+    csv_value_mode: Literal["legacy_typed", "text"] = "legacy_typed"
     delimiter: Literal[",", ";", "\t", "|"] = ","
 
     @model_validator(mode="after")
@@ -117,6 +118,7 @@ class ManagedFileSourceCreateRequest(BaseModel):
     file_version_id: str | None = Field(default=None, min_length=1, max_length=36)
     delimiter: Literal[",", ";", "\t", "|"] = ","
     sheet_name: str | None = Field(default=None, min_length=1, max_length=255)
+    csv_value_mode: Literal["legacy_typed", "text"] = "legacy_typed"
 
 
 class SqlSourceCreateRequest(BaseModel):

src/govoplan_connectors/backend/search_principal.py

@@ -0,0 +1,26 @@
+"""Shared connector-search ACL token projection; owner authorization stays local."""
+
+
+def principal_acl_tokens(principal: object) -> tuple[str, ...]:
+    # Keep legacy first-seen ordering and the exact 500-token authorization cap.
+    values: dict[str, None] = {}
+    for prefix, attribute in (
+        ("account", "account_id"),
+        ("membership", "membership_id"),
+        ("identity", "identity_id"),
+    ):
+        value = getattr(principal, attribute, None)
+        if value:
+            values[f"{prefix}:{value}"] = None
+    for prefix, attribute in (
+        ("group", "group_ids"),
+        ("role", "role_ids"),
+        ("function", "function_assignment_ids"),
+        ("scope", "scopes"),
+    ):
+        for value in getattr(principal, attribute, ()):
+            if value:
+                values[f"{prefix}:{value}"] = None
+                if len(values) >= 500:
+                    return tuple(values)
+    return tuple(values)

src/govoplan_connectors/backend/service_desk_schemas.py

@@ -0,0 +1,371 @@
+from __future__ import annotations
+
+from datetime import datetime
+import json
+from typing import Any, Literal
+from urllib.parse import parse_qsl, urlsplit
+
+from pydantic import BaseModel, ConfigDict, Field, model_validator
+
+
+IntegrationMode = Literal["link", "import", "synchronize"]
+ServiceDeskMaturity = Literal[
+    "discover",
+    "link",
+    "search",
+    "read",
+    "publish",
+    "synchronize",
+]
+
+_CREDENTIAL_CONTROL_KEYS = {
+    "authorization",
+    "auth_mode",
+    "sessionid",
+    "userlogin",
+    "customeruserlogin",
+    "password",
+    "x-otrs-header-sessionid",
+    "x-otrs-header-userlogin",
+    "x-otrs-header-customeruserlogin",
+    "x-otrs-header-password",
+}
+
+
+class ServiceDeskRouteMapping(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    search_path: str = Field(default="/Ticket/Search", min_length=1, max_length=500)
+    ticket_path: str = Field(default="/Ticket/{ticket_id}", min_length=1, max_length=500)
+    update_path: str | None = Field(default=None, max_length=500)
+    search_method: Literal["GET", "POST"] = "POST"
+    ticket_method: Literal["GET", "POST"] = "GET"
+    update_method: Literal["PATCH", "POST", "PUT"] = "PATCH"
+    ticket_web_url_template: str | None = Field(default=None, max_length=1500)
+    search_filters: dict[str, Any] = Field(default_factory=dict)
+
+    @model_validator(mode="after")
+    def validate_templates(self) -> "ServiceDeskRouteMapping":
+        for field_name in ("search_path", "ticket_path", "update_path"):
+            value = getattr(self, field_name)
+            if value is None:
+                continue
+            parsed = urlsplit(value)
+            if parsed.scheme or parsed.netloc or parsed.username or parsed.password:
+                raise ValueError(f"{field_name} must be relative to the governed endpoint")
+            if _credential_query_keys(parsed.query):
+                raise ValueError(f"{field_name} cannot contain authentication controls")
+            if any(part == ".." for part in parsed.path.split("/")):
+                raise ValueError(f"{field_name} cannot traverse parent paths")
+        if "{ticket_id}" not in self.ticket_path:
+            raise ValueError("ticket_path must contain {ticket_id}")
+        if self.update_path is not None and "{ticket_id}" not in self.update_path:
+            raise ValueError("update_path must contain {ticket_id}")
+        if (
+            self.ticket_web_url_template is not None
+            and "{ticket_id}" not in self.ticket_web_url_template
+            and "{ticket_number}" not in self.ticket_web_url_template
+        ):
+            raise ValueError(
+                "ticket_web_url_template must contain {ticket_id} or {ticket_number}"
+            )
+        if self.ticket_web_url_template is not None:
+            parsed = urlsplit(self.ticket_web_url_template)
+            if parsed.scheme not in {"http", "https"} or not parsed.hostname:
+                raise ValueError("ticket_web_url_template must be an absolute HTTP(S) URL")
+            if parsed.username or parsed.password:
+                raise ValueError("ticket_web_url_template cannot contain credentials")
+            if _credential_query_keys(parsed.query):
+                raise ValueError(
+                    "ticket_web_url_template cannot contain authentication controls"
+                )
+        if len(self.search_filters) > 100:
+            raise ValueError("search_filters supports at most 100 governed criteria")
+        reserved = _CREDENTIAL_CONTROL_KEYS | {
+            "limit",
+            "sortby",
+            "orderby",
+            "ticketchangetimenewerdate",
+        }
+        filter_names = {str(value).strip().casefold() for value in self.search_filters}
+        if "" in filter_names:
+            raise ValueError("search_filters keys cannot be empty")
+        if reserved.intersection(filter_names):
+            raise ValueError("search_filters cannot override cursors, bounds, ordering, or authentication")
+        if len(json.dumps(self.search_filters, default=str)) > 20_000:
+            raise ValueError("search_filters exceeds the 20000-character policy limit")
+        return self
+
+
+class ServiceDeskQueueMapping(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    source_queue: str = Field(min_length=1, max_length=300)
+    target_queue_ref: str | None = Field(default=None, max_length=255)
+    include: bool = True
+    visibility: Literal["tenant", "restricted"] = "restricted"
+    acl_tokens: list[str] = Field(default_factory=list, max_length=200)
+
+
+class ServiceDeskDynamicFieldMapping(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    source_name: str = Field(min_length=1, max_length=255)
+    target_name: str | None = Field(default=None, max_length=255)
+    include: bool = True
+    value_type: Literal["string", "number", "boolean", "date", "json"] = "string"
+
+
+class ServiceDeskProfileCreateRequest(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    configuration_id: str = Field(min_length=1, max_length=36)
+    integration_mode: IntegrationMode = "synchronize"
+    desired_maturity: ServiceDeskMaturity = "synchronize"
+    source_authority_mode: Literal[
+        "external_authoritative",
+        "external_mirror",
+        "governed_sync",
+        "linked_reference",
+    ] = "external_authoritative"
+    default_visibility: Literal["tenant", "restricted"] = "restricted"
+    default_acl_tokens: list[str] = Field(default_factory=list, max_length=200)
+    routes: ServiceDeskRouteMapping = Field(default_factory=ServiceDeskRouteMapping)
+    queue_mappings: list[ServiceDeskQueueMapping] = Field(
+        default_factory=list, max_length=500
+    )
+    dynamic_field_mappings: list[ServiceDeskDynamicFieldMapping] = Field(
+        default_factory=list, max_length=500
+    )
+
+    @model_validator(mode="after")
+    def validate_policy(self) -> "ServiceDeskProfileCreateRequest":
+        _validate_profile_policy(
+            integration_mode=self.integration_mode,
+            authority_mode=self.source_authority_mode,
+            visibility=self.default_visibility,
+            acl_tokens=self.default_acl_tokens,
+        )
+        order = ("discover", "link", "search", "read", "publish", "synchronize")
+        maximum = {"link": "search", "import": "read", "synchronize": "synchronize"}[
+            self.integration_mode
+        ]
+        minimum = {"link": "link", "import": "read", "synchronize": "synchronize"}[
+            self.integration_mode
+        ]
+        if order.index(self.desired_maturity) < order.index(minimum):
+            raise ValueError(
+                f"{self.integration_mode} mode requires at least {minimum} maturity"
+            )
+        if order.index(self.desired_maturity) > order.index(maximum):
+            raise ValueError(
+                f"{self.integration_mode} mode cannot declare maturity above {maximum}"
+            )
+        return self
+
+
+class ServiceDeskProfileUpdateRequest(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    expected_resource_revision: int = Field(ge=1)
+    status: Literal["active", "paused"] | None = None
+    integration_mode: IntegrationMode | None = None
+    desired_maturity: ServiceDeskMaturity | None = None
+    source_authority_mode: Literal[
+        "external_authoritative",
+        "external_mirror",
+        "governed_sync",
+        "linked_reference",
+    ] | None = None
+    default_visibility: Literal["tenant", "restricted"] | None = None
+    default_acl_tokens: list[str] | None = Field(default=None, max_length=200)
+    routes: ServiceDeskRouteMapping | None = None
+    queue_mappings: list[ServiceDeskQueueMapping] | None = Field(
+        default=None, max_length=500
+    )
+    dynamic_field_mappings: list[ServiceDeskDynamicFieldMapping] | None = Field(
+        default=None, max_length=500
+    )
+
+
+class ServiceDeskDiagnostic(BaseModel):
+    severity: Literal["info", "warning", "error"]
+    code: str
+    message: str
+    object_ref: str | None = None
+    field: str | None = None
+    retryable: bool = False
+    details: dict[str, Any] = Field(default_factory=dict)
+
+
+class ServiceDeskProfileItem(BaseModel):
+    id: str
+    tenant_id: str
+    configuration_id: str
+    status: str
+    integration_mode: str
+    product: str
+    product_version: str | None = None
+    desired_maturity: str
+    discovered_maturity: str
+    source_authority_mode: str
+    default_visibility: str
+    default_acl_tokens: list[str]
+    routes: ServiceDeskRouteMapping
+    queue_mappings: list[ServiceDeskQueueMapping]
+    dynamic_field_mappings: list[ServiceDeskDynamicFieldMapping]
+    capabilities: list[str]
+    discovery_revision: str | None = None
+    discovered_configuration_revision: int | None = None
+    discovered_configuration_hash: str | None = None
+    health_status: str
+    health_details: dict[str, Any]
+    discovered_at: datetime | None = None
+    last_sync_cursor: str | None = None
+    last_high_watermark: str | None = None
+    resource_revision: int
+    credential_reference_present: bool
+    endpoint_configured: bool
+    created_at: datetime
+    updated_at: datetime
+
+
+class ServiceDeskProfileListResponse(BaseModel):
+    items: list[ServiceDeskProfileItem]
+
+
+class ServiceDeskDiscoveryResponse(BaseModel):
+    profile: ServiceDeskProfileItem
+    product: str
+    product_version: str | None = None
+    api_family: str
+    capabilities: list[str]
+    maturity: str
+    health_status: str
+    diagnostics: list[ServiceDeskDiagnostic]
+    revision: str
+
+
+class ServiceDeskSyncRequest(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    idempotency_key: str = Field(min_length=1, max_length=255)
+    mode: Literal["auto", "full", "delta"] = "auto"
+    cursor: str | None = Field(default=None, max_length=4000)
+    limit: int = Field(default=100, ge=1, le=500)
+
+
+class ServiceDeskObjectItem(BaseModel):
+    id: str
+    profile_id: str
+    object_type: str
+    external_id: str
+    external_ticket_number: str | None = None
+    title: str
+    canonical_url: str | None = None
+    status: str
+    source_revision: str
+    visibility: str
+    acl_tokens: list[str]
+    mapped_data: dict[str, Any]
+    provenance: dict[str, Any]
+    source_updated_at: datetime | None = None
+    observed_at: datetime
+    resource_revision: int
+
+
+class ServiceDeskObjectListResponse(BaseModel):
+    items: list[ServiceDeskObjectItem]
+    next_cursor: str | None = None
+
+
+class ServiceDeskSyncRunItem(BaseModel):
+    id: str
+    profile_id: str
+    mode: str
+    idempotency_key: str
+    status: str
+    cursor_before: str | None = None
+    cursor_after: str | None = None
+    high_watermark: str | None = None
+    counts: dict[str, int]
+    effects: list[dict[str, Any]]
+    diagnostics: list[ServiceDeskDiagnostic]
+    provenance: dict[str, Any]
+    started_at: datetime
+    finished_at: datetime | None = None
+    created_at: datetime
+
+
+class ServiceDeskSyncRunListResponse(BaseModel):
+    items: list[ServiceDeskSyncRunItem]
+
+
+class ServiceDeskTicketUpdateRequest(BaseModel):
+    model_config = ConfigDict(extra="forbid")
+
+    idempotency_key: str = Field(min_length=1, max_length=255)
+    expected_external_revision: str = Field(min_length=1, max_length=255)
+    title: str | None = Field(default=None, min_length=1, max_length=500)
+    queue: str | None = Field(default=None, min_length=1, max_length=300)
+    state: str | None = Field(default=None, min_length=1, max_length=200)
+    priority: str | None = Field(default=None, min_length=1, max_length=200)
+    owner: str | None = Field(default=None, min_length=1, max_length=255)
+    responsible: str | None = Field(default=None, min_length=1, max_length=255)
+    dynamic_fields: dict[str, Any] = Field(default_factory=dict)
+
+    @model_validator(mode="after")
+    def require_change(self) -> "ServiceDeskTicketUpdateRequest":
+        if not any(
+            (
+                self.title,
+                self.queue,
+                self.state,
+                self.priority,
+                self.owner,
+                self.responsible,
+                self.dynamic_fields,
+            )
+        ):
+            raise ValueError("At least one supported ticket field must change")
+        if len(self.dynamic_fields) > 100:
+            raise ValueError("At most 100 dynamic fields may be updated")
+        return self
+
+
+class ServiceDeskTicketUpdateResponse(BaseModel):
+    run: ServiceDeskSyncRunItem
+    object: ServiceDeskObjectItem
+    accepted: bool
+    outcome_unknown: bool
+
+
+def _validate_profile_policy(
+    *,
+    integration_mode: str,
+    authority_mode: str,
+    visibility: str,
+    acl_tokens: list[str],
+) -> None:
+    allowed = {
+        "link": {"linked_reference"},
+        "import": {"external_authoritative", "external_mirror"},
+        "synchronize": {"external_authoritative", "governed_sync"},
+    }
+    if authority_mode not in allowed[integration_mode]:
+        raise ValueError(
+            f"{integration_mode} mode does not support {authority_mode} authority"
+        )
+    if visibility == "restricted" and not acl_tokens:
+        raise ValueError("Restricted profiles require at least one ACL token")
+
+
+def _credential_query_keys(query: str) -> set[str]:
+    return {
+        str(key).strip().casefold()
+        for key, _value in parse_qsl(query, keep_blank_values=True)
+        if str(key).strip().casefold() in _CREDENTIAL_CONTROL_KEYS
+    }
+
+
+__all__ = [name for name in globals() if name.startswith("ServiceDesk")]

src/govoplan_connectors/backend/service_desk_search.py

@@ -0,0 +1,315 @@
+from __future__ import annotations
+
+from govoplan_connectors.backend.search_principal import principal_acl_tokens as _principal_acl_tokens
+
+from collections.abc import Mapping, Sequence
+from urllib.parse import quote
+
+from sqlalchemy import func, select
+from sqlalchemy.orm import Session
+
+from govoplan_core.core.external_references import ExternalObjectReference
+from govoplan_core.core.modules import ModuleContext
+from govoplan_core.core.search import (
+    SearchAuthorizationRequest,
+    SearchBackfillPage,
+    SearchBackfillRequest,
+    SearchDocument,
+    SearchResourceType,
+)
+from govoplan_connectors.backend.db.models import (
+    ConnectorConfiguration,
+    ConnectorServiceDeskObject,
+    ConnectorServiceDeskProfile,
+)
+from govoplan_connectors.backend.service_desk_connector import (
+    SERVICE_DESK_PROVIDER_ID,
+    SERVICE_DESK_READ_SCOPE,
+    SERVICE_DESK_RESOURCE_TYPE,
+)
+
+
+_SEARCH_MATURITIES = ("search", "read", "publish", "synchronize", "migrate", "replace")
+
+
+class ExternalServiceDeskSearchSource:
+    def resource_types(self) -> Sequence[SearchResourceType]:
+        return (
+            SearchResourceType(
+                provider_id=SERVICE_DESK_PROVIDER_ID,
+                module_id="connectors",
+                resource_type=SERVICE_DESK_RESOURCE_TYPE,
+                label="External service-desk tickets",
+                requires_authorization_recheck=True,
+            ),
+        )
+
+    def backfill(
+        self, session: object, *, request: SearchBackfillRequest
+    ) -> SearchBackfillPage:
+        _assert_source(request.provider_id, request.resource_type)
+        db = _session(session)
+        query = (
+            select(ConnectorServiceDeskObject, ConnectorServiceDeskProfile)
+            .join(
+                ConnectorServiceDeskProfile,
+                ConnectorServiceDeskProfile.id == ConnectorServiceDeskObject.profile_id,
+            )
+            .join(
+                ConnectorConfiguration,
+                ConnectorConfiguration.id
+                == ConnectorServiceDeskProfile.configuration_id,
+            )
+            .where(
+                ConnectorServiceDeskObject.tenant_id == request.tenant_id,
+                ConnectorServiceDeskObject.object_type == "ticket",
+                ConnectorServiceDeskObject.status != "deleted",
+                ConnectorServiceDeskProfile.tenant_id == request.tenant_id,
+                ConnectorServiceDeskProfile.status == "active",
+                ConnectorConfiguration.tenant_id == request.tenant_id,
+                ConnectorConfiguration.status == "active",
+                ConnectorServiceDeskProfile.discovered_configuration_revision
+                == ConnectorConfiguration.resource_revision,
+                ConnectorServiceDeskProfile.discovered_configuration_hash
+                == ConnectorConfiguration.effective_hash,
+                ConnectorServiceDeskProfile.desired_maturity.in_(_SEARCH_MATURITIES),
+                ConnectorServiceDeskProfile.discovered_maturity.in_(_SEARCH_MATURITIES),
+            )
+        )
+        if request.cursor:
+            query = query.where(ConnectorServiceDeskObject.id > request.cursor)
+        rows = tuple(
+            db.execute(
+                query.order_by(ConnectorServiceDeskObject.id.asc()).limit(request.limit + 1)
+            )
+        )
+        has_more = len(rows) > request.limit
+        selected = rows[: request.limit]
+        watermark = db.scalar(
+            select(func.max(ConnectorServiceDeskObject.updated_at))
+            .join(
+                ConnectorServiceDeskProfile,
+                ConnectorServiceDeskProfile.id == ConnectorServiceDeskObject.profile_id,
+            )
+            .join(
+                ConnectorConfiguration,
+                ConnectorConfiguration.id
+                == ConnectorServiceDeskProfile.configuration_id,
+            )
+            .where(
+                ConnectorServiceDeskObject.tenant_id == request.tenant_id,
+                ConnectorServiceDeskObject.object_type == "ticket",
+                ConnectorServiceDeskObject.status != "deleted",
+                ConnectorServiceDeskProfile.tenant_id == request.tenant_id,
+                ConnectorServiceDeskProfile.status == "active",
+                ConnectorConfiguration.tenant_id == request.tenant_id,
+                ConnectorConfiguration.status == "active",
+                ConnectorServiceDeskProfile.discovered_configuration_revision
+                == ConnectorConfiguration.resource_revision,
+                ConnectorServiceDeskProfile.discovered_configuration_hash
+                == ConnectorConfiguration.effective_hash,
+                ConnectorServiceDeskProfile.desired_maturity.in_(_SEARCH_MATURITIES),
+                ConnectorServiceDeskProfile.discovered_maturity.in_(_SEARCH_MATURITIES),
+            )
+        )
+        return SearchBackfillPage(
+            documents=tuple(search_document(db, row, profile) for row, profile in selected),
+            next_cursor=selected[-1][0].id if has_more and selected else None,
+            complete=not has_more,
+            high_watermark=watermark.isoformat() if watermark else None,
+        )
+
+    def authorize(
+        self,
+        session: object,
+        principal: object,
+        *,
+        requests: Sequence[SearchAuthorizationRequest],
+    ) -> Mapping[str, bool]:
+        db = _session(session)
+        tenant_id = str(getattr(principal, "tenant_id", "") or "")
+        can_read = _has_scope(principal, SERVICE_DESK_READ_SCOPE)
+        tokens = set(_principal_acl_tokens(principal))
+        decisions = {item.reference.key: False for item in requests}
+        if not tenant_id or not can_read:
+            return decisions
+        for request in requests:
+            reference = request.reference
+            if (
+                reference.tenant_id != tenant_id
+                or reference.module_id != "connectors"
+                or reference.resource_type != SERVICE_DESK_RESOURCE_TYPE
+            ):
+                continue
+            joined = db.execute(
+                select(ConnectorServiceDeskObject, ConnectorServiceDeskProfile)
+                .join(
+                    ConnectorServiceDeskProfile,
+                    ConnectorServiceDeskProfile.id
+                    == ConnectorServiceDeskObject.profile_id,
+                )
+                .join(
+                    ConnectorConfiguration,
+                    ConnectorConfiguration.id
+                    == ConnectorServiceDeskProfile.configuration_id,
+                )
+                .where(
+                    ConnectorServiceDeskObject.tenant_id == tenant_id,
+                    ConnectorServiceDeskObject.id == reference.resource_id,
+                    ConnectorServiceDeskObject.object_type == "ticket",
+                    ConnectorServiceDeskObject.status != "deleted",
+                    ConnectorServiceDeskProfile.tenant_id == tenant_id,
+                    ConnectorServiceDeskProfile.status == "active",
+                    ConnectorConfiguration.tenant_id == tenant_id,
+                    ConnectorConfiguration.status == "active",
+                    ConnectorServiceDeskProfile.discovered_configuration_revision
+                    == ConnectorConfiguration.resource_revision,
+                    ConnectorServiceDeskProfile.discovered_configuration_hash
+                    == ConnectorConfiguration.effective_hash,
+                    ConnectorServiceDeskProfile.desired_maturity.in_(_SEARCH_MATURITIES),
+                    ConnectorServiceDeskProfile.discovered_maturity.in_(_SEARCH_MATURITIES),
+                )
+            ).first()
+            if joined is None:
+                continue
+            row, _profile = joined
+            decisions[reference.key] = row.visibility == "tenant" or bool(
+                tokens.intersection(str(value) for value in row.acl_tokens or ())
+            )
+        return decisions
+
+
+def create_external_service_desk_search_source(
+    _context: ModuleContext,
+) -> ExternalServiceDeskSearchSource:
+    return ExternalServiceDeskSearchSource()
+
+
+def search_document(
+    session: Session,
+    row: ConnectorServiceDeskObject,
+    profile: ConnectorServiceDeskProfile | None = None,
+) -> SearchDocument:
+    if profile is None:
+        profile = session.scalar(
+            select(ConnectorServiceDeskProfile).where(
+                ConnectorServiceDeskProfile.tenant_id == row.tenant_id,
+                ConnectorServiceDeskProfile.id == row.profile_id,
+            )
+        )
+    if profile is None:
+        raise ValueError("External service-desk profile is unavailable.")
+    data = dict(row.mapped_data or {})
+    queue = data.get("queue") if isinstance(data.get("queue"), Mapping) else {}
+    state = data.get("state") if isinstance(data.get("state"), Mapping) else {}
+    priority = data.get("priority") if isinstance(data.get("priority"), Mapping) else {}
+    articles = [value for value in data.get("articles") or () if isinstance(value, Mapping)]
+    article_subjects = tuple(
+        str(value.get("subject") or "")[:500]
+        for value in articles
+        if value.get("subject")
+    )
+    article_body = "\n\n".join(
+        str(value.get("body") or "") for value in articles if value.get("body")
+    )[:200_000]
+    dynamic_fields = data.get("dynamic_fields")
+    dynamic_keywords = tuple(
+        f"{key}:{str(value)[:200]}"
+        for key, value in (
+            dynamic_fields.items() if isinstance(dynamic_fields, Mapping) else ()
+        )
+    )
+    external_reference = ExternalObjectReference(
+        system=profile.product if profile.product != "unknown" else "znuny_otrs",
+        object_type=row.object_type,
+        object_id=row.external_id,
+        maturity=profile.discovered_maturity,
+        authority_mode=profile.source_authority_mode,
+        connector_id=profile.id,
+        canonical_url=row.canonical_url,
+        version=row.source_revision,
+        etag=row.content_hash,
+        observed_at=row.observed_at,
+        metadata={
+            "ticket_number": row.external_ticket_number,
+            "title": row.title,
+            "queue": queue.get("name"),
+            "state": state.get("name"),
+        },
+    )
+    return SearchDocument(
+        tenant_id=row.tenant_id,
+        module_id="connectors",
+        provider_id=SERVICE_DESK_PROVIDER_ID,
+        resource_type=SERVICE_DESK_RESOURCE_TYPE,
+        resource_id=row.id,
+        title=(
+            f"{row.external_ticket_number}: {row.title}"
+            if row.external_ticket_number
+            else row.title
+        ),
+        url=(
+            "/connectors/service-desk?profileId="
+            f"{quote(row.profile_id, safe='')}&objectId={quote(row.id, safe='')}"
+        ),
+        summary=(article_subjects[0] if article_subjects else None),
+        body=article_body or None,
+        keywords=tuple(
+            dict.fromkeys(
+                value
+                for value in (
+                    str(queue.get("name") or ""),
+                    str(state.get("name") or ""),
+                    str(priority.get("name") or ""),
+                    *article_subjects,
+                    *dynamic_keywords,
+                )
+                if value
+            )
+        )[:100],
+        visibility=row.visibility,
+        acl_tokens=(
+            tuple(str(value) for value in row.acl_tokens or ())
+            if row.visibility == "restricted"
+            else ()
+        ),
+        external_reference=external_reference,
+        metadata={
+            "profile_id": row.profile_id,
+            "external_ticket_id": row.external_id,
+            "external_ticket_number": row.external_ticket_number,
+            "target_queue_ref": data.get("target_queue_ref"),
+            "integration_mode": profile.integration_mode,
+            "source_authority_mode": profile.source_authority_mode,
+            "status": row.status,
+        },
+        source_revision=row.source_revision,
+        change_cursor=row.change_cursor,
+        source_updated_at=row.source_updated_at or row.observed_at,
+        requires_authorization_recheck=True,
+    )
+
+
+def _has_scope(principal: object, required: str) -> bool:
+    check = getattr(principal, "has", None)
+    if callable(check):
+        return bool(check(required))
+    return required in getattr(principal, "scopes", ())
+
+
+def _assert_source(provider_id: str, resource_type: str) -> None:
+    if provider_id != SERVICE_DESK_PROVIDER_ID or resource_type != SERVICE_DESK_RESOURCE_TYPE:
+        raise ValueError("Unsupported external service-desk Search source.")
+
+
+def _session(value: object) -> Session:
+    if not isinstance(value, Session):
+        raise TypeError("External service-desk Search requires a SQLAlchemy session.")
+    return value
+
+
+__all__ = [
+    "ExternalServiceDeskSearchSource",
+    "create_external_service_desk_search_source",
+    "search_document",
+]

