Problem

Location stays empty in Freshservice, or provisioning fails with an invalid_field error on location.

Cause

Location is a system field. It is not in the default attribute list, so you must add it by hand. The name must start with an underscore. location, Location and location_id are all rejected.

Steps

  1. Go to Enterprise applications > Freshservice Provisioning > Provisioning > Mappings > Provision Microsoft Entra ID Users.
  2. Click Show advanced options > Edit attribute list for Freshservice.
  3. Add an attribute named urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:_location with type String. If a wrong location attribute already exists, delete it and its mapping first.
  4. Save and return to the mapping page. Click Add New Mapping.
  5. Source: physicalDeliveryOfficeName (or the attribute that holds your location). Target: _location.
  6. Save and run Provision on demand for one user.

If Location is still empty

  • The value must exactly match an existing location name in Freshservice (Admin > Locations), including capital letters.
  • Check for a space at the end of the attribute name or of the value.
  • Do not use Location as a matching attribute. userName is the only matching attribute.

Sources

  • KB: Mapping Custom Fields from Microsoft Entra ID to Freshservice
  • KB: How to Test One User with Provision on Demand