How it works

SCIM never deletes users in Freshservice. It deactivates them, and the user's ticket history stays. The deactivation is controlled by the active mapping (source Not([IsSoftDeleted]), target active). Only users that were first provisioned by SCIM are deactivated.

Microsoft Entra ID sends a deactivation when:

  1. The user is disabled or soft-deleted in Microsoft Entra ID.
  2. The user, or their group, is removed from the app under Users and groups.
  3. The scope changes from "Sync all users and groups" to "Sync only assigned users and groups", or a scope filter no longer matches the user.

A permanent (hard) delete in Microsoft Entra ID sends no request. The user stays active in Freshservice until you deactivate them by hand.

If an agent is reactivated

When SCIM reactivates an agent, Freshservice gives them the Occasional Agent role. Assign their original role again in Freshservice. Until then, Occasional Agent day-pass limits apply.

Steps: stop SCIM from deactivating users

  1. Go to Enterprise applications > Freshservice Provisioning > Provisioning > Mappings > Provision Microsoft Entra ID Users.
  2. Find the row with Target Attribute active.
  3. Click Delete (or clear the Enabled box) and save.
  4. Restart provisioning.

After this, you must deactivate leavers by hand in Freshservice.

Sources

  • KB: Users Deactivated in Freshservice: How to Find the Cause
  • KB: Entra ID Deactivation: Why the Email Has a Hash in Front