src/govoplan_connectors/backend/service_desk_transport.py

@@ -0,0 +1,896 @@
+from __future__ import annotations
+
+import hashlib
+import json
+import socket
+import urllib.error
+from collections.abc import Mapping, Sequence
+from dataclasses import dataclass
+from datetime import datetime, timedelta, timezone
+from typing import Any, Protocol
+from urllib.parse import quote, urlencode, urljoin, urlsplit
+
+from govoplan_core.security.http_fetch import HttpFetchResponse, fetch_http
+from govoplan_core.security.outbound_http import OutboundHttpError
+
+
+MAX_SERVICE_DESK_RESPONSE_BYTES = 10_000_000
+MAX_SERVICE_DESK_SEARCH_IDS = 10_000
+MAX_SERVICE_DESK_TICKET_READS = 500
+SERVICE_DESK_SENSITIVE_HEADERS = (
+    "X-OTRS-Header-UserLogin",
+    "X-OTRS-Header-CustomerUserLogin",
+    "X-OTRS-Header-Password",
+    "X-OTRS-Header-SessionID",
+)
+
+
+class ServiceDeskTransportError(RuntimeError):
+    def __init__(
+        self,
+        code: str,
+        message: str,
+        *,
+        retryable: bool = False,
+        outcome_unknown: bool = False,
+    ) -> None:
+        super().__init__(message)
+        self.code = code
+        self.retryable = retryable
+        self.outcome_unknown = outcome_unknown
+
+
+@dataclass(frozen=True, slots=True)
+class ServiceDeskChangeBatch:
+    changes: tuple[Mapping[str, Any], ...]
+    next_cursor: str | None
+    complete: bool
+    high_watermark: str | None
+    live_ids: tuple[str, ...] | None
+    evidence: Mapping[str, Any]
+
+
+@dataclass(frozen=True, slots=True)
+class ServiceDeskUpdateResult:
+    ticket: Mapping[str, Any]
+    revision: str
+    evidence: Mapping[str, Any]
+
+
+class ServiceDeskTransport(Protocol):
+    def discover(
+        self,
+        *,
+        endpoint_url: str,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+    ) -> Mapping[str, Any]: ...
+
+    def changes(
+        self,
+        *,
+        endpoint_url: str,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        cursor: str | None,
+        limit: int,
+        force_full: bool,
+    ) -> ServiceDeskChangeBatch: ...
+
+    def update_ticket(
+        self,
+        *,
+        endpoint_url: str,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        ticket_id: str,
+        expected_revision: str,
+        changes: Mapping[str, Any],
+    ) -> ServiceDeskUpdateResult: ...
+
+
+class HttpServiceDeskTransport:
+    """Bounded Znuny/OTRS GenericInterface REST transport.
+
+    GenericInterface route names are administrator-defined. The governed profile
+    supplies the paths and methods while this adapter enforces outbound policy,
+    response bounds, credential placement, cursor stability, and write recovery
+    semantics.
+    """
+
+    def discover(
+        self,
+        *,
+        endpoint_url: str,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+    ) -> Mapping[str, Any]:
+        payload, response = self._search(
+            endpoint_url,
+            credential=credential,
+            routes=routes,
+            criteria={"Limit": 1, "SortBy": ["Changed"], "OrderBy": ["Up"]},
+        )
+        product, version = _product_version(payload, response.headers, endpoint_url)
+        recognized = product in {"znuny", "otrs"} and _major(version) >= 6
+        capabilities = ["discover", "link", "search", "read"]
+        if recognized:
+            capabilities.append("synchronize")
+        if recognized and routes.get("update_path"):
+            capabilities.append("publish")
+        maturity = "synchronize" if "synchronize" in capabilities else "read"
+        revision = _hash(
+            {
+                "product": product,
+                "version": version,
+                "routes": dict(routes),
+                "capabilities": capabilities,
+                "status": response.status,
+            }
+        )
+        return {
+            "product": product,
+            "product_version": version,
+            "api_family": "generic_interface_rest",
+            "capabilities": capabilities,
+            "maturity": maturity,
+            "health_status": "healthy",
+            "revision": revision,
+            "diagnostics": (
+                []
+                if recognized
+                else [
+                    {
+                        "severity": "warning",
+                        "code": "product_version_unverified",
+                        "message": (
+                            "The GenericInterface endpoint is healthy, but its product "
+                            "and major version could not be verified; maturity is limited to read."
+                        ),
+                        "retryable": False,
+                        "details": {},
+                    }
+                ]
+            ),
+            "evidence": {
+                "http_status": response.status,
+                "response_content_type": response.headers.get("Content-Type"),
+                "ticket_search_shape": _search_shape(payload),
+                "credential_present": bool(credential),
+            },
+        }
+
+    def changes(
+        self,
+        *,
+        endpoint_url: str,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        cursor: str | None,
+        limit: int,
+        force_full: bool,
+    ) -> ServiceDeskChangeBatch:
+        if limit < 1 or limit > MAX_SERVICE_DESK_TICKET_READS:
+            raise ServiceDeskTransportError(
+                "read_limit_invalid",
+                "A service-desk synchronization call must request between 1 and 500 tickets.",
+            )
+        if force_full:
+            return self._full_changes(
+                endpoint_url,
+                credential=credential,
+                routes=routes,
+                cursor=cursor,
+                limit=limit,
+            )
+        return self._delta_changes(
+            endpoint_url,
+            credential=credential,
+            routes=routes,
+            cursor=cursor,
+            limit=limit,
+        )
+
+    def update_ticket(
+        self,
+        *,
+        endpoint_url: str,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        ticket_id: str,
+        expected_revision: str,
+        changes: Mapping[str, Any],
+    ) -> ServiceDeskUpdateResult:
+        update_path = _optional_text(routes.get("update_path"))
+        if not update_path:
+            raise ServiceDeskTransportError(
+                "update_unsupported",
+                "The configured GenericInterface profile has no ticket update route.",
+            )
+        current, _response = self._ticket(
+            endpoint_url,
+            credential=credential,
+            routes=routes,
+            ticket_id=ticket_id,
+        )
+        actual_revision = _ticket_revision(current)
+        if actual_revision != expected_revision:
+            raise ServiceDeskTransportError(
+                "external_revision_conflict",
+                "The external ticket changed; synchronize it before updating.",
+            )
+        url = _route_url(
+            endpoint_url,
+            update_path.replace("{ticket_id}", quote(ticket_id, safe="")),
+        )
+        method = str(routes.get("update_method") or "PATCH").upper()
+        request_payload = _authenticated_payload(
+            {"Ticket": dict(changes)}, credential
+        )
+        try:
+            _payload, response = self._request(
+                url,
+                method=method,
+                credential=credential,
+                payload=request_payload,
+                mutation=True,
+            )
+        except ServiceDeskTransportError as exc:
+            if exc.outcome_unknown:
+                raise
+            raise ServiceDeskTransportError(
+                exc.code,
+                str(exc),
+                retryable=exc.retryable,
+                outcome_unknown=False,
+            ) from exc
+        refreshed, read_response = self._ticket(
+            endpoint_url,
+            credential=credential,
+            routes=routes,
+            ticket_id=ticket_id,
+        )
+        if _ticket_id(refreshed) != ticket_id:
+            raise ServiceDeskTransportError(
+                "update_verification_identity_mismatch",
+                "The provider verification returned another ticket identity.",
+                outcome_unknown=True,
+            )
+        revision = _ticket_revision(refreshed)
+        if revision == expected_revision:
+            raise ServiceDeskTransportError(
+                "update_verification_failed",
+                "The provider accepted the request but the ticket revision did not change.",
+                outcome_unknown=True,
+            )
+        mismatches = _update_mismatches(refreshed, changes)
+        if mismatches:
+            raise ServiceDeskTransportError(
+                "update_verification_failed",
+                "The provider revision changed, but the requested ticket fields could not be verified.",
+                outcome_unknown=True,
+            )
+        return ServiceDeskUpdateResult(
+            ticket=refreshed,
+            revision=revision,
+            evidence={
+                "update_http_status": response.status,
+                "verification_http_status": read_response.status,
+                "previous_revision": expected_revision,
+                "accepted_revision": revision,
+                "verified_fields": sorted(changes),
+            },
+        )
+
+    def _full_changes(
+        self,
+        endpoint_url: str,
+        *,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        cursor: str | None,
+        limit: int,
+    ) -> ServiceDeskChangeBatch:
+        payload, _response = self._search(
+            endpoint_url,
+            credential=credential,
+            routes=routes,
+            criteria={
+                "Limit": MAX_SERVICE_DESK_SEARCH_IDS + 1,
+                "SortBy": ["TicketID"],
+                "OrderBy": ["Up"],
+            },
+        )
+        ids = _ticket_ids(payload)
+        _assert_search_bound(ids)
+        fingerprint = _hash(ids)
+        state = _decode_cursor(cursor, expected_kind="full")
+        offset = int(state.get("offset") or 0)
+        if offset > len(ids):
+            raise ServiceDeskTransportError(
+                "full_cursor_stale",
+                "The full synchronization cursor is beyond the current ticket set; restart the backfill.",
+            )
+        if state.get("fingerprint") is not None and state.get("fingerprint") != fingerprint:
+            raise ServiceDeskTransportError(
+                "full_cursor_stale",
+                "The external ticket set changed during backfill; restart the full synchronization.",
+            )
+        selected = ids[offset : offset + limit]
+        changes = tuple(
+            self._ticket(
+                endpoint_url,
+                credential=credential,
+                routes=routes,
+                ticket_id=ticket_id,
+            )[0]
+            for ticket_id in selected
+        )
+        new_offset = offset + len(selected)
+        complete = new_offset >= len(ids)
+        page_high_watermark = _latest_revision(changes)
+        high_watermark = max(
+            value
+            for value in (
+                _optional_text(state.get("high_watermark")),
+                page_high_watermark,
+            )
+            if value is not None
+        ) if (_optional_text(state.get("high_watermark")) or page_high_watermark) else None
+        next_cursor = (
+            None
+            if complete
+            else _encode_cursor(
+                {
+                    "kind": "full",
+                    "offset": new_offset,
+                    "fingerprint": fingerprint,
+                    "high_watermark": high_watermark,
+                }
+            )
+        )
+        return ServiceDeskChangeBatch(
+            changes=changes,
+            next_cursor=next_cursor,
+            complete=complete,
+            high_watermark=high_watermark,
+            live_ids=tuple(ids) if complete else None,
+            evidence={
+                "mode": "backfill",
+                "available": len(ids),
+                "offset": offset,
+                "returned": len(changes),
+                "ticket_set_fingerprint": fingerprint,
+            },
+        )
+
+    def _delta_changes(
+        self,
+        endpoint_url: str,
+        *,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        cursor: str | None,
+        limit: int,
+    ) -> ServiceDeskChangeBatch:
+        state = _decode_cursor(cursor, expected_kind="delta")
+        changed = _optional_text(state.get("changed"))
+        seen = {str(value) for value in state.get("seen") or ()}
+        search_limit = min(
+            MAX_SERVICE_DESK_TICKET_READS,
+            limit + len(seen) + 1,
+        )
+        criteria: dict[str, Any] = {
+            "Limit": search_limit,
+            "SortBy": ["Changed"],
+            "OrderBy": ["Up"],
+        }
+        if changed:
+            criteria["TicketChangeTimeNewerDate"] = _overlap_boundary(changed)
+        payload, _response = self._search(
+            endpoint_url,
+            credential=credential,
+            routes=routes,
+            criteria=criteria,
+        )
+        ids = _ticket_ids(payload)
+        _assert_search_bound(ids)
+        fetched = tuple(
+            self._ticket(
+                endpoint_url,
+                credential=credential,
+                routes=routes,
+                ticket_id=ticket_id,
+            )[0]
+            for ticket_id in ids
+        )
+        eligible: list[Mapping[str, Any]] = []
+        suppressed = 0
+        for ticket in fetched:
+            revision = _ticket_revision(ticket)
+            ticket_id = _ticket_id(ticket)
+            if changed and (
+                revision < changed or (revision == changed and ticket_id in seen)
+            ):
+                suppressed += 1
+                continue
+            eligible.append(ticket)
+        ordered_eligible = sorted(
+            eligible,
+            key=lambda item: (_ticket_revision(item), _ticket_id(item)),
+        )
+        ordered = ordered_eligible[:limit]
+        if not ordered and len(ids) >= search_limit:
+            raise ServiceDeskTransportError(
+                "delta_boundary_overflow",
+                "The overlap window contains too many tickets to advance safely; narrow the profile or run a full synchronization.",
+            )
+        latest = _latest_revision(ordered) or changed
+        latest_seen = set()
+        if latest:
+            if latest == changed:
+                latest_seen.update(seen)
+            latest_seen.update(
+                _ticket_id(item)
+                for item in ordered
+                if _ticket_revision(item) == latest
+            )
+        complete = len(ordered_eligible) <= limit and len(ids) < search_limit
+        next_cursor = _encode_cursor(
+            {
+                "kind": "delta",
+                "changed": latest,
+                "seen": sorted(latest_seen),
+            }
+        )
+        return ServiceDeskChangeBatch(
+            changes=tuple(ordered),
+            next_cursor=next_cursor,
+            complete=complete,
+            high_watermark=latest,
+            live_ids=None,
+            evidence={
+                "mode": "delta",
+                "searched": len(ids),
+                "returned": len(ordered),
+                "overlap_suppressed": suppressed,
+                "search_limit": search_limit,
+            },
+        )
+
+    def _search(
+        self,
+        endpoint_url: str,
+        *,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        criteria: Mapping[str, Any],
+    ) -> tuple[Mapping[str, Any], HttpFetchResponse]:
+        url = _route_url(endpoint_url, str(routes.get("search_path") or "/Ticket/Search"))
+        method = str(routes.get("search_method") or "POST").upper()
+        configured_filters = routes.get("search_filters")
+        if configured_filters is None:
+            configured_filters = {}
+        if not isinstance(configured_filters, Mapping):
+            raise ServiceDeskTransportError(
+                "search_filters_invalid",
+                "Governed GenericInterface search filters must be a JSON object.",
+            )
+        return self._request(
+            url,
+            method=method,
+            credential=credential,
+            payload=_authenticated_payload(
+                {**dict(configured_filters), **dict(criteria)}, credential
+            ),
+        )
+
+    def _ticket(
+        self,
+        endpoint_url: str,
+        *,
+        credential: Mapping[str, Any] | None,
+        routes: Mapping[str, Any],
+        ticket_id: str,
+    ) -> tuple[Mapping[str, Any], HttpFetchResponse]:
+        path = str(routes.get("ticket_path") or "/Ticket/{ticket_id}").replace(
+            "{ticket_id}", quote(ticket_id, safe="")
+        )
+        method = str(routes.get("ticket_method") or "GET").upper()
+        identity_only = bool(routes.get("_identity_only"))
+        payload: dict[str, Any] = {
+            "TicketID": ticket_id,
+            "DynamicFields": 0 if identity_only else 1,
+            "Extended": 1,
+            "AllArticles": 0 if identity_only else 1,
+            "Attachments": 0 if identity_only else 1,
+            "GetAttachmentContents": 0,
+        }
+        raw, response = self._request(
+            _route_url(endpoint_url, path),
+            method=method,
+            credential=credential,
+            payload=_authenticated_payload(payload, credential),
+        )
+        return _ticket_payload(raw), response
+
+    def _request(
+        self,
+        url: str,
+        *,
+        method: str,
+        credential: Mapping[str, Any] | None,
+        payload: Mapping[str, Any] | None,
+        mutation: bool = False,
+    ) -> tuple[Mapping[str, Any], HttpFetchResponse]:
+        headers = {"Accept": "application/json", **_auth_headers(credential)}
+        body: bytes | None = None
+        request_url = url
+        if payload:
+            if method == "GET":
+                secret_keys = {
+                    "SessionID",
+                    "UserLogin",
+                    "CustomerUserLogin",
+                    "Password",
+                }
+                if secret_keys.intersection(payload):
+                    raise ServiceDeskTransportError(
+                        "credential_transport_unsafe",
+                        "Body authentication cannot be used with a GET route; use header authentication or configure a POST route.",
+                    )
+                separator = "&" if urlsplit(request_url).query else "?"
+                request_url = f"{request_url}{separator}{urlencode(payload, doseq=True)}"
+            else:
+                headers["Content-Type"] = "application/json"
+                body = json.dumps(payload, separators=(",", ":")).encode("utf-8")
+        try:
+            response = fetch_http(
+                request_url,
+                timeout=20,
+                label="Service-desk connector URL",
+                method=method,
+                headers=headers,
+                body=body,
+                max_bytes=MAX_SERVICE_DESK_RESPONSE_BYTES,
+                redirect_sensitive_headers=SERVICE_DESK_SENSITIVE_HEADERS,
+            )
+        except urllib.error.HTTPError as exc:
+            retryable = exc.code == 429 or exc.code >= 500
+            raise ServiceDeskTransportError(
+                "provider_http_error",
+                f"The service-desk provider returned HTTP {exc.code}.",
+                retryable=retryable,
+                outcome_unknown=mutation and retryable,
+            ) from exc
+        except (urllib.error.URLError, socket.timeout, TimeoutError) as exc:
+            raise ServiceDeskTransportError(
+                "provider_unavailable",
+                "The service-desk provider did not return a conclusive response.",
+                retryable=True,
+                outcome_unknown=mutation,
+            ) from exc
+        except (ValueError, OutboundHttpError) as exc:
+            raise ServiceDeskTransportError(
+                "transport_policy_rejected", str(exc), retryable=False
+            ) from exc
+        try:
+            decoded = json.loads(response.body.decode("utf-8")) if response.body else {}
+        except (UnicodeDecodeError, json.JSONDecodeError) as exc:
+            raise ServiceDeskTransportError(
+                "invalid_provider_response",
+                "The service-desk provider did not return valid JSON.",
+                outcome_unknown=mutation,
+            ) from exc
+        if not isinstance(decoded, Mapping):
+            raise ServiceDeskTransportError(
+                "invalid_provider_response",
+                "The service-desk provider response must be a JSON object.",
+                outcome_unknown=mutation,
+            )
+        error = decoded.get("Error")
+        if isinstance(error, Mapping):
+            code = _optional_text(error.get("ErrorCode")) or "provider_rejected"
+            message = _optional_text(error.get("ErrorMessage")) or "Provider rejected the request."
+            raise ServiceDeskTransportError(code, message, retryable=False)
+        return decoded, response
+
+
+def _route_url(endpoint_url: str, route: str) -> str:
+    parsed = urlsplit(route)
+    if parsed.scheme or parsed.netloc or parsed.username or parsed.password:
+        raise ServiceDeskTransportError(
+            "route_invalid", "GenericInterface routes must be relative to the governed endpoint."
+        )
+    if any(part == ".." for part in parsed.path.split("/")):
+        raise ServiceDeskTransportError(
+            "route_invalid", "GenericInterface routes cannot traverse parent paths."
+        )
+    return urljoin(endpoint_url.rstrip("/") + "/", route.lstrip("/"))
+
+
+def _auth_headers(credential: Mapping[str, Any] | None) -> dict[str, str]:
+    if not credential:
+        return {}
+    if str(credential.get("auth_mode") or "header").casefold() == "body":
+        return {}
+    headers: dict[str, str] = {}
+    session_id = _credential_value(credential, "session_id", "SessionID")
+    user_login = _credential_value(credential, "user_login", "UserLogin", "username")
+    password = _credential_value(credential, "password", "Password")
+    customer_login = _credential_value(
+        credential, "customer_user_login", "CustomerUserLogin"
+    )
+    if session_id:
+        headers["X-OTRS-Header-SessionID"] = session_id
+    if user_login:
+        headers["X-OTRS-Header-UserLogin"] = user_login
+    if customer_login:
+        headers["X-OTRS-Header-CustomerUserLogin"] = customer_login
+    if password:
+        headers["X-OTRS-Header-Password"] = password
+    return headers
+
+
+def _authenticated_payload(
+    payload: Mapping[str, Any], credential: Mapping[str, Any] | None
+) -> dict[str, Any]:
+    result = dict(payload)
+    if (
+        not credential
+        or str(credential.get("auth_mode") or "header").casefold() != "body"
+    ):
+        return result
+    for target, aliases in (
+        ("SessionID", ("session_id", "SessionID")),
+        ("UserLogin", ("user_login", "UserLogin", "username")),
+        ("CustomerUserLogin", ("customer_user_login", "CustomerUserLogin")),
+        ("Password", ("password", "Password")),
+    ):
+        value = _credential_value(credential, *aliases)
+        if value:
+            result[target] = value
+    return result
+
+
+def _credential_value(credential: Mapping[str, Any], *keys: str) -> str | None:
+    for key in keys:
+        value = _optional_text(credential.get(key))
+        if value:
+            return value
+    return None
+
+
+def _ticket_ids(payload: Mapping[str, Any]) -> list[str]:
+    raw = payload.get("TicketID")
+    if raw is None:
+        raw = payload.get("TicketIDs")
+    if raw is None:
+        raw = payload.get("TicketId")
+    if raw is None:
+        return []
+    values: Sequence[Any] = raw if isinstance(raw, Sequence) and not isinstance(raw, str) else [raw]
+    return list(dict.fromkeys(str(value).strip() for value in values if str(value).strip()))
+
+
+def _ticket_payload(payload: Mapping[str, Any]) -> Mapping[str, Any]:
+    raw = payload.get("Ticket")
+    if isinstance(raw, Mapping):
+        return raw
+    if isinstance(raw, Sequence) and not isinstance(raw, (str, bytes)):
+        for value in raw:
+            if isinstance(value, Mapping):
+                return value
+    if any(key in payload for key in ("TicketID", "TicketNumber", "Title", "Changed")):
+        return payload
+    raise ServiceDeskTransportError(
+        "ticket_response_invalid", "The provider response did not contain a ticket object."
+    )
+
+
+def _product_version(
+    payload: Mapping[str, Any], headers: Mapping[str, str], endpoint_url: str
+) -> tuple[str, str | None]:
+    normalized_headers = {key.casefold(): value for key, value in headers.items()}
+    znuny_version = _optional_text(normalized_headers.get("x-znuny-version"))
+    otrs_version = _optional_text(normalized_headers.get("x-otrs-version"))
+    product = _optional_text(payload.get("Product"))
+    version = _optional_text(payload.get("Version"))
+    system_data = payload.get("SystemData")
+    if isinstance(system_data, Mapping):
+        product = product or _optional_text(system_data.get("Product"))
+        version = version or _optional_text(system_data.get("Version"))
+    if znuny_version:
+        return "znuny", znuny_version
+    if otrs_version:
+        return "otrs", otrs_version
+    folded = str(product or "").casefold()
+    if "znuny" in folded:
+        return "znuny", version
+    if "otrs" in folded:
+        return "otrs", version
+    path = urlsplit(endpoint_url).path.casefold()
+    if "/znuny/" in path:
+        return "znuny", version
+    if "/otrs/" in path:
+        return "otrs", version
+    return "znuny_otrs", version
+
+
+def _major(version: str | None) -> int:
+    if not version:
+        return 0
+    head = version.strip().split(".", 1)[0]
+    return int(head) if head.isdigit() else 0
+
+
+def _ticket_id(ticket: Mapping[str, Any]) -> str:
+    value = _optional_text(ticket.get("TicketID")) or _optional_text(ticket.get("ID"))
+    if not value:
+        raise ServiceDeskTransportError(
+            "ticket_identity_missing", "The provider ticket has no stable TicketID."
+        )
+    return value
+
+
+def _ticket_revision(ticket: Mapping[str, Any]) -> str:
+    value = (
+        _optional_text(ticket.get("Changed"))
+        or _optional_text(ticket.get("ChangeTime"))
+        or _optional_text(ticket.get("Updated"))
+    )
+    if value:
+        return value
+    return _hash(ticket)
+
+
+def _update_mismatches(
+    ticket: Mapping[str, Any],
+    changes: Mapping[str, Any],
+) -> list[str]:
+    mismatches: list[str] = []
+    for field in ("Title", "Queue", "State", "Priority", "Owner", "Responsible"):
+        if field in changes and ticket.get(field) != changes[field]:
+            mismatches.append(field)
+    expected_dynamic = changes.get("DynamicField")
+    if isinstance(expected_dynamic, Sequence) and not isinstance(
+        expected_dynamic, (str, bytes)
+    ):
+        actual_dynamic = _dynamic_field_values(ticket)
+        for item in expected_dynamic:
+            if not isinstance(item, Mapping):
+                mismatches.append("DynamicField")
+                continue
+            name = _optional_text(item.get("Name"))
+            if not name or name not in actual_dynamic or actual_dynamic[name] != item.get("Value"):
+                mismatches.append(f"DynamicField.{name or 'unknown'}")
+    return mismatches
+
+
+def _dynamic_field_values(ticket: Mapping[str, Any]) -> dict[str, Any]:
+    raw = (
+        ticket.get("DynamicField")
+        if ticket.get("DynamicField") is not None
+        else ticket.get("DynamicFields")
+    )
+    if isinstance(raw, Mapping):
+        return {str(key): value for key, value in raw.items()}
+    result: dict[str, Any] = {}
+    if isinstance(raw, Sequence) and not isinstance(raw, (str, bytes)):
+        for item in raw:
+            if not isinstance(item, Mapping):
+                continue
+            name = _optional_text(item.get("Name"))
+            if name:
+                result[name] = item.get("Value")
+    return result
+
+
+def _latest_revision(changes: Sequence[Mapping[str, Any]]) -> str | None:
+    values = [_ticket_revision(item) for item in changes]
+    return max(values) if values else None
+
+
+def _overlap_boundary(value: str) -> str:
+    normalized = value.strip().replace("Z", "+00:00")
+    try:
+        parsed = datetime.fromisoformat(normalized)
+    except ValueError:
+        return value
+    if parsed.tzinfo is None:
+        parsed = parsed.replace(tzinfo=timezone.utc)
+    return (parsed.astimezone(timezone.utc) - timedelta(seconds=1)).isoformat().replace(
+        "+00:00", "Z"
+    )
+
+
+def _assert_search_bound(ids: Sequence[str]) -> None:
+    if len(ids) > MAX_SERVICE_DESK_SEARCH_IDS:
+        raise ServiceDeskTransportError(
+            "search_result_unbounded",
+            "The provider returned more than 10000 ticket identities; narrow the profile by queue.",
+        )
+
+
+def _decode_cursor(cursor: str | None, *, expected_kind: str) -> dict[str, Any]:
+    if not cursor:
+        return {"kind": expected_kind}
+    try:
+        value = json.loads(cursor)
+    except json.JSONDecodeError as exc:
+        raise ServiceDeskTransportError("cursor_invalid", "The synchronization cursor is invalid.") from exc
+    if not isinstance(value, Mapping) or value.get("kind") != expected_kind:
+        raise ServiceDeskTransportError(
+            "cursor_mode_mismatch", "The synchronization cursor belongs to another mode."
+        )
+    decoded = dict(value)
+    if expected_kind == "full":
+        offset = decoded.get("offset", 0)
+        fingerprint = decoded.get("fingerprint")
+        if isinstance(offset, bool) or not isinstance(offset, int) or offset < 0:
+            raise ServiceDeskTransportError(
+                "cursor_invalid", "The full synchronization cursor offset is invalid."
+            )
+        if offset and (
+            not isinstance(fingerprint, str)
+            or len(fingerprint) != 64
+            or any(
+                character not in "0123456789abcdef"
+                for character in fingerprint.casefold()
+            )
+        ):
+            raise ServiceDeskTransportError(
+                "cursor_invalid", "The full synchronization cursor fingerprint is invalid."
+            )
+    elif expected_kind == "delta":
+        changed = decoded.get("changed")
+        seen = decoded.get("seen", [])
+        if changed is not None and not isinstance(changed, str):
+            raise ServiceDeskTransportError(
+                "cursor_invalid", "The delta synchronization boundary is invalid."
+            )
+        if not isinstance(seen, list) or any(
+            not isinstance(item, str) or not item for item in seen
+        ):
+            raise ServiceDeskTransportError(
+                "cursor_invalid", "The delta synchronization identity set is invalid."
+            )
+    return decoded
+
+
+def _encode_cursor(value: Mapping[str, Any]) -> str:
+    encoded = json.dumps(value, sort_keys=True, separators=(",", ":"))
+    if len(encoded) > 4000:
+        raise ServiceDeskTransportError(
+            "cursor_boundary_overflow",
+            "Too many tickets share the same change boundary; narrow the profile by queue.",
+        )
+    return encoded
+
+
+def _search_shape(payload: Mapping[str, Any]) -> str:
+    if "TicketID" in payload:
+        return "TicketID"
+    if "TicketIDs" in payload:
+        return "TicketIDs"
+    return "empty"
+
+
+def _hash(value: Any) -> str:
+    return hashlib.sha256(
+        json.dumps(value, sort_keys=True, separators=(",", ":"), default=str).encode("utf-8")
+    ).hexdigest()
+
+
+def _optional_text(value: object) -> str | None:
+    normalized = str(value).strip() if value is not None else ""
+    return normalized or None
+
+
+__all__ = [
+    "HttpServiceDeskTransport",
+    "ServiceDeskChangeBatch",
+    "ServiceDeskTransport",
+    "ServiceDeskTransportError",
+    "ServiceDeskUpdateResult",
+]

