Problem

You want Freshservice to show the user's department from Microsoft Entra ID, or the department lands in the wrong field.

Steps

  1. Go to Enterprise applications > Freshservice Provisioning > Provisioning > Mappings > Provision Microsoft Entra ID Users.
  2. Map the source department to the target urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:department.
  3. Run Provision on demand for one user.

Good to know

  • The integration does not create departments. It only links the user to a department that already exists in Freshservice (Admin > Departments).
  • The department name must match exactly, including capital letters. A name that does not match makes provisioning fail.
  • If department fills another field (for example Division), restore the default department mapping.
  • To stop syncing departments, see How to Stop Syncing Departments.

Sources

  • KB: How to Stop Syncing Departments
  • KB: Invalid Field Values: Dropdown, Mandatory Field and Data Type Errors