Life lesson...
"The request was then extended to applying LDAP to the customer ticketing system"
if the Ticketing System was home-made, he should've asked the developer(s) on the best way to do it, if it was commercial (as it seems the case, since there was a documentation) he should've asked the company that made that thing and was also providing support (I assume somebody that run a "nation-sized" system does also pay for support for his wares).
So life lesson: ASK THE F*ING QUESTION before "assuming".