src/govoplan_connectors/backend/tabular_adapters.py

@@ -12,7 +12,10 @@ from decimal import Decimal
 from io import BytesIO
 from typing import Any
 
+from defusedxml import ElementTree as SafeET
+from defusedxml.common import DefusedXmlException
 from openpyxl import load_workbook
+from openpyxl.utils.cell import column_index_from_string
 from sqlalchemy import (
     JSON,
     BigInteger,
@@ -50,13 +53,26 @@ from govoplan_core.core.tabular_sources import (
     TabularSourceUnavailableError,
     TabularSourceValidationError,
     parse_tabular_csv,
+    CsvValueMode,
+    infer_tabular_schema as _infer_schema,
+    tabular_type_name,
 )
 from govoplan_core.security.credential_envelopes import (
     CredentialAccessContext,
     CredentialEnvelopeError,
     resolve_credential_envelope,
 )
+from govoplan_core.security.bounded_process import (
+    ProcessBudgetError,
+    ProcessLimits,
+    run_bounded_operation,
+)
 from govoplan_core.security.redaction import is_sensitive_key
+from govoplan_core.security.worker_payload import (
+    WorkerPayloadError,
+    decode_worker_payload,
+    encode_worker_payload,
+)
 from govoplan_connectors.backend.db.models import ConnectorConfiguration
 
 
@@ -66,6 +82,13 @@ MAX_FILE_COLUMNS = 500
 MAX_XLSX_ENTRIES = 5_000
 MAX_XLSX_EXPANDED_BYTES = 50_000_000
 MAX_XLSX_COMPRESSION_RATIO = 100
+XLSX_PROCESS_LIMITS = ProcessLimits(
+    wall_seconds=15,
+    cpu_seconds=10,
+    memory_bytes=512 * 1024 * 1024,
+    input_bytes=8 * 1024 * 1024,
+    output_bytes=64 * 1024 * 1024,
+)
 POSTGRESQL_SCHEMES = frozenset({"postgresql", "postgresql+psycopg"})
 _IDENTIFIER = re.compile(r"^[A-Za-z_][A-Za-z0-9_$-]{0,127}$")
 
@@ -105,6 +128,7 @@ class ManagedFileTabularAdapter:
         file_version_id: str | None,
         delimiter: str = ",",
         sheet_name: str | None = None,
+        csv_value_mode: CsvValueMode = "legacy_typed",
     ) -> TabularOriginInspection:
         provider = managed_tabular_file_provider(self._registry)
         if provider is None:
@@ -143,6 +167,7 @@ class ManagedFileTabularAdapter:
             content_type=content.file.content_type,
             delimiter=delimiter,
             sheet_name=sheet_name,
+            csv_value_mode=csv_value_mode,
         )
         schema = infer_tabular_schema(rows)
         fingerprint = origin_fingerprint(
@@ -154,6 +179,7 @@ class ManagedFileTabularAdapter:
                 content.file.sha256,
                 resolved_sheet or "",
                 delimiter,
+                *(("csv_text_values",) if csv_value_mode == "text" else ()),
             ),
         )
         try:
@@ -207,6 +233,7 @@ class ManagedFileTabularAdapter:
                 "content_type": content.file.content_type,
                 "format": "xlsx" if _is_xlsx(content.file.filename, content.file.content_type) else "csv",
                 "delimiter": delimiter,
+                "csv_value_mode": csv_value_mode,
                 "sheet_name": resolved_sheet,
             },
             health=health,
@@ -243,6 +270,7 @@ class ManagedFileTabularAdapter:
             file_version_id=_required_metadata(metadata, "file_version_id"),
             delimiter=str(metadata.get("delimiter") or ","),
             sheet_name=_optional_text(metadata.get("sheet_name")),
+            csv_value_mode=str(metadata.get("csv_value_mode") or "legacy_typed"),
         )
         expected_sha256 = _required_metadata(metadata, "file_sha256")
         if inspection.metadata.get("file_sha256") != expected_sha256:
@@ -547,6 +575,7 @@ def parse_managed_tabular_content(
     content_type: str | None,
     delimiter: str,
     sheet_name: str | None,
+    csv_value_mode: CsvValueMode = "legacy_typed",
 ) -> tuple[tuple[Mapping[str, object], ...], str | None]:
     if len(payload) > MAX_FILE_BYTES:
         raise TabularSourceValidationError(
@@ -561,7 +590,7 @@ def parse_managed_tabular_content(
             "Managed CSV files must use UTF-8 encoding."
         ) from exc
     return (
-        tuple(parse_tabular_csv(text, delimiter=delimiter, max_rows=MAX_FILE_ROWS)),
+        tuple(parse_tabular_csv(text, delimiter=delimiter, max_rows=MAX_FILE_ROWS, max_bytes=MAX_FILE_BYTES, value_mode=csv_value_mode)),
         None,
     )
 
@@ -570,6 +599,55 @@ def _parse_xlsx(
     payload: bytes,
     *,
     sheet_name: str | None,
+) -> tuple[tuple[Mapping[str, object], ...], str]:
+    # Only already-authorized workbook bytes and a worksheet selector leave
+    # the parent; Files access, credentials and SQL sessions never cross.
+    try:
+        encoded = encode_worker_payload(
+            {"payload": payload, "sheet_name": sheet_name},
+            max_bytes=XLSX_PROCESS_LIMITS.input_bytes,
+        )
+        result = decode_worker_payload(
+            run_bounded_operation(_parse_xlsx_worker, encoded, limits=XLSX_PROCESS_LIMITS),
+            max_bytes=XLSX_PROCESS_LIMITS.output_bytes,
+        )
+    except ProcessBudgetError as exc:
+        error_type = (
+            TabularSourceUnavailableError
+            if exc.code in {"busy", "cancelled", "unavailable", "worker_failed"}
+            else TabularSourceValidationError
+        )
+        raise error_type(f"Managed XLSX processing failed ({exc.code}): {exc}") from exc
+    except (TypeError, ValueError, RecursionError) as exc:
+        raise TabularSourceValidationError("Managed XLSX data could not be safely transferred.") from exc
+    if not isinstance(result, dict):
+        raise TabularSourceUnavailableError("Managed XLSX worker returned an invalid result.")
+    if "validation_error" in result:
+        raise TabularSourceValidationError(str(result["validation_error"]))
+    rows, selected_name = result.get("rows"), result.get("sheet_name")
+    if not isinstance(rows, tuple) or not isinstance(selected_name, str):
+        raise TabularSourceUnavailableError("Managed XLSX worker returned an invalid result.")
+    return rows, selected_name
+
+
+def _parse_xlsx_worker(payload: bytes) -> bytes:
+    data = decode_worker_payload(payload, max_bytes=XLSX_PROCESS_LIMITS.input_bytes)
+    try:
+        rows, sheet_name = _parse_xlsx_content(data["payload"], sheet_name=data["sheet_name"])
+        return encode_worker_payload(
+            {"rows": rows, "sheet_name": sheet_name},
+            max_bytes=XLSX_PROCESS_LIMITS.output_bytes,
+        )
+    except TabularSourceValidationError as exc:
+        return encode_worker_payload({"validation_error": str(exc)})
+    except WorkerPayloadError:
+        return encode_worker_payload({"validation_error": "Managed XLSX parsed data exceeds the worker transport limit."})
+
+
+def _parse_xlsx_content(
+    payload: bytes,
+    *,
+    sheet_name: str | None,
 ) -> tuple[tuple[Mapping[str, object], ...], str]:
     _validate_xlsx_archive(payload)
     try:
@@ -579,6 +657,8 @@ def _parse_xlsx(
             data_only=True,
             keep_links=False,
         )
+    except MemoryError:
+        raise
     except Exception as exc:
         raise TabularSourceValidationError(
             "Managed XLSX content could not be parsed."
@@ -595,7 +675,12 @@ def _parse_xlsx(
                 f"Managed XLSX worksheet {selected_name!r} was not found."
             )
         worksheet = workbook[selected_name]
-        iterator = worksheet.iter_rows(values_only=True)
+        maximum_column = _validate_xlsx_worksheet(worksheet)
+        # Declared dimensions are not authoritative: they can inflate sparse
+        # rows/columns or conceal actual cells. Validate the XML coordinates
+        # before openpyxl synthesizes any missing cells, then ignore dimensions.
+        worksheet.reset_dimensions()
+        iterator = worksheet.iter_rows(max_col=maximum_column, values_only=True)
         try:
             raw_headers = next(iterator)
         except StopIteration as exc:
@@ -604,10 +689,10 @@ def _parse_xlsx(
             ) from exc
         headers = _xlsx_headers(raw_headers)
         rows: list[Mapping[str, object]] = []
-        for values in iterator:
-            if len(rows) >= MAX_FILE_ROWS:
+        for row_number, values in enumerate(iterator, start=1):
+            if row_number > MAX_FILE_ROWS:
                 raise TabularSourceValidationError(
-                    f"Managed XLSX worksheets are limited to {MAX_FILE_ROWS:,} data rows."
+                    f"Managed XLSX worksheets are limited to {MAX_FILE_ROWS:,} row positions after the header, including blank gaps."
                 )
             normalized = tuple(values[: len(headers)])
             if all(value in (None, "") for value in normalized):
@@ -625,6 +710,60 @@ def _parse_xlsx(
         workbook.close()
 
 
+def _validate_xlsx_worksheet(worksheet: Any) -> int:
+    """Bound actual coordinates before read-only openpyxl allocates row tuples.
+
+    The pinned openpyxl 3.x read-only source handle is streamed and closed here;
+    no untrusted dimensions or filesystem paths are used to allocate a grid.
+    """
+    maximum_column = 1
+    row_position = 0
+    rows_seen = 0
+    column_position = 0
+    cells_seen = 0
+    try:
+        with worksheet._get_source() as source:
+            for event, element in SafeET.iterparse(source, events=("start", "end"), forbid_dtd=True):
+                tag = element.tag.rsplit("}", 1)[-1]
+                if event == "end":
+                    element.clear()
+                    continue
+                if tag == "row":
+                    rows_seen += 1
+                    raw_row = element.get("r", str(row_position + 1))
+                    if len(raw_row) > 7 or not raw_row.isascii() or not raw_row.isdigit():
+                        raise TabularSourceValidationError("Managed XLSX content has an invalid row coordinate.")
+                    row_position = int(raw_row)
+                    if not 1 <= row_position <= MAX_FILE_ROWS + 1 or rows_seen > MAX_FILE_ROWS + 1:
+                        raise TabularSourceValidationError(
+                            f"Managed XLSX worksheets are limited to {MAX_FILE_ROWS:,} row positions after the header, including blank gaps."
+                        )
+                    column_position = 0
+                    cells_seen = 0
+                elif tag == "c":
+                    cells_seen += 1
+                    reference = element.get("r")
+                    if reference is not None:
+                        match = re.fullmatch(r"([A-Za-z]{1,3})([1-9][0-9]{0,6})", reference)
+                        if match is None:
+                            raise TabularSourceValidationError("Managed XLSX content has an invalid cell coordinate.")
+                        column_position = column_index_from_string(match.group(1))
+                        if int(match.group(2)) != row_position:
+                            raise TabularSourceValidationError("Managed XLSX cell and row coordinates do not agree.")
+                    else:
+                        column_position += 1
+                    if column_position > MAX_FILE_COLUMNS or cells_seen > MAX_FILE_COLUMNS:
+                        raise TabularSourceValidationError(
+                            f"Managed XLSX worksheets are limited to {MAX_FILE_COLUMNS:,} columns."
+                        )
+                    maximum_column = max(maximum_column, column_position)
+        return maximum_column
+    except (DefusedXmlException, SafeET.ParseError, ValueError) as exc:
+        if isinstance(exc, TabularSourceValidationError):
+            raise
+        raise TabularSourceValidationError("Managed XLSX worksheet XML could not be safely parsed.") from exc
+
+
 def _validate_xlsx_archive(payload: bytes) -> None:
     try:
         with zipfile.ZipFile(BytesIO(payload)) as archive:
@@ -679,26 +818,7 @@ def _xlsx_headers(values: Sequence[object]) -> tuple[str, ...]:
 def infer_tabular_schema(
     rows: Sequence[Mapping[str, object]],
 ) -> tuple[TabularColumn, ...]:
-    names: list[str] = []
-    for row in rows:
-        for name in row:
-            if name not in names:
-                names.append(name)
-    result: list[TabularColumn] = []
-    for name in names:
-        values = [row.get(name) for row in rows]
-        concrete = [value for value in values if value is not None]
-        data_type = _type_name(concrete[0]) if concrete else "unknown"
-        if any(_type_name(value) != data_type for value in concrete[1:]):
-            data_type = "mixed"
-        result.append(
-            TabularColumn(
-                name=name,
-                data_type=data_type,
-                nullable=len(concrete) != len(values),
-            )
-        )
-    return tuple(result)
+    return _infer_schema(rows, type_name=_type_name)
 
 
 def origin_fingerprint(
@@ -821,19 +941,7 @@ def _json_value(value: object) -> object:
 
 
 def _type_name(value: object) -> str:
-    if isinstance(value, bool):
-        return "boolean"
-    if isinstance(value, int):
-        return "integer"
-    if isinstance(value, (float, Decimal)):
-        return "number"
-    if isinstance(value, str):
-        return "string"
-    if isinstance(value, list):
-        return "array"
-    if isinstance(value, dict):
-        return "object"
-    return type(value).__name__.casefold()
+    return tabular_type_name(value, casefold_unknown=True)
 
 
 __all__ = [

src/govoplan_connectors/backend/tabular_sources.py

@@ -13,6 +13,7 @@ from sqlalchemy.orm import Session
 
 from govoplan_core.auth import ApiPrincipal, has_scope
 from govoplan_core.core.tabular_sources import (
+    CsvValueMode,
     TabularColumn,
     TabularPreviewDiagnostic,
     TabularPushdown,
@@ -26,6 +27,12 @@ from govoplan_core.core.tabular_sources import (
     TabularSourceUnavailableError,
     TabularSourceValidationError,
     parse_tabular_csv,
+    csv_source_payload,
+    csv_source_summary,
+    csv_projection_matches,
+    verified_csv_source_text,
+    infer_tabular_schema,
+    tabular_type_name as _type_name,
 )
 from govoplan_core.core.runtime import get_registry
 from govoplan_core.db.base import utcnow
@@ -281,6 +288,7 @@ class SqlTabularSourceProvider:
         description: str | None = None,
         delimiter: str = ",",
         sheet_name: str | None = None,
+        csv_value_mode: CsvValueMode = "legacy_typed",
     ) -> TabularSource:
         db, api_principal = _context(session, principal, WRITE_SCOPE)
         inspection = self._file_adapter().inspect(
@@ -290,6 +298,7 @@ class SqlTabularSourceProvider:
             file_version_id=file_version_id,
             delimiter=delimiter,
             sheet_name=sheet_name,
+            csv_value_mode=csv_value_mode,
         )
         return self._create_origin(
             db,
@@ -353,6 +362,7 @@ class SqlTabularSourceProvider:
                 file_version_id=None,
                 delimiter=str(item.metadata_.get("delimiter") or ","),
                 sheet_name=_clean_optional(item.metadata_.get("sheet_name")),
+                csv_value_mode=str(item.metadata_.get("csv_value_mode") or "legacy_typed"),
             )
         elif item.provider == "postgresql":
             inspection = self._sql_adapter.inspect(
@@ -456,6 +466,20 @@ class SqlTabularSourceProvider:
                 f"Snapshots are limited to {MAX_SNAPSHOT_ROWS:,} rows."
             )
         rows = [_json_row(row) for row in snapshot.rows]
+        csv_payload = None
+        if snapshot.csv_source is not None:
+            if "csv_source" in snapshot.metadata:
+                raise TabularSourceValidationError("csv_source metadata is reserved for verified CSV import evidence.")
+            if snapshot.csv_source.parser_profile != "core.csv.v1":
+                raise TabularSourceValidationError("Unsupported original CSV parser profile.")
+            csv_payload = csv_source_payload(snapshot.csv_source, max_bytes=MAX_SNAPSHOT_BYTES)
+            expected = parse_csv_snapshot(
+                snapshot.csv_source.text,
+                delimiter=snapshot.csv_source.delimiter,
+                value_mode=snapshot.csv_source.value_mode,
+            )
+            if not csv_projection_matches(expected, rows):
+                raise TabularSourceValidationError("Snapshot rows do not match their original CSV source and parsing mode.")
         encoded = json.dumps(rows, sort_keys=True, separators=(",", ":"), default=str).encode("utf-8")
         if len(encoded) > MAX_SNAPSHOT_BYTES:
             raise TabularSourceValidationError(
@@ -487,7 +511,11 @@ class SqlTabularSourceProvider:
             fingerprint=fingerprint,
             row_count=len(rows),
             byte_count=len(encoded),
-            metadata_=dict(snapshot.metadata),
+            metadata_={
+                **dict(snapshot.metadata),
+                **({"csv_source": csv_source_summary(csv_payload)} if csv_payload is not None else {}),
+            },
+            csv_source_=csv_payload,
             created_by=actor_id,
             updated_by=actor_id,
         )
@@ -497,6 +525,15 @@ class SqlTabularSourceProvider:
         db.flush()
         return _source_dto(item)
 
+    def original_csv(self, session: object, principal: object, *, source_ref: str) -> str:
+        db, api_principal = _context(session, principal, READ_SCOPE)
+        item = _source_record(db, tenant_id=api_principal.tenant_id, source_ref=source_ref)
+        if item is None or item.status != "active":
+            raise TabularSourceNotFoundError("Tabular source not found.")
+        if not item.csv_source_:
+            raise TabularSourceNotFoundError("Original CSV was not retained for this source; historical typed snapshots cannot reconstruct it.")
+        return verified_csv_source_text(item.csv_source_, expected_summary=item.metadata_.get("csv_source") or {})
+
     def delete_snapshot(
         self,
         session: object,
@@ -519,35 +556,18 @@ class SqlTabularSourceProvider:
         return _source_dto(item)
 
 
-def parse_csv_snapshot(csv_text: str, *, delimiter: str) -> tuple[Mapping[str, object], ...]:
+def parse_csv_snapshot(csv_text: str, *, delimiter: str, value_mode: CsvValueMode = "legacy_typed") -> tuple[Mapping[str, object], ...]:
     return parse_tabular_csv(
         csv_text,
         delimiter=delimiter,
         max_rows=MAX_SNAPSHOT_ROWS,
+        max_bytes=MAX_SNAPSHOT_BYTES,
+        value_mode=value_mode,
     )
 
 
 def infer_schema(rows: Sequence[Mapping[str, object]]) -> tuple[TabularColumn, ...]:
-    names: list[str] = []
-    for row in rows:
-        for name in row:
-            if name not in names:
-                names.append(name)
-    result: list[TabularColumn] = []
-    for name in names:
-        values = [row.get(name) for row in rows]
-        concrete = [value for value in values if value is not None]
-        data_type = _type_name(concrete[0]) if concrete else "unknown"
-        if any(_type_name(value) != data_type for value in concrete[1:]):
-            data_type = "mixed"
-        result.append(
-            TabularColumn(
-                name=name,
-                data_type=data_type,
-                nullable=len(concrete) != len(values),
-            )
-        )
-    return tuple(result)
+    return infer_tabular_schema(rows, type_name=_type_name)
 
 
 def snapshot_fingerprint(
@@ -717,22 +737,6 @@ def _unsupported_json(value: object) -> object:
     raise TypeError(f"{type(value).__name__} is not JSON serializable")
 
 
-def _type_name(value: object) -> str:
-    if isinstance(value, bool):
-        return "boolean"
-    if isinstance(value, int):
-        return "integer"
-    if isinstance(value, (float, Decimal)):
-        return "number"
-    if isinstance(value, str):
-        return "string"
-    if isinstance(value, list):
-        return "array"
-    if isinstance(value, dict):
-        return "object"
-    return type(value).__name__.lower()
-
-
 def _column_payload(column: TabularColumn) -> dict[str, object]:
     return {
         "name": column.name,

tests/test_documentation_contract.py

@@ -0,0 +1,20 @@
+from govoplan_connectors.backend.manifest import get_manifest
+
+
+def test_static_documentation_has_complete_german_reference_copy() -> None:
+    for topic in get_manifest().documentation:
+        german = topic.translations.get("de", {})
+        assert all(german.get(field, "").strip() for field in ("title", "summary", "body")), topic.id
+
+
+def test_documentation_exposes_conditioned_workflow_and_reference() -> None:
+    topics = {topic.id: topic for topic in get_manifest().documentation}
+    workflow = topics["connectors.governed-configuration"]
+    assert workflow.metadata.get("kind") == "workflow"
+    assert any(condition.required_scopes for condition in workflow.conditions)
+
+    reference = topics["connectors.authority-and-effects"]
+    assert reference.metadata.get("kind") == "reference"
+    assert reference.metadata.get("fields")
+    assert reference.metadata.get("consequences")
+    assert reference.structured_translations.get("de")

tests/test_migrations.py

@@ -2,16 +2,45 @@ from __future__ import annotations
 
 import tempfile
 import unittest
+from datetime import UTC, datetime
 from pathlib import Path
 
+from alembic import command
 from alembic.runtime.migration import MigrationContext
-from sqlalchemy import create_engine, inspect
+from sqlalchemy import MetaData, Table, create_engine, inspect, select
 
 from govoplan_connectors.backend.manifest import get_manifest
-from govoplan_core.db.migrations import migrate_database
+from govoplan_core.db.migrations import alembic_config, migrate_database
 
 
 class ConnectorsMigrationTests(unittest.TestCase):
+    def test_csv_evidence_upgrade_preserves_legacy_snapshot_without_inventing_source(self) -> None:
+        with tempfile.TemporaryDirectory(prefix="govoplan-connectors-csv-migration-") as directory:
+            url = f"sqlite:///{Path(directory) / 'connectors.db'}"
+            config = alembic_config(database_url=url, enabled_modules=("connectors",), manifest_factories=(get_manifest,))
+            command.upgrade(config, "c0f1a2b3c4d5")
+            engine = create_engine(url)
+            try:
+                table = Table("connector_tabular_sources", MetaData(), autoload_with=engine)
+                now = datetime.now(UTC)
+                with engine.begin() as connection:
+                    connection.execute(table.insert().values(
+                        id="legacy-csv", tenant_id="tenant-1", provider="snapshot",
+                        source_name="legacy", name="Legacy", status="active", schema_version=1,
+                        schema=[{"name": "id", "data_type": "integer", "nullable": False}],
+                        rows=[{"id": 1}], fingerprint="a" * 64, row_count=1, byte_count=10,
+                        metadata={"original_label": "CSV"}, created_at=now, updated_at=now,
+                    ))
+                    before = dict(connection.execute(select(table)).mappings().one())
+                command.upgrade(config, "d2a4c6e8f0b1")
+                upgraded = Table("connector_tabular_sources", MetaData(), autoload_with=engine)
+                with engine.connect() as connection:
+                    after = dict(connection.execute(select(upgraded)).mappings().one())
+                self.assertIsNone(after.pop("csv_source"))
+                self.assertEqual(before, after)
+            finally:
+                engine.dispose()
+
     def test_baseline_creates_connector_tables_and_head(self) -> None:
         with tempfile.TemporaryDirectory(prefix="govoplan-connectors-migration-") as directory:
             url = f"sqlite:///{Path(directory) / 'connectors.db'}"
@@ -24,7 +53,7 @@ class ConnectorsMigrationTests(unittest.TestCase):
             try:
                 with engine.connect() as connection:
                     self.assertIn(
-                        "b9e0f1a2c3d4",
+                        "d2a4c6e8f0b1",
                         set(MigrationContext.configure(connection).get_current_heads()),
                     )
                     self.assertTrue(
@@ -39,6 +68,9 @@ class ConnectorsMigrationTests(unittest.TestCase):
                             "connector_knowledge_profiles",
                             "connector_knowledge_objects",
                             "connector_knowledge_sync_runs",
+                            "connector_service_desk_profiles",
+                            "connector_service_desk_objects",
+                            "connector_service_desk_sync_runs",
                         }.issubset(inspect(connection).get_table_names())
                     )
             finally:

tests/test_provider_state.py

@@ -7,9 +7,13 @@ from sqlalchemy import create_engine
 from sqlalchemy.orm import sessionmaker
 
 from govoplan_connectors.backend.db.models import (
+    ConnectorConfiguration,
     ConnectorKnowledgeObject,
     ConnectorKnowledgeProfile,
     ConnectorKnowledgeSyncRun,
+    ConnectorServiceDeskObject,
+    ConnectorServiceDeskProfile,
+    ConnectorServiceDeskSyncRun,
     ConnectorSanctionsAcquisitionRun,
     ConnectorSanctionsSnapshot,
     ConnectorTabularSource,
@@ -18,9 +22,11 @@ from govoplan_connectors.backend.manifest import manifest
 from govoplan_connectors.backend.provider_state import (
     KNOWLEDGE_PROVIDER_ID,
     SANCTIONS_PROVIDER_ID,
+    SERVICE_DESK_PROVIDER_ID,
     TABULAR_PROVIDER_ID,
     knowledge_provider_states,
     sanctions_provider_states,
+    service_desk_provider_states,
     tabular_provider_states,
 )
 from govoplan_core.core.provider_governance import ExternalProviderStateContext
@@ -109,7 +115,12 @@ class ConnectorsProviderStateTests(unittest.TestCase):
         self.assertNotIn("secret-source-name", rendered)
         self.assertNotIn("source.example.test", rendered)
         self.assertEqual(
-            {TABULAR_PROVIDER_ID, SANCTIONS_PROVIDER_ID, KNOWLEDGE_PROVIDER_ID},
+            {
+                TABULAR_PROVIDER_ID,
+                SANCTIONS_PROVIDER_ID,
+                KNOWLEDGE_PROVIDER_ID,
+                SERVICE_DESK_PROVIDER_ID,
+            },
             {item.provider_id for item in manifest.external_provider_state_providers},
         )
 
@@ -172,6 +183,95 @@ class ConnectorsProviderStateTests(unittest.TestCase):
         self.assertNotIn("group:secret-acl", rendered)
         self.assertNotIn("configuration-secret", rendered)
 
+    def test_service_desk_state_reports_recovery_without_ticket_or_acl_data(self) -> None:
+        now = datetime.now(UTC)
+        configuration = ConnectorConfiguration(
+            id="configuration-secret",
+            tenant_id="tenant-1",
+            definition_id="definition-1",
+            name="Secret service desk",
+            status="active",
+            base_definition_revision=1,
+            local_overrides={},
+            protected_paths=[],
+            effective_configuration={},
+            effective_hash="configuration-hash",
+            resource_revision=3,
+            ambiguity_policy="manual_review",
+        )
+        profile = ConnectorServiceDeskProfile(
+            id="service-desk-profile-1",
+            tenant_id="tenant-1",
+            configuration_id="configuration-secret",
+            status="active",
+            integration_mode="synchronize",
+            product="znuny",
+            product_version="7.1.4",
+            desired_maturity="synchronize",
+            discovered_maturity="synchronize",
+            source_authority_mode="governed_sync",
+            default_visibility="restricted",
+            default_acl_tokens=["group:secret-acl"],
+            routes={"secret": "route"},
+            queue_mappings=[{"secret": "queue"}],
+            dynamic_field_mappings=[{"secret": "field"}],
+            capabilities=["read", "search", "synchronize", "publish"],
+            discovered_configuration_revision=3,
+            discovered_configuration_hash="configuration-hash",
+            health_status="healthy",
+            discovered_at=now,
+        )
+        ticket = ConnectorServiceDeskObject(
+            id="service-desk-object-1",
+            tenant_id="tenant-1",
+            profile_id=profile.id,
+            object_type="ticket",
+            external_id="42",
+            external_ticket_number="secret-number",
+            title="Secret ticket title",
+            status="active",
+            source_revision="2026-08-22T10:00:00Z",
+            content_hash="e" * 64,
+            visibility="restricted",
+            acl_tokens=["group:secret-acl"],
+            mapped_data={"secret": "ticket content"},
+            provenance={"secret": "provider evidence"},
+            observed_at=now,
+        )
+        run = ConnectorServiceDeskSyncRun(
+            id="service-desk-run-1",
+            tenant_id="tenant-1",
+            profile_id=profile.id,
+            mode="update",
+            idempotency_key="secret-key",
+            request_hash="f" * 64,
+            status="outcome_unknown",
+            started_at=now,
+            finished_at=now,
+        )
+        self.session.add_all((configuration, profile, ticket, run))
+        self.session.commit()
+
+        state = service_desk_provider_states(
+            ExternalProviderStateContext(session=self.session, tenant_id="tenant-1")
+        )[0]
+
+        self.assertEqual(SERVICE_DESK_PROVIDER_ID, state.provider_id)
+        self.assertTrue(state.metrics["discovery_current"])
+        self.assertEqual("pending", state.conflict)
+        self.assertEqual("attention", state.recovery)
+        rendered = str(state.to_dict())
+        for secret in (
+            "configuration-secret",
+            "secret-number",
+            "Secret ticket title",
+            "group:secret-acl",
+            "ticket content",
+            "provider evidence",
+            "secret-key",
+        ):
+            self.assertNotIn(secret, rendered)
+
 
 if __name__ == "__main__":
     unittest.main()

tests/test_search_principal.py

@@ -0,0 +1,52 @@
+from __future__ import annotations
+
+import unittest
+from types import SimpleNamespace
+
+from govoplan_connectors.backend.search_principal import principal_acl_tokens
+
+
+class SearchPrincipalTests(unittest.TestCase):
+    def test_legacy_first_seen_projection_and_cap_are_unchanged(self) -> None:
+        principal = SimpleNamespace(
+            account_id=" actor ",
+            membership_id="m",
+            identity_id="i",
+            group_ids=("g", "", "g", "2"),
+            role_ids=("r", "r"),
+            function_assignment_ids=("f",),
+            scopes=tuple(f"scope-{i}" for i in range(700)),
+        )
+        legacy = []
+        for prefix, attribute in (
+            ("account", "account_id"),
+            ("membership", "membership_id"),
+            ("identity", "identity_id"),
+        ):
+            value = getattr(principal, attribute, None)
+            if value:
+                legacy.append(f"{prefix}:{value}")
+        for prefix, attribute in (
+            ("group", "group_ids"),
+            ("role", "role_ids"),
+            ("function", "function_assignment_ids"),
+            ("scope", "scopes"),
+        ):
+            legacy.extend(
+                f"{prefix}:{value}"
+                for value in getattr(principal, attribute, ())
+                if value
+            )
+        expected = tuple(dict.fromkeys(legacy))[:500]
+        self.assertEqual(expected, principal_acl_tokens(principal))
+        self.assertEqual(500, len(expected))
+        self.assertEqual((), principal_acl_tokens(object()))
+
+    def test_projection_stops_consuming_at_authorization_cap(self) -> None:
+        def bounded_scopes():
+            yield from (str(i) for i in range(500))
+            raise AssertionError("ACL projection scanned beyond its effective cap")
+
+        self.assertEqual(
+            500, len(principal_acl_tokens(SimpleNamespace(scopes=bounded_scopes())))
+        )

tests/test_service_desk_connector.py

@@ -0,0 +1,806 @@
+from __future__ import annotations
+
+import json
+from types import SimpleNamespace
+import unittest
+from unittest.mock import patch
+
+from sqlalchemy import create_engine, select
+from sqlalchemy.orm import Session
+
+from govoplan_core.auth import ApiPrincipal
+from govoplan_core.core.access import PrincipalRef
+from govoplan_core.core.search import SearchAuthorizationRequest, SearchBackfillRequest
+from govoplan_core.core.recovery import RecoveryOperation, RecoveryStatus
+from govoplan_core.core.runtime_coordination import (
+    RuntimeIdentity,
+    bind_process_runtime_identity,
+)
+from govoplan_core.db.base import Base
+from govoplan_connectors.backend.db.models import (
+    ConnectorConfiguration,
+    ConnectorDefinition,
+    ConnectorDefinitionRevision,
+    ConnectorServiceDeskObject,
+    ConnectorServiceDeskProfile,
+    ConnectorServiceDeskSyncRun,
+)
+from govoplan_connectors.backend.service_desk_connector import (
+    SERVICE_DESK_PROVIDER_ID,
+    SERVICE_DESK_RESOURCE_TYPE,
+    ServiceDeskConnectorError,
+    create_profile,
+    discover_profile,
+    list_objects,
+    synchronize_profile,
+    update_profile,
+    update_ticket,
+)
+from govoplan_connectors.backend.service_desk_schemas import (
+    ServiceDeskDynamicFieldMapping,
+    ServiceDeskProfileCreateRequest,
+    ServiceDeskProfileUpdateRequest,
+    ServiceDeskQueueMapping,
+    ServiceDeskRouteMapping,
+    ServiceDeskSyncRequest,
+    ServiceDeskTicketUpdateRequest,
+)
+from govoplan_connectors.backend.service_desk_search import ExternalServiceDeskSearchSource
+from govoplan_connectors.backend.service_desk_transport import (
+    ServiceDeskChangeBatch,
+    ServiceDeskTransportError,
+    ServiceDeskUpdateResult,
+)
+
+
+ALL_SCOPES = frozenset(
+    {
+        "connectors:service_desk:read",
+        "connectors:service_desk:admin",
+        "connectors:service_desk:sync",
+        "connectors:service_desk:update",
+    }
+)
+
+
+def principal(
+    tenant_id: str = "tenant-1",
+    *,
+    groups: frozenset[str] = frozenset({"agents"}),
+) -> ApiPrincipal:
+    return ApiPrincipal(
+        principal=PrincipalRef(
+            account_id="account-1",
+            membership_id="membership-1",
+            tenant_id=tenant_id,
+            scopes=ALL_SCOPES,
+            group_ids=groups,
+        ),
+        account=SimpleNamespace(id="account-1"),
+        user=SimpleNamespace(id="account-1"),
+    )
+
+
+def ticket(
+    *,
+    ticket_id: str = "42",
+    revision: str = "2026-08-22T10:00:00Z",
+    queue: str = "Residents",
+    acl: list[str] | None = None,
+) -> dict[str, object]:
+    return {
+        "TicketID": ticket_id,
+        "TicketNumber": f"20260822{ticket_id}",
+        "Title": "Resident parking inquiry",
+        "Queue": queue,
+        "QueueID": "3",
+        "State": "open",
+        "StateID": "4",
+        "Priority": "3 normal",
+        "PriorityID": "3",
+        "Owner": "agent.a",
+        "OwnerID": "7",
+        "CustomerUserID": "citizen-17",
+        "CustomerID": "organization-9",
+        "Changed": revision,
+        "GovOPlaNVisibility": "restricted",
+        "GovOPlaNACL": acl or ["group:agents"],
+        "DynamicField": [{"Name": "PermitKind", "Value": "resident"}],
+        "Article": [
+            {
+                "ArticleID": "71",
+                "Subject": "Question",
+                "Body": "Please verify the submitted address.",
+                "Created": "2026-08-22T09:58:00Z",
+                "Attachment": [
+                    {
+                        "AttachmentID": "91",
+                        "Filename": "address.pdf",
+                        "Filesize": 1234,
+                        "ContentType": "application/pdf",
+                        "ContentBase64": "not-retained",
+                    }
+                ],
+            }
+        ],
+    }
+
+
+class StaticTransport:
+    def __init__(self) -> None:
+        self.batches: list[ServiceDeskChangeBatch] = []
+        self.change_calls: list[dict[str, object]] = []
+        self.update_calls = 0
+        self.update_result = ServiceDeskUpdateResult(
+            ticket={
+                **ticket(revision="2026-08-22T11:00:00Z"),
+                "State": "pending reminder",
+            },
+            revision="2026-08-22T11:00:00Z",
+            evidence={"verified": True},
+        )
+        self.update_error: ServiceDeskTransportError | None = None
+
+    def discover(self, **kwargs):
+        del kwargs
+        return {
+            "product": "znuny",
+            "product_version": "7.1.4",
+            "api_family": "generic_interface_rest",
+            "capabilities": [
+                "discover",
+                "link",
+                "search",
+                "read",
+                "synchronize",
+                "publish",
+            ],
+            "maturity": "synchronize",
+            "health_status": "healthy",
+            "revision": "discovery-1",
+            "diagnostics": [],
+            "evidence": {"fixture": True},
+        }
+
+    def changes(self, **kwargs):
+        self.change_calls.append(dict(kwargs))
+        if not self.batches:
+            raise AssertionError("No deterministic service-desk batch remains")
+        return self.batches.pop(0)
+
+    def update_ticket(self, **kwargs):
+        del kwargs
+        self.update_calls += 1
+        if self.update_error is not None:
+            raise self.update_error
+        return self.update_result
+
+
+class RecordingSearchWriter:
+    def __init__(self) -> None:
+        self.upserts: list[object] = []
+        self.deletes: list[str] = []
+
+    def upsert_document(self, _session, _principal, *, document) -> None:
+        self.upserts.append(document)
+
+    def delete_document(
+        self,
+        _session,
+        _principal,
+        *,
+        tenant_id,
+        module_id,
+        resource_type,
+        resource_id,
+    ) -> bool:
+        del tenant_id, module_id, resource_type
+        self.deletes.append(resource_id)
+        return True
+
+    def enqueue_change(self, _session, *, change) -> bool:
+        del change
+        return True
+
+
+class SearchRegistry:
+    def __init__(self, writer: RecordingSearchWriter) -> None:
+        self.writer = writer
+
+    def has_capability(self, name: str) -> bool:
+        return name == "search.index_writer"
+
+    def capability(self, name: str):
+        if not self.has_capability(name):
+            raise KeyError(name)
+        return self.writer
+
+
+class ServiceDeskConnectorTests(unittest.TestCase):
+    def setUp(self) -> None:
+        bind_process_runtime_identity(
+            RuntimeIdentity(
+                installation_id="service-desk-connector-tests",
+                node_id="node-1",
+                incarnation="incarnation-1",
+                role="worker",
+                software_version="test",
+                composition_hash="a" * 64,
+            )
+        )
+        self.engine = create_engine("sqlite+pysqlite:///:memory:")
+        Base.metadata.create_all(self.engine)
+        self.session = Session(self.engine)
+        self.audit = patch("govoplan_connectors.backend.service_desk_connector.audit_event")
+        self.audit.start()
+        self.credential = patch(
+            "govoplan_connectors.backend.service_desk_connector._credential",
+            return_value={"user_login": "connector", "password": "secret"},
+        )
+        self.credential.start()
+        self.transport = StaticTransport()
+        self.configuration_id = self._seed_configuration()
+        self.profile_id = self._create_profile()
+
+    def tearDown(self) -> None:
+        bind_process_runtime_identity(None)
+        self.credential.stop()
+        self.audit.stop()
+        self.session.close()
+        self.engine.dispose()
+
+    def _seed_configuration(self) -> str:
+        definition = ConnectorDefinition(
+            id="definition-1",
+            tenant_id="tenant-1",
+            definition_key="service-desk.znuny",
+            name="Znuny",
+            status="active",
+            current_revision=1,
+            local_definition=True,
+        )
+        self.session.add(definition)
+        self.session.add(
+            ConnectorDefinitionRevision(
+                id="definition-revision-1",
+                definition_id=definition.id,
+                revision=1,
+                specification={"provider": "znuny", "protocol": "generic_interface_rest"},
+                definition_hash="definition-hash",
+                origin="local",
+                created_by="account-1",
+            )
+        )
+        configuration = ConnectorConfiguration(
+            id="configuration-1",
+            tenant_id="tenant-1",
+            definition_id=definition.id,
+            name="Institutional service desk",
+            status="active",
+            endpoint_url="https://support.example.invalid/znuny/nph-genericinterface.pl/Webservice/GovOPlaN",
+            credential_ref="credential-envelope-1",
+            base_definition_revision=1,
+            local_overrides={},
+            protected_paths=[],
+            effective_configuration={
+                "provider": "znuny",
+                "protocol": "generic_interface_rest",
+            },
+            effective_hash="configuration-hash",
+            resource_revision=1,
+            ambiguity_policy="manual_review",
+            updated_by="account-1",
+        )
+        self.session.add(configuration)
+        self.session.flush()
+        return configuration.id
+
+    def _create_profile(self) -> str:
+        item = create_profile(
+            self.session,
+            principal(),
+            ServiceDeskProfileCreateRequest(
+                configuration_id=self.configuration_id,
+                integration_mode="synchronize",
+                desired_maturity="synchronize",
+                source_authority_mode="governed_sync",
+                default_visibility="restricted",
+                default_acl_tokens=["group:service-desk-managers"],
+                routes=ServiceDeskRouteMapping(
+                    update_path="/Ticket/{ticket_id}",
+                    ticket_web_url_template="https://support.example.invalid/ticket/{ticket_id}",
+                ),
+                queue_mappings=[
+                    ServiceDeskQueueMapping(
+                        source_queue="Residents",
+                        target_queue_ref="helpdesk:residents",
+                        visibility="restricted",
+                        acl_tokens=["group:agents"],
+                    )
+                ],
+                dynamic_field_mappings=[
+                    ServiceDeskDynamicFieldMapping(
+                        source_name="PermitKind",
+                        target_name="permit_kind",
+                    )
+                ],
+            ),
+        )
+        return item.id
+
+    def _discover(self) -> None:
+        discover_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            transport=self.transport,
+        )
+
+    def _sync(self, raw: list[dict[str, object]], *, key: str, complete: bool = True):
+        self.transport.batches.append(
+            ServiceDeskChangeBatch(
+                changes=tuple(raw),
+                next_cursor=(
+                    None
+                    if complete
+                    else json.dumps(
+                        {"kind": "full", "offset": len(raw), "fingerprint": "fixture"}
+                    )
+                ),
+                complete=complete,
+                high_watermark="2026-08-22T10:00:00Z",
+                live_ids=tuple(str(value["TicketID"]) for value in raw) if complete else None,
+                evidence={"fixture": True},
+            )
+        )
+        return synchronize_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskSyncRequest(idempotency_key=key),
+            transport=self.transport,
+            registry=None,
+        )
+
+    def test_mapping_replay_cursor_transition_and_search_acl(self) -> None:
+        self._discover()
+        run = self._sync([ticket()], key="sync-1")
+        self.assertEqual({"created": 1}, run.counts)
+        self.assertEqual("delta", json.loads(run.cursor_after or "{}").get("kind"))
+        self.assertIn("attachment_content_omitted", {item.code for item in run.diagnostics})
+
+        objects, _cursor = list_objects(self.session, principal(), profile_id=self.profile_id)
+        self.assertEqual(1, len(objects))
+        item = objects[0]
+        self.assertEqual("helpdesk:residents", item.mapped_data["target_queue_ref"])
+        self.assertEqual("resident", item.mapped_data["dynamic_fields"]["permit_kind"])
+        self.assertFalse(item.mapped_data["attachments"][0]["content_retained"])
+        self.assertEqual("article", item.mapped_data["articles"][0]["reference"]["object_type"])
+
+        replay = synchronize_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskSyncRequest(idempotency_key="sync-1"),
+            transport=self.transport,
+            registry=None,
+        )
+        self.assertEqual(run.id, replay.id)
+        self.assertEqual(1, len(self.transport.change_calls))
+
+        source = ExternalServiceDeskSearchSource()
+        document = source.backfill(
+            self.session,
+            request=SearchBackfillRequest(
+                tenant_id="tenant-1",
+                provider_id=SERVICE_DESK_PROVIDER_ID,
+                resource_type=SERVICE_DESK_RESOURCE_TYPE,
+                rebuild_id="rebuild-1",
+            ),
+        ).documents[0]
+        authorization = SearchAuthorizationRequest(
+            reference=document.reference,
+            source_revision=document.source_revision,
+        )
+        self.assertTrue(source.authorize(self.session, principal(), requests=[authorization])[document.reference.key])
+        self.assertFalse(
+            source.authorize(
+                self.session,
+                principal(groups=frozenset({"other"})),
+                requests=[authorization],
+            )[document.reference.key]
+        )
+
+    def test_paged_full_stays_full_then_switches_to_delta(self) -> None:
+        self._discover()
+        first = self._sync([ticket()], key="page-1", complete=False)
+        self.assertEqual("full", json.loads(first.cursor_after or "{}").get("kind"))
+        second = self._sync([ticket(ticket_id="43")], key="page-2", complete=True)
+        self.assertEqual("delta", json.loads(second.cursor_after or "{}").get("kind"))
+        self.assertTrue(self.transport.change_calls[0]["force_full"])
+        self.assertTrue(self.transport.change_calls[1]["force_full"])
+
+    def test_profile_updates_preserve_provider_acl_until_the_next_sync(self) -> None:
+        self._discover()
+        self._sync([ticket(acl=["group:provider-agents"])], key="provider-acl")
+        profile = self.session.get(ConnectorServiceDeskProfile, self.profile_id)
+        update_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskProfileUpdateRequest(
+                expected_resource_revision=profile.resource_revision,
+                default_visibility="tenant",
+                default_acl_tokens=[],
+            ),
+            registry=None,
+        )
+        stored = self.session.scalar(
+            select(ConnectorServiceDeskObject).where(
+                ConnectorServiceDeskObject.profile_id == self.profile_id,
+                ConnectorServiceDeskObject.external_id == "42",
+            )
+        )
+        self.assertEqual("restricted", stored.visibility)
+        self.assertEqual(["group:provider-agents"], stored.acl_tokens)
+        self.assertEqual("provider", stored.mapped_data["permission_source"])
+
+    def test_unchanged_editor_payload_does_not_reset_discovery_or_cursor(self) -> None:
+        self._discover()
+        self._sync([ticket()], key="before-noop-save")
+        profile = self.session.get(ConnectorServiceDeskProfile, self.profile_id)
+        cursor_before = profile.last_sync_cursor
+        discovered_at = profile.discovered_at
+        update_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskProfileUpdateRequest(
+                expected_resource_revision=profile.resource_revision,
+                integration_mode=profile.integration_mode,
+                desired_maturity=profile.desired_maturity,
+                source_authority_mode=profile.source_authority_mode,
+                default_visibility=profile.default_visibility,
+                default_acl_tokens=list(profile.default_acl_tokens),
+                routes=ServiceDeskRouteMapping.model_validate(profile.routes),
+                queue_mappings=[
+                    ServiceDeskQueueMapping.model_validate(value)
+                    for value in profile.queue_mappings
+                ],
+                dynamic_field_mappings=[
+                    ServiceDeskDynamicFieldMapping.model_validate(value)
+                    for value in profile.dynamic_field_mappings
+                ],
+            ),
+            registry=None,
+        )
+        self.assertEqual(cursor_before, profile.last_sync_cursor)
+        self.assertEqual(discovered_at, profile.discovered_at)
+
+    def test_route_or_configuration_changes_require_rediscovery(self) -> None:
+        self._discover()
+        self._sync([ticket()], key="before-route-change")
+        profile = self.session.get(ConnectorServiceDeskProfile, self.profile_id)
+        update_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskProfileUpdateRequest(
+                expected_resource_revision=profile.resource_revision,
+                routes=ServiceDeskRouteMapping(
+                    search_path="/GovOPlaN/Ticket/Search",
+                    ticket_path="/Ticket/{ticket_id}",
+                    update_path="/Ticket/{ticket_id}",
+                ),
+            ),
+            registry=None,
+        )
+        self.assertIsNone(profile.discovered_at)
+        self.assertEqual([], profile.capabilities)
+        stored = self.session.scalar(
+            select(ConnectorServiceDeskObject).where(
+                ConnectorServiceDeskObject.profile_id == self.profile_id,
+                ConnectorServiceDeskObject.external_id == "42",
+            )
+        )
+        self.assertEqual("deleted", stored.status)
+        with self.assertRaisesRegex(ServiceDeskConnectorError, "Discover the provider"):
+            synchronize_profile(
+                self.session,
+                principal(),
+                profile_id=self.profile_id,
+                payload=ServiceDeskSyncRequest(idempotency_key="route-stale"),
+                transport=self.transport,
+                registry=None,
+            )
+
+        self._discover()
+        self._sync([ticket()], key="after-route-rediscovery")
+        self.assertEqual("active", stored.status)
+        configuration = self.session.get(ConnectorConfiguration, self.configuration_id)
+        configuration.resource_revision += 1
+        configuration.effective_hash = "configuration-hash-changed"
+        self.session.commit()
+        self.assertEqual(
+            (),
+            ExternalServiceDeskSearchSource()
+            .backfill(
+                self.session,
+                request=SearchBackfillRequest(
+                    tenant_id="tenant-1",
+                    provider_id=SERVICE_DESK_PROVIDER_ID,
+                    resource_type=SERVICE_DESK_RESOURCE_TYPE,
+                    rebuild_id="stale-configuration",
+                ),
+            )
+            .documents,
+        )
+        with self.assertRaisesRegex(ServiceDeskConnectorError, "configuration changed"):
+            synchronize_profile(
+                self.session,
+                principal(),
+                profile_id=self.profile_id,
+                payload=ServiceDeskSyncRequest(idempotency_key="configuration-stale"),
+                transport=self.transport,
+                registry=None,
+            )
+        self._discover()
+        self.assertEqual("deleted", stored.status)
+        self.assertIsNone(profile.last_sync_cursor)
+
+    def test_full_sync_reprojects_unchanged_tickets_into_search(self) -> None:
+        self._discover()
+        self._sync([ticket()], key="initial-search-projection")
+        writer = RecordingSearchWriter()
+        self.transport.batches.append(
+            ServiceDeskChangeBatch(
+                changes=(ticket(),),
+                next_cursor=None,
+                complete=True,
+                high_watermark="2026-08-22T10:00:00Z",
+                live_ids=("42",),
+                evidence={"fixture": True},
+            )
+        )
+        run = synchronize_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskSyncRequest(
+                idempotency_key="full-search-reprojection",
+                mode="full",
+            ),
+            transport=self.transport,
+            registry=SearchRegistry(writer),
+        )
+        self.assertEqual({"unchanged": 1}, run.counts)
+        self.assertEqual(1, len(writer.upserts))
+        self.assertIsNone(self.transport.change_calls[-1]["cursor"])
+
+    def test_delta_cannot_bootstrap_without_a_completed_full_sync(self) -> None:
+        self._discover()
+        with self.assertRaisesRegex(ServiceDeskConnectorError, "completed full"):
+            synchronize_profile(
+                self.session,
+                principal(),
+                profile_id=self.profile_id,
+                payload=ServiceDeskSyncRequest(
+                    idempotency_key="unsafe-delta-bootstrap",
+                    mode="delta",
+                ),
+                transport=self.transport,
+                registry=None,
+            )
+        self.assertEqual([], self.transport.change_calls)
+
+    def test_link_mode_omits_top_level_attachment_metadata(self) -> None:
+        self._discover()
+        profile = self.session.get(ConnectorServiceDeskProfile, self.profile_id)
+        update_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskProfileUpdateRequest(
+                expected_resource_revision=profile.resource_revision,
+                integration_mode="link",
+                desired_maturity="link",
+                source_authority_mode="linked_reference",
+            ),
+            registry=None,
+        )
+        raw = ticket()
+        raw.pop("Article")
+        raw.pop("DynamicField")
+        raw["Attachment"] = [
+            {
+                "AttachmentID": "top-1",
+                "Filename": "metadata-only.pdf",
+                "Filesize": 42,
+            }
+        ]
+        run = self._sync([raw], key="link-refresh")
+        objects, _cursor = list_objects(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+        )
+        self.assertEqual([], objects[0].mapped_data["attachments"])
+        self.assertIn("link_mode_content_omitted", {item.code for item in run.diagnostics})
+        self.assertTrue(self.transport.change_calls[-1]["routes"]["_identity_only"])
+
+    def test_excluded_queue_removes_projection_and_profile_policy_fails_closed(self) -> None:
+        self._discover()
+        self._sync([ticket()], key="sync-active")
+        profile = self.session.get(ConnectorServiceDeskProfile, self.profile_id)
+        update_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskProfileUpdateRequest(
+                expected_resource_revision=profile.resource_revision,
+                queue_mappings=[
+                    ServiceDeskQueueMapping(
+                        source_queue="Residents",
+                        include=False,
+                        visibility="restricted",
+                        acl_tokens=["group:agents"],
+                    )
+                ],
+            ),
+            registry=None,
+        )
+        stored = self.session.scalar(
+            select(ConnectorServiceDeskObject).where(
+                ConnectorServiceDeskObject.profile_id == self.profile_id,
+                ConnectorServiceDeskObject.external_id == "42",
+            )
+        )
+        self.assertEqual("deleted", stored.status)
+        self.assertEqual(
+            (),
+            ExternalServiceDeskSearchSource()
+            .backfill(
+                self.session,
+                request=SearchBackfillRequest(
+                    tenant_id="tenant-1",
+                    provider_id=SERVICE_DESK_PROVIDER_ID,
+                    resource_type=SERVICE_DESK_RESOURCE_TYPE,
+                    rebuild_id="excluded-rebuild",
+                ),
+            )
+            .documents,
+        )
+        self.transport.batches.append(
+            ServiceDeskChangeBatch(
+                changes=(ticket(revision="2026-08-22T10:30:00Z"),),
+                next_cursor=json.dumps(
+                    {"kind": "delta", "changed": "2026-08-22T10:30:00Z", "seen": ["42"]}
+                ),
+                complete=True,
+                high_watermark="2026-08-22T10:30:00Z",
+                live_ids=None,
+                evidence={"fixture": True},
+            )
+        )
+        run = synchronize_profile(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            payload=ServiceDeskSyncRequest(idempotency_key="sync-excluded"),
+            transport=self.transport,
+            registry=None,
+        )
+        self.assertEqual({"ignored": 1}, run.counts)
+        self.assertEqual("deleted", stored.status)
+
+        with self.assertRaises(ServiceDeskConnectorError):
+            update_profile(
+                self.session,
+                principal(),
+                profile_id=self.profile_id,
+                payload=ServiceDeskProfileUpdateRequest(
+                    expected_resource_revision=self.session.get(
+                        ConnectorServiceDeskProfile, self.profile_id
+                    ).resource_revision,
+                    integration_mode="link",
+                    desired_maturity="synchronize",
+                    source_authority_mode="linked_reference",
+                ),
+                registry=None,
+            )
+
+    def test_governed_update_replay_and_unknown_outcome(self) -> None:
+        self._discover()
+        self._sync([ticket()], key="sync-before-update")
+        payload = ServiceDeskTicketUpdateRequest(
+            idempotency_key="update-1",
+            expected_external_revision="2026-08-22T10:00:00Z",
+            state="pending reminder",
+        )
+        result = update_ticket(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            external_ticket_id="42",
+            payload=payload,
+            transport=self.transport,
+            registry=None,
+            durable_recovery=True,
+        )
+        replay = update_ticket(
+            self.session,
+            principal(),
+            profile_id=self.profile_id,
+            external_ticket_id="42",
+            payload=payload,
+            transport=self.transport,
+            registry=None,
+            durable_recovery=False,
+        )
+        self.assertTrue(result.accepted)
+        self.assertEqual(result.run.id, replay.run.id)
+        self.assertEqual(1, self.transport.update_calls)
+        recovery = self.session.scalar(
+            select(RecoveryOperation).where(
+                RecoveryOperation.resource_type == SERVICE_DESK_RESOURCE_TYPE,
+                RecoveryOperation.resource_id == "42",
+            )
+        )
+        self.assertEqual(RecoveryStatus.SUCCEEDED.value, recovery.status)
+
+        self.transport.update_error = ServiceDeskTransportError(
+            "provider_unavailable",
+            "No conclusive provider response.",
+            retryable=True,
+            outcome_unknown=True,
+        )
+        with self.assertRaisesRegex(ServiceDeskConnectorError, "outcome is unknown"):
+            update_ticket(
+                self.session,
+                principal(),
+                profile_id=self.profile_id,
+                external_ticket_id="42",
+                payload=ServiceDeskTicketUpdateRequest(
+                    idempotency_key="update-unknown",
+                    expected_external_revision="2026-08-22T11:00:00Z",
+                    priority="4 high",
+                ),
+                transport=self.transport,
+                registry=None,
+                durable_recovery=False,
+            )
+        unresolved = self.session.scalar(
+            select(ConnectorServiceDeskSyncRun).where(
+                ConnectorServiceDeskSyncRun.idempotency_key == "update-unknown"
+            )
+        )
+        self.assertEqual("outcome_unknown", unresolved.status)
+
+    def test_tenant_isolation(self) -> None:
+        with self.assertRaisesRegex(ServiceDeskConnectorError, "not found"):
+            list_objects(self.session, principal("tenant-2"), profile_id=self.profile_id)
+
+    def test_malformed_continuous_batch_is_atomic_and_evidenced(self) -> None:
+        self._discover()
+        malformed = ticket()
+        malformed.pop("Changed")
+        with self.assertRaisesRegex(ServiceDeskConnectorError, "change timestamp"):
+            self._sync([malformed], key="sync-malformed")
+        self.assertIsNone(
+            self.session.scalar(
+                select(ConnectorServiceDeskObject).where(
+                    ConnectorServiceDeskObject.profile_id == self.profile_id
+                )
+            )
+        )
+        failed = self.session.scalar(
+            select(ConnectorServiceDeskSyncRun).where(
+                ConnectorServiceDeskSyncRun.idempotency_key == "sync-malformed"
+            )
+        )
+        self.assertEqual("failed", failed.status)
+        self.assertEqual("change_timestamp_missing", failed.diagnostics[0]["code"])
+
+
+if __name__ == "__main__":
+    unittest.main()

tests/test_service_desk_transport.py

@@ -0,0 +1,286 @@
+from __future__ import annotations
+
+import json
+from urllib.parse import parse_qs, urlsplit
+import unittest
+from unittest.mock import patch
+
+from govoplan_core.security.http_fetch import HttpFetchResponse
+from govoplan_connectors.backend.service_desk_transport import (
+    HttpServiceDeskTransport,
+    ServiceDeskTransportError,
+)
+from govoplan_connectors.backend.service_desk_schemas import ServiceDeskRouteMapping
+
+
+def response(payload: dict[str, object], *, headers: dict[str, str] | None = None):
+    return HttpFetchResponse(
+        status=200,
+        headers={"Content-Type": "application/json", **(headers or {})},
+        body=json.dumps(payload).encode(),
+    )
+
+
+class ServiceDeskTransportTests(unittest.TestCase):
+    def setUp(self) -> None:
+        self.transport = HttpServiceDeskTransport()
+        self.endpoint = "https://support.example.test/znuny/nph-genericinterface.pl/Webservice/GovOPlaN"
+        self.routes = {
+            "search_path": "/Ticket/Search",
+            "ticket_path": "/Ticket/{ticket_id}",
+            "search_method": "POST",
+            "ticket_method": "GET",
+        }
+
+    def test_governed_routes_reject_embedded_authentication_controls(self) -> None:
+        for field, value in (
+            ("search_path", "/Ticket/Search?Password=secret"),
+            (
+                "ticket_web_url_template",
+                "https://desk.example.test/ticket/{ticket_id}?SessionID=secret",
+            ),
+        ):
+            with self.subTest(field=field), self.assertRaisesRegex(
+                ValueError, "authentication controls"
+            ):
+                ServiceDeskRouteMapping(**{field: value})
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_discovery_uses_governed_route_header_auth_and_version(self, fetch) -> None:
+        fetch.return_value = response(
+            {"TicketID": []}, headers={"X-Znuny-Version": "7.1.4"}
+        )
+        discovery = self.transport.discover(
+            endpoint_url=self.endpoint,
+            credential={"user_login": "connector", "password": "secret"},
+            routes={**self.routes, "search_filters": {"QueueIDs": [3, 7]}},
+        )
+        call = fetch.call_args
+        self.assertEqual("POST", call.kwargs["method"])
+        self.assertTrue(call.args[0].endswith("/Ticket/Search"))
+        self.assertEqual("connector", call.kwargs["headers"]["X-OTRS-Header-UserLogin"])
+        self.assertIn(
+            "X-OTRS-Header-Password",
+            call.kwargs["redirect_sensitive_headers"],
+        )
+        self.assertNotIn("secret", call.args[0])
+        self.assertEqual([3, 7], json.loads(call.kwargs["body"])["QueueIDs"])
+        self.assertEqual("znuny", discovery["product"])
+        self.assertEqual("synchronize", discovery["maturity"])
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_get_ticket_flags_are_query_parameters_without_secrets(self, fetch) -> None:
+        fetch.side_effect = (
+            response({"TicketID": ["42"]}),
+            response({"Ticket": [{"TicketID": "42", "Changed": "2026-08-22T10:00:00Z"}]}),
+        )
+        batch = self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential={"user_login": "connector", "password": "secret"},
+            routes=self.routes,
+            cursor=None,
+            limit=100,
+            force_full=True,
+        )
+        query = parse_qs(urlsplit(fetch.call_args_list[1].args[0]).query)
+        self.assertEqual(["1"], query["AllArticles"])
+        self.assertEqual(["0"], query["GetAttachmentContents"])
+        self.assertNotIn("UserLogin", query)
+        self.assertEqual(1, len(batch.changes))
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_link_identity_reads_do_not_request_articles_attachments_or_dynamic_fields(
+        self, fetch
+    ) -> None:
+        fetch.side_effect = (
+            response({"TicketID": ["42"]}),
+            response(
+                {"Ticket": [{"TicketID": "42", "Changed": "2026-08-22T10:00:00Z"}]}
+            ),
+        )
+        self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential=None,
+            routes={**self.routes, "_identity_only": True},
+            cursor=None,
+            limit=100,
+            force_full=True,
+        )
+        query = parse_qs(urlsplit(fetch.call_args_list[1].args[0]).query)
+        self.assertEqual(["0"], query["AllArticles"])
+        self.assertEqual(["0"], query["Attachments"])
+        self.assertEqual(["0"], query["DynamicFields"])
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_paged_full_cursor_preserves_cumulative_high_watermark(self, fetch) -> None:
+        fetch.side_effect = (
+            response({"TicketID": ["41", "42"]}),
+            response({"Ticket": [{"TicketID": "41", "Changed": "2026-08-22T12:00:00Z"}]}),
+            response({"TicketID": ["41", "42"]}),
+            response({"Ticket": [{"TicketID": "42", "Changed": "2026-08-22T10:00:00Z"}]}),
+        )
+        first = self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential=None,
+            routes=self.routes,
+            cursor=None,
+            limit=1,
+            force_full=True,
+        )
+        second = self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential=None,
+            routes=self.routes,
+            cursor=first.next_cursor,
+            limit=1,
+            force_full=True,
+        )
+        self.assertFalse(first.complete)
+        self.assertTrue(second.complete)
+        self.assertEqual("2026-08-22T12:00:00Z", second.high_watermark)
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_delta_overlaps_and_pages_all_ids_at_one_timestamp(self, fetch) -> None:
+        shared_revision = "2026-08-22T10:00:00Z"
+        fetch.side_effect = (
+            response({"TicketID": ["41", "42"]}),
+            response({"Ticket": [{"TicketID": "41", "Changed": shared_revision}]}),
+            response({"Ticket": [{"TicketID": "42", "Changed": shared_revision}]}),
+            response({"TicketID": ["41", "42"]}),
+            response({"Ticket": [{"TicketID": "41", "Changed": shared_revision}]}),
+            response({"Ticket": [{"TicketID": "42", "Changed": shared_revision}]}),
+        )
+        first = self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential=None,
+            routes=self.routes,
+            cursor=json.dumps(
+                {"kind": "delta", "changed": "2026-08-22T09:59:59Z", "seen": []}
+            ),
+            limit=1,
+            force_full=False,
+        )
+        second = self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential=None,
+            routes=self.routes,
+            cursor=first.next_cursor,
+            limit=1,
+            force_full=False,
+        )
+        self.assertEqual(["41"], [item["TicketID"] for item in first.changes])
+        self.assertEqual(["42"], [item["TicketID"] for item in second.changes])
+        second_search = json.loads(fetch.call_args_list[3].kwargs["body"])
+        self.assertEqual(
+            "2026-08-22T09:59:59Z",
+            second_search["TicketChangeTimeNewerDate"],
+        )
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_delta_does_not_suppress_a_seen_ticket_that_changed_again(self, fetch) -> None:
+        fetch.side_effect = (
+            response({"TicketID": ["41"]}),
+            response(
+                {
+                    "Ticket": [
+                        {"TicketID": "41", "Changed": "2026-08-22T10:05:00Z"}
+                    ]
+                }
+            ),
+        )
+        batch = self.transport.changes(
+            endpoint_url=self.endpoint,
+            credential=None,
+            routes=self.routes,
+            cursor=json.dumps(
+                {
+                    "kind": "delta",
+                    "changed": "2026-08-22T10:00:00Z",
+                    "seen": ["41"],
+                }
+            ),
+            limit=10,
+            force_full=False,
+        )
+        self.assertEqual(["41"], [item["TicketID"] for item in batch.changes])
+        self.assertEqual("2026-08-22T10:05:00Z", batch.high_watermark)
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_body_authentication_is_never_put_in_get_url(self, fetch) -> None:
+        fetch.return_value = response({"TicketID": ["42"]})
+        with self.assertRaisesRegex(ServiceDeskTransportError, "cannot be used with a GET"):
+            self.transport.changes(
+                endpoint_url=self.endpoint,
+                credential={
+                    "auth_mode": "body",
+                    "user_login": "connector",
+                    "password": "secret",
+                },
+                routes={**self.routes, "search_method": "GET"},
+                cursor=None,
+                limit=1,
+                force_full=True,
+            )
+        fetch.assert_not_called()
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_legacy_body_authentication_is_post_only_and_not_duplicated(self, fetch) -> None:
+        fetch.return_value = response({"TicketID": []})
+        self.transport.discover(
+            endpoint_url=self.endpoint,
+            credential={
+                "auth_mode": "body",
+                "user_login": "connector",
+                "password": "secret",
+            },
+            routes=self.routes,
+        )
+        call = fetch.call_args
+        payload = json.loads(call.kwargs["body"])
+        self.assertEqual("connector", payload["UserLogin"])
+        self.assertEqual("secret", payload["Password"])
+        self.assertNotIn("X-OTRS-Header-UserLogin", call.kwargs["headers"])
+        self.assertNotIn("secret", call.args[0])
+
+    @patch("govoplan_connectors.backend.service_desk_transport.fetch_http")
+    def test_update_requires_revision_and_requested_field_verification(self, fetch) -> None:
+        fetch.side_effect = (
+            response(
+                {
+                    "Ticket": [
+                        {
+                            "TicketID": "42",
+                            "State": "open",
+                            "Changed": "2026-08-22T10:00:00Z",
+                        }
+                    ]
+                }
+            ),
+            response({"Success": 1}),
+            response(
+                {
+                    "Ticket": [
+                        {
+                            "TicketID": "42",
+                            "State": "open",
+                            "Changed": "2026-08-22T10:05:00Z",
+                        }
+                    ]
+                }
+            ),
+        )
+        with self.assertRaises(ServiceDeskTransportError) as raised:
+            self.transport.update_ticket(
+                endpoint_url=self.endpoint,
+                credential=None,
+                routes={**self.routes, "update_path": "/Ticket/{ticket_id}"},
+                ticket_id="42",
+                expected_revision="2026-08-22T10:00:00Z",
+                changes={"State": "pending reminder"},
+            )
+        self.assertTrue(raised.exception.outcome_unknown)
+        self.assertEqual("update_verification_failed", raised.exception.code)
+
+
+if __name__ == "__main__":
+    unittest.main()

tests/test_tabular_sources.py

@@ -1,23 +1,27 @@
 from __future__ import annotations
 
 import unittest
+from unittest.mock import patch
+from dataclasses import replace
 
 from fastapi import HTTPException
-from sqlalchemy import create_engine
+from sqlalchemy import create_engine, inspect
 from sqlalchemy.orm import sessionmaker
 
 from govoplan_core.auth import ApiPrincipal
 from govoplan_core.core.access import PrincipalRef
 from govoplan_core.core.tabular_sources import (
+    TabularCsvSource,
     TabularReadRequest,
     TabularSnapshotInput,
     TabularSourceAccessError,
     TabularSourceUnavailableError,
     TabularSourceValidationError,
+    TabularSourceNotFoundError,
 )
 from govoplan_core.db.base import Base
 from govoplan_connectors.backend.db.models import ConnectorTabularSource
-from govoplan_connectors.backend.router import api_create_tabular_snapshot
+from govoplan_connectors.backend.router import api_create_tabular_snapshot, api_original_tabular_csv
 from govoplan_connectors.backend.schemas import SnapshotCreateRequest
 from govoplan_connectors.backend.tabular_sources import (
     READ_SCOPE,
@@ -263,6 +267,54 @@ class ConnectorsTabularSourceTests(unittest.TestCase):
 
         self.assertEqual(422, raised.exception.status_code)
 
+    def test_original_csv_round_trip_is_private_bounded_and_not_catalogue_content(self) -> None:
+        text = '\ufeffid,value\r\n9007199254740993,"  keep me  "\r\ntrue,0.123456789012345678901234567890\r\n"   ",""\r\n'
+        payload = SnapshotCreateRequest(name="CSV", source_name="csv", format="csv", csv_text=text)
+        with patch("govoplan_connectors.backend.router.audit_event"):
+            created = api_create_tabular_snapshot(payload, session=self.session, principal=principal())
+        self.session.expunge_all()
+        listed = self.provider.list_sources(self.session, principal())
+        self.assertNotIn("text", listed[0].metadata["csv_source"])
+        self.assertEqual("legacy_typed", listed[0].metadata["csv_source"]["value_mode"])
+        record = self.session.get(ConnectorTabularSource, created.ref.split(":", 1)[1])
+        self.assertIn("csv_source_", inspect(record).unloaded)
+        with patch("govoplan_connectors.backend.router.audit_event") as audit:
+            response = api_original_tabular_csv(created.ref, session=self.session, principal=principal())
+        self.assertEqual("connectors.original_csv.exported", audit.call_args.kwargs["action"])
+        self.assertEqual({"sha256"}, set(audit.call_args.kwargs["details"]))
+        with patch("govoplan_connectors.backend.router.provider.original_csv") as read, self.assertRaises(HTTPException) as denied:
+            api_original_tabular_csv(created.ref, session=self.session, principal=principal(scopes=()))
+        self.assertEqual(403, denied.exception.status_code)
+        read.assert_not_called()
+        self.assertEqual(text.encode("utf-8"), response.body)
+        self.assertEqual("no-store", response.headers["cache-control"])
+        self.assertIn("attachment", response.headers["content-disposition"])
+        with self.assertRaises(TabularSourceNotFoundError):
+            self.provider.original_csv(self.session, principal("tenant-2"), source_ref=created.ref)
+        with self.assertRaises(TabularSourceAccessError):
+            self.provider.original_csv(self.session, principal(scopes=()), source_ref=created.ref)
+        record.csv_source_ = {**record.csv_source_, "text": "tampered"}
+        self.session.flush()
+        with self.assertRaises(TabularSourceUnavailableError):
+            self.provider.original_csv(self.session, principal(), source_ref=created.ref)
+
+    def test_text_snapshot_matches_exact_projection_and_rejects_inconsistent_evidence(self) -> None:
+        source = TabularCsvSource(text='value\n"   "\n0.123456789012345678901234567890\n', value_mode="text")
+        snapshot = TabularSnapshotInput(name="Text", source_name="text", rows=parse_csv_snapshot(source.text, delimiter=",", value_mode="text"), csv_source=source)
+        with self.assertRaises(TabularSourceValidationError):
+            self.provider.create_snapshot(self.session, principal(), snapshot=replace(snapshot, rows=({"value": "changed"},)))
+        created = self.provider.create_snapshot(self.session, principal(), snapshot=snapshot)
+        self.assertEqual(2, created.row_count)
+        self.assertEqual(source.text, self.provider.original_csv(self.session, principal(), source_ref=created.ref))
+        legacy = self.provider.create_snapshot(self.session, principal(), snapshot=TabularSnapshotInput(name="Old", source_name="old", rows=({"id": 1},)))
+        with self.assertRaises(TabularSourceNotFoundError):
+            self.provider.original_csv(self.session, principal(), source_ref=legacy.ref)
+
+    def test_original_csv_projection_binding_rejects_equal_but_different_types(self) -> None:
+        for text, value in (("value\ntrue\n", 1), ("value\n1\n", True), ("value\n1\n", 1.0)):
+            with self.subTest(text=text, value=value), self.assertRaises(TabularSourceValidationError):
+                self.provider.create_snapshot(self.session, principal(), snapshot=TabularSnapshotInput(name="Invalid", source_name="invalid", rows=({"value": value},), csv_source=TabularCsvSource(text=text)))
+
 
 if __name__ == "__main__":
     unittest.main()

tests/test_xlsx_safety_bounds.py

@@ -0,0 +1,90 @@
+from __future__ import annotations
+
+import re
+import unittest
+from dataclasses import replace
+from io import BytesIO
+from unittest.mock import patch
+from zipfile import ZipFile
+
+from openpyxl import Workbook
+
+from govoplan_core.core.tabular_sources import TabularSourceValidationError
+from govoplan_connectors.backend import tabular_adapters as adapters
+
+
+def workbook_bytes(*, dimension: str | None = None, last_cell: str = "A2") -> bytes:
+    workbook = Workbook()
+    workbook.active.append(["name"])
+    workbook.active.append(["Ada"])
+    output = BytesIO()
+    workbook.save(output)
+    workbook.close()
+    result = BytesIO()
+    with ZipFile(BytesIO(output.getvalue())) as original, ZipFile(result, "w") as modified:
+        for entry in original.infolist():
+            content = original.read(entry)
+            if entry.filename == "xl/worksheets/sheet1.xml":
+                xml = content.decode()
+                if dimension is not None:
+                    xml = re.sub(r'<dimension ref="[^"]+"\s*/>', f'<dimension ref="{dimension}"/>', xml)
+                xml = xml.replace('r="A2"', f'r="{last_cell}"')
+                xml = xml.replace('<row r="2">', f'<row r="{re.search(r"[0-9]+$", last_cell).group()}">')
+                content = xml.encode()
+            modified.writestr(entry, content)
+    return result.getvalue()
+
+
+def parse(payload: bytes):
+    return adapters.parse_managed_tabular_content(payload, filename="fixture.xlsx", content_type=None, delimiter=",", sheet_name=None)
+
+
+class XlsxSafetyBoundsTests(unittest.TestCase):
+    def test_sparse_rows_cannot_bypass_limit_by_not_counting_as_data(self):
+        with self.assertRaisesRegex(TabularSourceValidationError, "row"):
+            parse(workbook_bytes(last_cell=f"A{adapters.MAX_FILE_ROWS + 2}"))
+
+    def test_forged_small_dimensions_cannot_hide_far_away_cells(self):
+        with self.assertRaisesRegex(TabularSourceValidationError, "row"):
+            parse(workbook_bytes(dimension="A1:A2", last_cell="A1000000"))
+
+    def test_forged_small_dimensions_cannot_hide_out_of_range_columns(self):
+        with self.assertRaisesRegex(TabularSourceValidationError, "column"):
+            parse(workbook_bytes(dimension="A1:A2", last_cell="XFD2"))
+
+    def test_declared_dimensions_do_not_expand_or_truncate_real_rows(self):
+        for dimension in ("A1:XFD1048576", "A1:A1"):
+            with self.subTest(dimension=dimension):
+                rows, sheet = parse(workbook_bytes(dimension=dimension))
+                self.assertEqual(({"name": "Ada"},), rows)
+                self.assertEqual("Sheet", sheet)
+
+    def test_small_blank_gaps_and_exact_limit_remain_usable(self):
+        for cell in ("A4", f"A{adapters.MAX_FILE_ROWS + 1}"):
+            rows, _sheet = parse(workbook_bytes(last_cell=cell))
+            self.assertEqual(({"name": "Ada"},), rows)
+
+    def test_workbook_is_parsed_in_a_fresh_child_not_the_parent(self):
+        with patch.object(adapters, "_parse_xlsx_content", side_effect=AssertionError("parent parser ran")):
+            rows, sheet = parse(workbook_bytes())
+        self.assertEqual(({"name": "Ada"},), rows)
+        self.assertEqual("Sheet", sheet)
+
+    def test_real_worker_timeout_fails_without_parent_fallback(self):
+        limits = replace(adapters.XLSX_PROCESS_LIMITS, wall_seconds=0.001)
+        with patch.object(adapters, "XLSX_PROCESS_LIMITS", limits), patch.object(
+            adapters, "_parse_xlsx_content", side_effect=AssertionError("parent parser ran")
+        ):
+            with self.assertRaisesRegex(TabularSourceValidationError, "timeout"):
+                parse(workbook_bytes())
+
+    def test_child_validation_keeps_missing_sheet_message(self):
+        with self.assertRaisesRegex(TabularSourceValidationError, "worksheet 'Missing' was not found"):
+            adapters.parse_managed_tabular_content(
+                workbook_bytes(), filename="fixture.xlsx", content_type=None,
+                delimiter=",", sheet_name="Missing",
+            )
+
+
+if __name__ == "__main__":
+    unittest.main()

webui/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@govoplan/connectors-webui",
-  "version": "0.1.21",
+  "version": "0.1.27",
   "private": true,
   "type": "module",
   "main": "src/index.ts",

webui/src/api/externalServiceDesk.ts

@@ -0,0 +1,208 @@
+import { apiFetch, apiPath, type ApiSettings } from "@govoplan/core-webui";
+
+export type ServiceDeskDiagnostic = {
+  severity: "info" | "warning" | "error";
+  code: string;
+  message: string;
+  object_ref?: string | null;
+  field?: string | null;
+  retryable: boolean;
+  details: Record<string, unknown>;
+};
+
+export type ServiceDeskRouteMapping = {
+  search_path: string;
+  ticket_path: string;
+  update_path?: string | null;
+  search_method: "GET" | "POST";
+  ticket_method: "GET" | "POST";
+  update_method: "PATCH" | "POST" | "PUT";
+  ticket_web_url_template?: string | null;
+  search_filters: Record<string, unknown>;
+};
+
+export type ServiceDeskQueueMapping = {
+  source_queue: string;
+  target_queue_ref?: string | null;
+  include: boolean;
+  visibility: "tenant" | "restricted";
+  acl_tokens: string[];
+};
+
+export type ServiceDeskDynamicFieldMapping = {
+  source_name: string;
+  target_name?: string | null;
+  include: boolean;
+  value_type: "string" | "number" | "boolean" | "date" | "json";
+};
+
+export type ServiceDeskProfile = {
+  id: string;
+  tenant_id: string;
+  configuration_id: string;
+  status: "active" | "paused";
+  integration_mode: "link" | "import" | "synchronize";
+  product: string;
+  product_version?: string | null;
+  desired_maturity: "discover" | "link" | "search" | "read" | "publish" | "synchronize";
+  discovered_maturity: string;
+  source_authority_mode: "external_authoritative" | "external_mirror" | "governed_sync" | "linked_reference";
+  default_visibility: "tenant" | "restricted";
+  default_acl_tokens: string[];
+  routes: ServiceDeskRouteMapping;
+  queue_mappings: ServiceDeskQueueMapping[];
+  dynamic_field_mappings: ServiceDeskDynamicFieldMapping[];
+  capabilities: string[];
+  discovery_revision?: string | null;
+  discovered_configuration_revision?: number | null;
+  discovered_configuration_hash?: string | null;
+  health_status: string;
+  health_details: Record<string, unknown>;
+  discovered_at?: string | null;
+  last_sync_cursor?: string | null;
+  last_high_watermark?: string | null;
+  resource_revision: number;
+  credential_reference_present: boolean;
+  endpoint_configured: boolean;
+  created_at: string;
+  updated_at: string;
+};
+
+export type ServiceDeskObject = {
+  id: string;
+  profile_id: string;
+  object_type: string;
+  external_id: string;
+  external_ticket_number?: string | null;
+  title: string;
+  canonical_url?: string | null;
+  status: string;
+  source_revision: string;
+  visibility: string;
+  acl_tokens: string[];
+  mapped_data: Record<string, unknown>;
+  provenance: Record<string, unknown>;
+  source_updated_at?: string | null;
+  observed_at: string;
+  resource_revision: number;
+};
+
+export type ServiceDeskRun = {
+  id: string;
+  profile_id: string;
+  mode: string;
+  idempotency_key: string;
+  status: string;
+  cursor_before?: string | null;
+  cursor_after?: string | null;
+  high_watermark?: string | null;
+  counts: Record<string, number>;
+  effects: Array<Record<string, unknown>>;
+  diagnostics: ServiceDeskDiagnostic[];
+  provenance: Record<string, unknown>;
+  started_at: string;
+  finished_at?: string | null;
+  created_at: string;
+};
+
+export type ServiceDeskDiscovery = {
+  profile: ServiceDeskProfile;
+  product: string;
+  product_version?: string | null;
+  api_family: string;
+  capabilities: string[];
+  maturity: string;
+  health_status: string;
+  diagnostics: ServiceDeskDiagnostic[];
+  revision: string;
+};
+
+export type ServiceDeskTicketUpdateResult = {
+  run: ServiceDeskRun;
+  object: ServiceDeskObject;
+  accepted: boolean;
+  outcome_unknown: boolean;
+};
+
+const ROOT = "/api/v1/connectors/service-desk";
+
+export async function listServiceDeskProfiles(settings: ApiSettings): Promise<ServiceDeskProfile[]> {
+  const response = await apiFetch<{ items: ServiceDeskProfile[] }>(settings, `${ROOT}/profiles`);
+  return response.items;
+}
+
+export function createServiceDeskProfile(
+  settings: ApiSettings,
+  payload: Record<string, unknown>
+): Promise<ServiceDeskProfile> {
+  return apiFetch(settings, `${ROOT}/profiles`, {
+    method: "POST",
+    body: JSON.stringify(payload)
+  });
+}
+
+export function updateServiceDeskProfile(
+  settings: ApiSettings,
+  profileId: string,
+  payload: Record<string, unknown>
+): Promise<ServiceDeskProfile> {
+  return apiFetch(settings, `${ROOT}/profiles/${encodeURIComponent(profileId)}`, {
+    method: "PUT",
+    body: JSON.stringify(payload)
+  });
+}
+
+export function discoverServiceDeskProfile(
+  settings: ApiSettings,
+  profileId: string
+): Promise<ServiceDeskDiscovery> {
+  return apiFetch(settings, `${ROOT}/profiles/${encodeURIComponent(profileId)}/discover`, {
+    method: "POST"
+  });
+}
+
+export function synchronizeServiceDeskProfile(
+  settings: ApiSettings,
+  profileId: string,
+  payload: Record<string, unknown>
+): Promise<ServiceDeskRun> {
+  return apiFetch(settings, `${ROOT}/profiles/${encodeURIComponent(profileId)}/sync`, {
+    method: "POST",
+    body: JSON.stringify(payload)
+  });
+}
+
+export async function listServiceDeskObjects(
+  settings: ApiSettings,
+  profileId: string
+): Promise<ServiceDeskObject[]> {
+  const response = await apiFetch<{ items: ServiceDeskObject[] }>(
+    settings,
+    apiPath(`${ROOT}/profiles/${encodeURIComponent(profileId)}/objects`, { limit: 100 })
+  );
+  return response.items;
+}
+
+export async function listServiceDeskRuns(
+  settings: ApiSettings,
+  profileId?: string
+): Promise<ServiceDeskRun[]> {
+  const response = await apiFetch<{ items: ServiceDeskRun[] }>(
+    settings,
+    apiPath(`${ROOT}/runs`, { profile_id: profileId || undefined, limit: 100 })
+  );
+  return response.items;
+}
+
+export function updateServiceDeskTicket(
+  settings: ApiSettings,
+  profileId: string,
+  externalTicketId: string,
+  payload: Record<string, unknown>
+): Promise<ServiceDeskTicketUpdateResult> {
+  return apiFetch(
+    settings,
+    `${ROOT}/profiles/${encodeURIComponent(profileId)}/tickets/${encodeURIComponent(externalTicketId)}/update`,
+    { method: "POST", body: JSON.stringify(payload) }
+  );
+}

webui/src/features/ConnectorGovernancePage.tsx

@@ -483,7 +483,7 @@ export default function ConnectorGovernancePage({ settings, auth }: Props) {
             <FormField label="Endpoint URL" hint="Credentials are rejected in URLs.">
               <input value={draft.endpoint_url} disabled={!canAdmin || busy} placeholder="https://provider.example/api" onChange={(event) => setDraft({ ...draft, endpoint_url: event.target.value })} />
             </FormField>
-            <FormField label="Credential reference" hint="Reference an approved secret; do not paste a secret.">
+            <FormField label="Credential reference" hint="Reference an approved secret; do not paste a secret." helpContextId="connectors.admin.governed-configurations" helpModuleId="connectors">
               <input value={draft.credential_ref} disabled={!canAdmin || busy} placeholder="vault://connectors/provider" onChange={(event) => setDraft({ ...draft, credential_ref: event.target.value })} />
             </FormField>
             <FormField label="Ambiguous-result policy">
@@ -574,7 +574,7 @@ export default function ConnectorGovernancePage({ settings, auth }: Props) {
         <FormField label="Endpoint URL">
           <input value={newDraft.endpoint_url} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, endpoint_url: event.target.value })} />
         </FormField>
-        <FormField label="Credential reference">
+        <FormField label="Credential reference" helpContextId="connectors.admin.governed-configurations" helpModuleId="connectors">
           <input value={newDraft.credential_ref} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, credential_ref: event.target.value })} />
         </FormField>
         <FormField label="Ambiguous-result policy">
@@ -597,8 +597,8 @@ export default function ConnectorGovernancePage({ settings, auth }: Props) {
       closeDisabled={busy}
       footer={<>
         <Button onClick={() => setReviewRun(null)} disabled={busy}>Cancel</Button>
-        <Button variant="danger" onClick={() => void decideReview("rejected")} disabled={busy || reviewReason.trim().length < 5}>Reject</Button>
-        <Button variant="primary" onClick={() => void decideReview("approved")} disabled={busy || reviewReason.trim().length < 5}>Approve</Button>
+        <Button variant="danger" helpContextId="connectors.action.reject-ambiguous-result" helpModuleId="connectors" onClick={() => void decideReview("rejected")} disabled={busy || reviewReason.trim().length < 5}>Reject</Button>
+        <Button variant="primary" helpContextId="connectors.action.approve-ambiguous-result" helpModuleId="connectors" onClick={() => void decideReview("approved")} disabled={busy || reviewReason.trim().length < 5}>Approve</Button>
       </>}
     >
       <p>Review {reviewRun?.summary.ambiguous ?? 0} ambiguous effects against the retained input and configuration hashes before deciding.</p>

webui/src/features/ExternalKnowledgePage.tsx

@@ -326,7 +326,7 @@ export default function ExternalKnowledgePage({ settings, auth }: Props) {
       <Button variant="secondary" onClick={() => void sync(false)} disabled={!selected || !canSync || busy || dirty}>Run delta</Button>
       <Button variant="secondary" onClick={() => void sync(true)} disabled={!selected || !canSync || busy || dirty}>Run full backfill</Button>
       <Button variant="secondary" onClick={() => setMigrationOpen(true)} disabled={!selected || !canMigrate || busy || dirty}>Preview migration</Button>
-      <Button variant="primary" onClick={() => setPublishOpen(true)} disabled={!selected || !canPublish || busy || dirty}>Publish page</Button>
+      <Button variant="primary" helpContextId="connectors.admin.external-knowledge" helpModuleId="connectors" onClick={() => setPublishOpen(true)} disabled={!selected || !canPublish || busy || dirty}>Publish page</Button>
     </>}
     discardAction={{
       label: "Discard changes",
@@ -501,7 +501,7 @@ export default function ExternalKnowledgePage({ settings, auth }: Props) {
 
     <Dialog open={publishOpen} title="Publish provider page revision" onClose={() => !busy && setPublishOpen(false)} closeDisabled={busy} footer={<>
       <Button onClick={() => setPublishOpen(false)} disabled={busy}>Cancel</Button>
-      <Button variant="primary" onClick={() => void publish()} disabled={busy || !externalPageId.trim() || !publishTitle.trim()}>Publish revision</Button>
+      <Button variant="primary" helpContextId="connectors.admin.external-knowledge" helpModuleId="connectors" onClick={() => void publish()} disabled={busy || !externalPageId.trim() || !publishTitle.trim()}>Publish revision</Button>
     </>}>
       <p className="muted">Publication is an external effect. Supply the current provider revision where possible; an unknown outcome blocks blind retry.</p>
       <FormGrid columns={2} collapseAt="standard" className="">

webui/src/features/ExternalServiceDeskPage.tsx

@@ -0,0 +1,573 @@
+import { useCallback, useEffect, useMemo, useState } from "react";
+import {
+  AdminPageLayout,
+  Button,
+  Card,
+  Dialog,
+  FilterBar,
+  FormField,
+  FormGrid,
+  MetricCard,
+  MetricGrid,
+  PageActionBar,
+  SelectionList,
+  SelectionListItem,
+  SelectionListItemContent,
+  StatePanel,
+  StatusBadge,
+  WorkspaceLayout,
+  formatDateTime,
+  hasScope,
+  useUnsavedChanges,
+  useUnsavedDraftGuard,
+  type ApiSettings,
+  type AuthInfo
+} from "@govoplan/core-webui";
+import {
+  createServiceDeskProfile,
+  discoverServiceDeskProfile,
+  listServiceDeskObjects,
+  listServiceDeskProfiles,
+  listServiceDeskRuns,
+  synchronizeServiceDeskProfile,
+  updateServiceDeskProfile,
+  updateServiceDeskTicket,
+  type ServiceDeskObject,
+  type ServiceDeskProfile,
+  type ServiceDeskRun
+} from "../api/externalServiceDesk";
+
+type Props = { settings: ApiSettings; auth: AuthInfo };
+
+type ProfileDraft = {
+  status: "active" | "paused";
+  integration_mode: ServiceDeskProfile["integration_mode"];
+  desired_maturity: ServiceDeskProfile["desired_maturity"];
+  source_authority_mode: ServiceDeskProfile["source_authority_mode"];
+  default_visibility: ServiceDeskProfile["default_visibility"];
+  default_acl_tokens: string;
+  routes: string;
+  queue_mappings: string;
+  dynamic_field_mappings: string;
+};
+
+const DEFAULT_ROUTES = {
+  search_path: "/Ticket/Search",
+  ticket_path: "/Ticket/{ticket_id}",
+  update_path: null,
+  search_method: "POST",
+  ticket_method: "GET",
+  update_method: "PATCH",
+  ticket_web_url_template: null,
+  search_filters: {}
+};
+
+const EMPTY_DRAFT: ProfileDraft = {
+  status: "active",
+  integration_mode: "synchronize",
+  desired_maturity: "synchronize",
+  source_authority_mode: "external_authoritative",
+  default_visibility: "restricted",
+  default_acl_tokens: "scope:connectors:service_desk:read",
+  routes: JSON.stringify(DEFAULT_ROUTES, null, 2),
+  queue_mappings: JSON.stringify([], null, 2),
+  dynamic_field_mappings: JSON.stringify([], null, 2)
+};
+
+export default function ExternalServiceDeskPage({ settings, auth }: Props) {
+  const [profiles, setProfiles] = useState<ServiceDeskProfile[]>([]);
+  const [objects, setObjects] = useState<ServiceDeskObject[]>([]);
+  const [runs, setRuns] = useState<ServiceDeskRun[]>([]);
+  const [selectedId, setSelectedId] = useState("");
+  const [draft, setDraft] = useState<ProfileDraft>(EMPTY_DRAFT);
+  const [savedKey, setSavedKey] = useState("");
+  const [search, setSearch] = useState("");
+  const [loading, setLoading] = useState(true);
+  const [busy, setBusy] = useState(false);
+  const [error, setError] = useState("");
+  const [success, setSuccess] = useState("");
+  const [createOpen, setCreateOpen] = useState(false);
+  const [configurationId, setConfigurationId] = useState("");
+  const [newDraft, setNewDraft] = useState<ProfileDraft>(EMPTY_DRAFT);
+  const [updateOpen, setUpdateOpen] = useState(false);
+  const [updateObjectId, setUpdateObjectId] = useState("");
+  const [updateTitle, setUpdateTitle] = useState("");
+  const [updateQueue, setUpdateQueue] = useState("");
+  const [updateState, setUpdateState] = useState("");
+  const [updatePriority, setUpdatePriority] = useState("");
+  const [updateOwner, setUpdateOwner] = useState("");
+  const [updateResponsible, setUpdateResponsible] = useState("");
+  const [updateDynamicFields, setUpdateDynamicFields] = useState("{}");
+  const { requestDiscard } = useUnsavedChanges();
+
+  const selected = profiles.find((item) => item.id === selectedId) ?? null;
+  const selectedObject = objects.find((item) => item.id === updateObjectId) ?? null;
+  const canAdmin = hasScope(auth, "connectors:service_desk:admin");
+  const canSync = hasScope(auth, "connectors:service_desk:sync");
+  const canUpdate = hasScope(auth, "connectors:service_desk:update");
+  const dirty = Boolean(selected && draftKey(draft) !== savedKey);
+
+  const applyProfile = useCallback((profile: ServiceDeskProfile | null) => {
+    const next = profile ? draftFromProfile(profile) : EMPTY_DRAFT;
+    setDraft(next);
+    setSavedKey(profile ? draftKey(next) : "");
+  }, []);
+
+  const reload = useCallback(async (preferredId?: string) => {
+    setLoading(true);
+    setError("");
+    try {
+      const nextProfiles = await listServiceDeskProfiles(settings);
+      const nextId = preferredId && nextProfiles.some((item) => item.id === preferredId)
+        ? preferredId
+        : nextProfiles.some((item) => item.id === selectedId)
+          ? selectedId
+          : nextProfiles[0]?.id ?? "";
+      const [nextObjects, nextRuns] = nextId
+        ? await Promise.all([
+          listServiceDeskObjects(settings, nextId),
+          listServiceDeskRuns(settings, nextId)
+        ])
+        : [[], []];
+      setProfiles(nextProfiles);
+      setSelectedId(nextId);
+      setObjects(nextObjects);
+      setRuns(nextRuns);
+      applyProfile(nextProfiles.find((item) => item.id === nextId) ?? null);
+    } catch (caught) {
+      setError(errorMessage(caught));
+    } finally {
+      setLoading(false);
+    }
+  }, [applyProfile, selectedId, settings]);
+
+  useEffect(() => {
+    void reload();
+  }, [settings.apiBaseUrl, settings.apiKey, settings.accessToken]);
+
+  const save = async (): Promise<boolean> => {
+    if (!selected || !canAdmin) return false;
+    setBusy(true);
+    setError("");
+    try {
+      const updated = await updateServiceDeskProfile(settings, selected.id, {
+        expected_resource_revision: selected.resource_revision,
+        status: draft.status,
+        integration_mode: draft.integration_mode,
+        desired_maturity: draft.desired_maturity,
+        source_authority_mode: draft.source_authority_mode,
+        default_visibility: draft.default_visibility,
+        default_acl_tokens: lines(draft.default_acl_tokens),
+        routes: parseObject(draft.routes, "Routes"),
+        queue_mappings: parseArray(draft.queue_mappings, "Queue mappings"),
+        dynamic_field_mappings: parseArray(draft.dynamic_field_mappings, "Dynamic-field mappings")
+      });
+      setSuccess("Service-desk profile saved; queue ACLs and Search projections were refreshed.");
+      await reload(updated.id);
+      return true;
+    } catch (caught) {
+      setError(errorMessage(caught));
+      return false;
+    } finally {
+      setBusy(false);
+    }
+  };
+
+  useUnsavedDraftGuard({
+    dirty,
+    onSave: save,
+    onDiscard: () => applyProfile(selected),
+    title: "Unsaved service-desk profile changes",
+    message: "Save or discard the profile changes before continuing."
+  });
+
+  const selectProfile = (profile: ServiceDeskProfile) => {
+    if (profile.id === selectedId) return;
+    requestDiscard(() => {
+      setSelectedId(profile.id);
+      applyProfile(profile);
+      setObjects([]);
+      setRuns([]);
+      void Promise.all([
+        listServiceDeskObjects(settings, profile.id),
+        listServiceDeskRuns(settings, profile.id)
+      ]).then(([nextObjects, nextRuns]) => {
+        setObjects(nextObjects);
+        setRuns(nextRuns);
+      }).catch((caught) => setError(errorMessage(caught)));
+    });
+  };
+
+  const createProfile = async () => {
+    if (!configurationId.trim()) return;
+    setBusy(true);
+    setError("");
+    try {
+      const created = await createServiceDeskProfile(settings, {
+        configuration_id: configurationId.trim(),
+        integration_mode: newDraft.integration_mode,
+        desired_maturity: newDraft.desired_maturity,
+        source_authority_mode: newDraft.source_authority_mode,
+        default_visibility: newDraft.default_visibility,
+        default_acl_tokens: lines(newDraft.default_acl_tokens),
+        routes: parseObject(newDraft.routes, "Routes"),
+        queue_mappings: parseArray(newDraft.queue_mappings, "Queue mappings"),
+        dynamic_field_mappings: parseArray(newDraft.dynamic_field_mappings, "Dynamic-field mappings")
+      });
+      setCreateOpen(false);
+      setConfigurationId("");
+      setNewDraft(EMPTY_DRAFT);
+      setSuccess("Service-desk profile created. Run discovery before synchronization.");
+      await reload(created.id);
+    } catch (caught) {
+      setError(errorMessage(caught));
+    } finally {
+      setBusy(false);
+    }
+  };
+
+  const discover = async () => {
+    if (!selected || dirty) return;
+    setBusy(true);
+    setError("");
+    try {
+      const result = await discoverServiceDeskProfile(settings, selected.id);
+      setSuccess(`Discovered ${result.product} ${result.product_version ?? ""} at ${result.maturity} maturity with ${result.diagnostics.length} diagnostics.`);
+      await reload(selected.id);
+    } catch (caught) {
+      setError(errorMessage(caught));
+    } finally {
+      setBusy(false);
+    }
+  };
+
+  const sync = async (mode: "auto" | "full") => {
+    if (!selected || dirty) return;
+    setBusy(true);
+    setError("");
+    try {
+      const run = await synchronizeServiceDeskProfile(settings, selected.id, {
+        idempotency_key: `service-desk-${mode}-${crypto.randomUUID()}`,
+        mode,
+        limit: 100
+      });
+      setSuccess(`${mode === "full" ? "Full synchronization" : "Next synchronization page"} completed with ${effectTotal(run)} effects.`);
+      await reload(selected.id);
+    } catch (caught) {
+      setError(errorMessage(caught));
+    } finally {
+      setBusy(false);
+    }
+  };
+
+  const openTicketUpdate = (item: ServiceDeskObject) => {
+    setUpdateObjectId(item.id);
+    setUpdateTitle("");
+    setUpdateQueue("");
+    setUpdateState("");
+    setUpdatePriority("");
+    setUpdateOwner("");
+    setUpdateResponsible("");
+    setUpdateDynamicFields("{}");
+    setUpdateOpen(true);
+  };
+
+  const submitTicketUpdate = async () => {
+    if (!selected || !selectedObject) return;
+    const dynamicFields = parseObject(updateDynamicFields, "Dynamic fields");
+    const changes = compact({
+      title: updateTitle,
+      queue: updateQueue,
+      state: updateState,
+      priority: updatePriority,
+      owner: updateOwner,
+      responsible: updateResponsible
+    });
+    if (!Object.keys(changes).length && !Object.keys(dynamicFields).length) {
+      setError("Enter at least one governed ticket change.");
+      return;
+    }
+    setBusy(true);
+    setError("");
+    try {
+      const result = await updateServiceDeskTicket(
+        settings,
+        selected.id,
+        selectedObject.external_id,
+        {
+          idempotency_key: `service-desk-update-${crypto.randomUUID()}`,
+          expected_external_revision: selectedObject.source_revision,
+          ...changes,
+          dynamic_fields: dynamicFields
+        }
+      );
+      setUpdateOpen(false);
+      setSuccess(result.outcome_unknown
+        ? "Update outcome is unknown. Inspect the provider revision before retrying."
+        : "Provider accepted the revision-checked ticket update and durable evidence was recorded.");
+      await reload(selected.id);
+    } catch (caught) {
+      setError(errorMessage(caught));
+    } finally {
+      setBusy(false);
+    }
+  };
+
+  const visibleProfiles = useMemo(() => {
+    const needle = search.trim().toLocaleLowerCase();
+    return profiles.filter((item) => !needle ||
+      `${item.product} ${item.product_version ?? ""} ${item.integration_mode} ${item.health_status} ${item.configuration_id}`
+        .toLocaleLowerCase().includes(needle));
+  }, [profiles, search]);
+
+  const actionBar = <PageActionBar
+    variant="editor"
+    state={busy ? "saving" : dirty ? "dirty" : "clean"}
+    refreshable
+    reloadAction={{ onReload: () => void reload(selectedId), loading }}
+    primaryActions={<>
+      <Button onClick={() => setCreateOpen(true)} disabled={!canAdmin || busy}>New profile</Button>
+      <Button variant="secondary" onClick={() => void discover()} disabled={!selected || !canAdmin || busy || dirty}>Discover</Button>
+      <Button variant="secondary" onClick={() => void sync("auto")} disabled={!selected || !canSync || busy || dirty}>Run next page</Button>
+      <Button variant="secondary" onClick={() => void sync("full")} disabled={!selected || !canSync || busy || dirty}>Restart full sync</Button>
+    </>}
+    discardAction={{
+      label: "Discard changes",
+      disabled: !selected,
+      onClick: () => applyProfile(selected)
+    }}
+    saveAction={{
+      label: "Save",
+      disabled: !selected || !canAdmin || busy,
+      disabledReason: !canAdmin ? "Service-desk administration permission is required." : undefined,
+      onClick: () => void save()
+    }}
+  />;
+
+  return <AdminPageLayout
+    archetype="workspace"
+    title="External service desk"
+    description="Connect Znuny or OTRS-compatible tickets while preserving provider identity, source authority, current ACLs, and domain-module boundaries."
+    loading={loading && !profiles.length}
+    error={error}
+    success={success}
+    actions={actionBar}
+    className="connector-service-desk-page"
+    helpContextId="connectors.admin.external-service-desk"
+  >
+    <MetricGrid columns={4} density="compact" minimum="compact">
+      <MetricCard label="Profiles" value={profiles.length} />
+      <MetricCard label="Active tickets" value={objects.filter((item) => item.status !== "deleted").length} />
+      <MetricCard label="Unhealthy profiles" value={profiles.filter((item) => !["healthy", "unknown"].includes(item.health_status)).length} tone="warning" />
+      <MetricCard label="Unresolved runs" value={runs.filter((item) => ["failed", "outcome_unknown"].includes(item.status)).length} tone="warning" />
+    </MetricGrid>
+
+    <WorkspaceLayout
+      variant="split"
+      primarySize="compact"
+      surface="contained"
+      primaryScrollable={false}
+      contentScrollable={false}
+      primaryLabel="Service-desk profiles"
+      contentLabel="Profile details"
+      primary={<div className="connector-knowledge-list">
+        <FilterBar surface="panel">
+          <input type="search" value={search} onChange={(event) => setSearch(event.target.value)} placeholder="Search profiles" aria-label="Search service-desk profiles" />
+        </FilterBar>
+        <SelectionList variant="navigation" label="External service-desk profiles">
+          {visibleProfiles.map((profile) => <SelectionListItem key={profile.id} selected={profile.id === selectedId} onClick={() => selectProfile(profile)}>
+            <SelectionListItemContent
+              title={`${profile.product}${profile.product_version ? ` ${profile.product_version}` : ""}`}
+              description={`${profile.integration_mode} · ${profile.discovered_maturity} · ${profile.configuration_id}`}
+            />
+            <StatusBadge status={profile.status === "paused" ? "inactive" : profile.health_status} />
+          </SelectionListItem>)}
+          {!visibleProfiles.length ? <StatePanel size="compact" description="No matching service-desk profiles." /> : null}
+        </SelectionList>
+      </div>}
+    >
+      {!selected ? <StatePanel size="fill" title="External service-desk profiles" description="Create or select a profile to discover deployment routes and inspect synchronization evidence." /> : <div className="connector-knowledge-detail">
+        <Card title={`${selected.product}${selected.product_version ? ` ${selected.product_version}` : ""}`}>
+          <div className="connector-revision-line">
+            <StatusBadge status={selected.status} />
+            <StatusBadge status={selected.health_status} />
+            <span>Discovered maturity: {selected.discovered_maturity}</span>
+            <code title={selected.discovery_revision ?? undefined}>r{selected.resource_revision}</code>
+          </div>
+          <FormGrid columns={2} collapseAt="standard" className="">
+            <FormField label="Status" hint="Pausing immediately makes Search authorization fail closed.">
+              <select value={draft.status} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, status: event.target.value as ProfileDraft["status"] })}>
+                <option value="active">Active</option><option value="paused">Paused</option>
+              </select>
+            </FormField>
+            <FormField label="Integration mode" hint="Link and import are intentionally not continuous bidirectional synchronization.">
+              <select value={draft.integration_mode} disabled={!canAdmin || busy} onChange={(event) => setDraft(withMode(draft, event.target.value as ProfileDraft["integration_mode"]))}>
+                <option value="link">Link</option><option value="import">Import snapshot</option><option value="synchronize">Synchronize</option>
+              </select>
+            </FormField>
+            <FormField label="Desired maturity" hint="Link permits link/search, import requires read, synchronize requires synchronize.">
+              <select value={draft.desired_maturity} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, desired_maturity: event.target.value as ProfileDraft["desired_maturity"] })}>
+                {maturityOptions(draft.integration_mode).map((value) => <option key={value} value={value}>{value}</option>)}
+              </select>
+            </FormField>
+            <FormField label="Source authority">
+              <select value={draft.source_authority_mode} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, source_authority_mode: event.target.value as ProfileDraft["source_authority_mode"] })}>
+                {authorityOptions(draft.integration_mode).map(([value, label]) => <option key={value} value={value}>{label}</option>)}
+              </select>
+            </FormField>
+            <FormField label="Fallback visibility">
+              <select value={draft.default_visibility} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, default_visibility: event.target.value as ProfileDraft["default_visibility"] })}>
+                <option value="restricted">Restricted</option><option value="tenant">Tenant</option>
+              </select>
+            </FormField>
+            <FormField label="Fallback ACL tokens" hint="Used only when provider and queue mappings supply no portable ACL.">
+              <textarea rows={6} value={draft.default_acl_tokens} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, default_acl_tokens: event.target.value })} />
+            </FormField>
+            <FormField label="GenericInterface routes" hint="JSON object; deployment-defined relative paths and methods plus optional absolute browser-link template.">
+              <textarea rows={14} value={draft.routes} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, routes: event.target.value })} />
+            </FormField>
+            <FormField label="Queue mappings" hint="JSON array; inclusion, target queue ref, visibility, and ACL tokens.">
+              <textarea rows={14} value={draft.queue_mappings} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, queue_mappings: event.target.value })} />
+            </FormField>
+            <FormField label="Dynamic-field mappings" hint="JSON array; source name, governed target name, inclusion, and value type.">
+              <textarea rows={14} value={draft.dynamic_field_mappings} disabled={!canAdmin || busy} onChange={(event) => setDraft({ ...draft, dynamic_field_mappings: event.target.value })} />
+            </FormField>
+          </FormGrid>
+          <p className="muted">Capabilities: {selected.capabilities.length ? selected.capabilities.join(", ") : "run discovery"}</p>
+          <p className="muted">Last high-watermark: {selected.last_high_watermark ?? "none"} · credential reference: {selected.credential_reference_present ? "configured" : "not configured"}</p>
+        </Card>
+
+        <Card title="Synchronized external tickets">
+          <SelectionList variant="static" label="Synchronized external service-desk tickets">
+            {objects.slice(0, 100).map((item) => <SelectionListItem key={item.id}>
+              <SelectionListItemContent title={`${item.external_ticket_number ? `${item.external_ticket_number}: ` : ""}${item.title}`} description={`${item.status} · revision ${item.source_revision} · ${item.visibility}`} />
+              {item.canonical_url ? <a href={item.canonical_url} target="_blank" rel="noreferrer">Open source</a> : null}
+              <Button variant="secondary" onClick={() => openTicketUpdate(item)} disabled={!canUpdate || busy || dirty || selected.source_authority_mode !== "governed_sync" || !selected.capabilities.includes("publish") || item.status === "deleted"}>Update</Button>
+            </SelectionListItem>)}
+            {!objects.length ? <StatePanel size="compact" description="No synchronized tickets. Run discovery and a full synchronization." /> : null}
+          </SelectionList>
+        </Card>
+
+        <Card title="Synchronization and mutation evidence">
+          <SelectionList variant="static" label="Service-desk connector runs">
+            {runs.map((run) => <SelectionListItem key={run.id}>
+              <SelectionListItemContent title={`${run.mode.replaceAll("_", " ")} · ${run.status}`} description={`${formatDateTime(run.started_at)} · ${effectTotal(run)} effects · ${run.diagnostics.length} diagnostics`} />
+              <StatusBadge status={run.status} />
+            </SelectionListItem>)}
+            {!runs.length ? <StatePanel size="compact" description="No service-desk connector runs have been recorded." /> : null}
+          </SelectionList>
+        </Card>
+      </div>}
+    </WorkspaceLayout>
+
+    <Dialog open={createOpen} title="Create external service-desk profile" onClose={() => !busy && setCreateOpen(false)} closeDisabled={busy} footer={<>
+      <Button onClick={() => setCreateOpen(false)} disabled={busy}>Cancel</Button>
+      <Button variant="primary" onClick={() => void createProfile()} disabled={busy || !configurationId.trim()}>Create profile</Button>
+    </>}>
+      <FormGrid columns={2} collapseAt="standard" className="">
+        <FormField label="Governed configuration id" hint="Select an active Znuny/OTRS GenericInterface REST configuration from Connector governance.">
+          <input value={configurationId} disabled={busy} onChange={(event) => setConfigurationId(event.target.value)} />
+        </FormField>
+        <FormField label="Integration mode"><select value={newDraft.integration_mode} disabled={busy} onChange={(event) => setNewDraft(withMode(newDraft, event.target.value as ProfileDraft["integration_mode"]))}><option value="link">Link</option><option value="import">Import snapshot</option><option value="synchronize">Synchronize</option></select></FormField>
+        <FormField label="Desired maturity"><select value={newDraft.desired_maturity} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, desired_maturity: event.target.value as ProfileDraft["desired_maturity"] })}>{maturityOptions(newDraft.integration_mode).map((value) => <option key={value} value={value}>{value}</option>)}</select></FormField>
+        <FormField label="Source authority"><select value={newDraft.source_authority_mode} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, source_authority_mode: event.target.value as ProfileDraft["source_authority_mode"] })}>{authorityOptions(newDraft.integration_mode).map(([value, label]) => <option key={value} value={value}>{label}</option>)}</select></FormField>
+        <FormField label="Fallback visibility"><select value={newDraft.default_visibility} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, default_visibility: event.target.value as ProfileDraft["default_visibility"] })}><option value="restricted">Restricted</option><option value="tenant">Tenant</option></select></FormField>
+        <FormField label="Fallback ACL tokens"><textarea rows={5} value={newDraft.default_acl_tokens} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, default_acl_tokens: event.target.value })} /></FormField>
+        <FormField label="GenericInterface routes"><textarea rows={12} value={newDraft.routes} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, routes: event.target.value })} /></FormField>
+        <FormField label="Queue mappings"><textarea rows={12} value={newDraft.queue_mappings} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, queue_mappings: event.target.value })} /></FormField>
+        <FormField label="Dynamic-field mappings"><textarea rows={12} value={newDraft.dynamic_field_mappings} disabled={busy} onChange={(event) => setNewDraft({ ...newDraft, dynamic_field_mappings: event.target.value })} /></FormField>
+      </FormGrid>
+    </Dialog>
+
+    <Dialog open={updateOpen} title="Update external ticket" onClose={() => !busy && setUpdateOpen(false)} closeDisabled={busy} footer={<>
+      <Button onClick={() => setUpdateOpen(false)} disabled={busy}>Cancel</Button>
+      <Button variant="primary" onClick={() => void submitTicketUpdate()} disabled={busy || !selectedObject}>Submit revision-checked update</Button>
+    </>}>
+      <p className="muted">This is an external effect. Empty fields remain unchanged; an unknown result blocks blind retry and requires provider reconciliation.</p>
+      <p><strong>{selectedObject?.external_ticket_number}</strong> {selectedObject?.title}<br /><span className="muted">Expected provider revision: {selectedObject?.source_revision}</span></p>
+      <FormGrid columns={2} collapseAt="standard" className="">
+        <FormField label="Title"><input value={updateTitle} disabled={busy} onChange={(event) => setUpdateTitle(event.target.value)} /></FormField>
+        <FormField label="Queue"><input value={updateQueue} disabled={busy} onChange={(event) => setUpdateQueue(event.target.value)} /></FormField>
+        <FormField label="State"><input value={updateState} disabled={busy} onChange={(event) => setUpdateState(event.target.value)} /></FormField>
+        <FormField label="Priority"><input value={updatePriority} disabled={busy} onChange={(event) => setUpdatePriority(event.target.value)} /></FormField>
+        <FormField label="Owner"><input value={updateOwner} disabled={busy} onChange={(event) => setUpdateOwner(event.target.value)} /></FormField>
+        <FormField label="Responsible"><input value={updateResponsible} disabled={busy} onChange={(event) => setUpdateResponsible(event.target.value)} /></FormField>
+        <FormField label="Governed dynamic fields" hint="JSON object keyed by configured target name."><textarea rows={8} value={updateDynamicFields} disabled={busy} onChange={(event) => setUpdateDynamicFields(event.target.value)} /></FormField>
+      </FormGrid>
+    </Dialog>
+  </AdminPageLayout>;
+}
+
+function draftFromProfile(profile: ServiceDeskProfile): ProfileDraft {
+  return {
+    status: profile.status,
+    integration_mode: profile.integration_mode,
+    desired_maturity: profile.desired_maturity,
+    source_authority_mode: profile.source_authority_mode,
+    default_visibility: profile.default_visibility,
+    default_acl_tokens: profile.default_acl_tokens.join("\n"),
+    routes: JSON.stringify(profile.routes, null, 2),
+    queue_mappings: JSON.stringify(profile.queue_mappings, null, 2),
+    dynamic_field_mappings: JSON.stringify(profile.dynamic_field_mappings, null, 2)
+  };
+}
+
+function withMode(draft: ProfileDraft, mode: ProfileDraft["integration_mode"]): ProfileDraft {
+  if (mode === "link") return { ...draft, integration_mode: mode, desired_maturity: "link", source_authority_mode: "linked_reference" };
+  if (mode === "import") return { ...draft, integration_mode: mode, desired_maturity: "read", source_authority_mode: "external_mirror" };
+  return { ...draft, integration_mode: mode, desired_maturity: "synchronize", source_authority_mode: "external_authoritative" };
+}
+
+function maturityOptions(mode: ProfileDraft["integration_mode"]): ProfileDraft["desired_maturity"][] {
+  if (mode === "link") return ["link", "search"];
+  if (mode === "import") return ["read"];
+  return ["synchronize"];
+}
+
+function authorityOptions(mode: ProfileDraft["integration_mode"]): Array<[ProfileDraft["source_authority_mode"], string]> {
+  if (mode === "link") return [["linked_reference", "Linked reference"]];
+  if (mode === "import") return [["external_authoritative", "External authoritative"], ["external_mirror", "External mirror"]];
+  return [["external_authoritative", "External authoritative"], ["governed_sync", "Governed sync"]];
+}
+
+function draftKey(draft: ProfileDraft): string {
+  return JSON.stringify({
+    ...draft,
+    default_acl_tokens: lines(draft.default_acl_tokens),
+    routes: normalizeJson(draft.routes),
+    queue_mappings: normalizeJson(draft.queue_mappings),
+    dynamic_field_mappings: normalizeJson(draft.dynamic_field_mappings)
+  });
+}
+
+function lines(value: string): string[] {
+  return [...new Set(value.split(/\r?\n/).map((item) => item.trim()).filter(Boolean))];
+}
+
+function normalizeJson(value: string): unknown {
+  try { return JSON.parse(value); } catch { return value.trim(); }
+}
+
+function parseArray(value: string, label: string): unknown[] {
+  const parsed: unknown = JSON.parse(value);
+  if (!Array.isArray(parsed)) throw new Error(`${label} must be a JSON array.`);
+  return parsed;
+}
+
+function parseObject(value: string, label: string): Record<string, unknown> {
+  const parsed: unknown = JSON.parse(value);
+  if (!parsed || Array.isArray(parsed) || typeof parsed !== "object") throw new Error(`${label} must be a JSON object.`);
+  return parsed as Record<string, unknown>;
+}
+
+function compact(values: Record<string, string>): Record<string, string> {
+  return Object.fromEntries(Object.entries(values).map(([key, value]) => [key, value.trim()]).filter(([, value]) => value));
+}
+
+function effectTotal(run: ServiceDeskRun): number {
+  return Object.values(run.counts).reduce((total, value) => total + Number(value || 0), 0);
+}
+
+function errorMessage(error: unknown): string {
+  return error instanceof Error ? error.message : String(error);
+}

webui/src/module.ts

@@ -11,6 +11,9 @@ const ConnectorGovernancePage = lazy(
 const ExternalKnowledgePage = lazy(
   () => import("./features/ExternalKnowledgePage")
 );
+const ExternalServiceDeskPage = lazy(
+  () => import("./features/ExternalServiceDeskPage")
+);
 
 const readScopes = [
   "connectors:source:read",
@@ -20,6 +23,10 @@ const knowledgeReadScopes = [
   "connectors:knowledge:read",
   "connectors:knowledge:admin"
 ];
+const serviceDeskReadScopes = [
+  "connectors:service_desk:read",
+  "connectors:service_desk:admin"
+];
 
 const adminSections: AdminSectionsUiCapability = {
   sections: [
@@ -46,6 +53,18 @@ const adminSections: AdminSectionsUiCapability = {
       anyOf: knowledgeReadScopes,
       render: ({ settings, auth }) =>
         createElement(ExternalKnowledgePage, { settings, auth })
+    },
+    {
+      id: "connector-external-service-desk",
+      moduleId: "connectors",
+      kind: "management",
+      surfaceId: "connectors.admin.external-service-desk",
+      label: "External service desk",
+      group: "SYSTEM",
+      order: 47,
+      anyOf: serviceDeskReadScopes,
+      render: ({ settings, auth }) =>
+        createElement(ExternalServiceDeskPage, { settings, auth })
     }
   ]
 };
@@ -53,9 +72,9 @@ const adminSections: AdminSectionsUiCapability = {
 export const connectorsModule: PlatformWebModule = {
   id: "connectors",
   label: "Connectors",
-  version: "0.1.21",
+  version: "0.1.23",
   dependencies: [],
-  optionalDependencies: ["access", "audit", "policy", "ops", "search", "wiki"],
+  optionalDependencies: ["access", "audit", "policy", "ops", "search", "wiki", "tickets", "helpdesk", "cases"],
   viewSurfaces: [
     {
       id: "connectors.admin.governed-configurations",
@@ -79,6 +98,14 @@ export const connectorsModule: PlatformWebModule = {
       label: "External knowledge",
       parentId: "connectors.admin.governed-configurations",
       order: 30
+    },
+    {
+      id: "connectors.admin.external-service-desk",
+      moduleId: "connectors",
+      kind: "section",
+      label: "External service desk",
+      parentId: "connectors.admin.governed-configurations",
+      order: 40
     }
   ],
   uiCapabilities: {

webui/tests/connector-governance-ui-structure.test.mjs

@@ -6,6 +6,8 @@ const page = readFileSync("src/features/ConnectorGovernancePage.tsx", "utf8");
 const api = readFileSync("src/api/governedConnectors.ts", "utf8");
 const knowledgePage = readFileSync("src/features/ExternalKnowledgePage.tsx", "utf8");
 const knowledgeApi = readFileSync("src/api/externalKnowledge.ts", "utf8");
+const serviceDeskPage = readFileSync("src/features/ExternalServiceDeskPage.tsx", "utf8");
+const serviceDeskApi = readFileSync("src/api/externalServiceDesk.ts", "utf8");
 
 assert.match(moduleSource, /"admin.sections": adminSections/);
 assert.match(moduleSource, /connectors\.admin\.governed-configurations/);
@@ -36,5 +38,19 @@ assert.match(knowledgePage, /outcome is unknown/);
 assert.match(knowledgeApi, /\/knowledge/);
 assert.match(knowledgeApi, /migration-dry-runs/);
 assert.match(knowledgeApi, /\/publish/);
+assert.match(moduleSource, /connectors\.admin\.external-service-desk/);
+assert.match(serviceDeskPage, /<AdminPageLayout/);
+assert.match(serviceDeskPage, /<PageActionBar/);
+assert.match(serviceDeskPage, /refreshable/);
+assert.match(serviceDeskPage, /saveAction=/);
+assert.match(serviceDeskPage, /useUnsavedDraftGuard/);
+assert.match(serviceDeskPage, /<WorkspaceLayout/);
+assert.match(serviceDeskPage, /Restart full sync/);
+assert.match(serviceDeskPage, /Submit revision-checked update/);
+assert.match(serviceDeskPage, /outcome is unknown/);
+assert.match(serviceDeskApi, /\/service-desk/);
+assert.match(serviceDeskApi, /\/discover/);
+assert.match(serviceDeskApi, /\/sync/);
+assert.match(serviceDeskApi, /\/update/);
 
 console.log("Connector governance UI structural contract passed.");