Problem

The Reporting Manager field is empty in Freshservice, although the manager is set in Microsoft Entra ID.

Cause

  • The manager attribute is not set to type Reference.
  • The manager did not exist in Freshservice when the direct report was provisioned.

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. If the attribute urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:manager is missing, add it with:
    • Name: urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:manager
    • Type: Reference
    • Reference object: urn:ietf:params:scim:schemas:extension:enterprise:2.0:User
  4. Save the attribute list.
  5. On the mapping page, map Source manager to the Target attribute you just added. Save.
  6. Provision the manager first, then the direct report, with Provision on demand.

Good to know

  • The manager must already exist in Freshservice. If many users have no manager, provision the managers first and then choose Restart provisioning.
  • The manager must be set in Microsoft Entra ID. SCIM cannot send an empty value.
  • If a user was deactivated and reactivated, run Provision on demand to restore the manager.
  • Okta uses a different format. See Okta Provisioning for Freshservice: Common Fixes.

Sources

  • KB: Microsoft Entra ID SCIM Provisioning: Field Mapping Guide
  • KB: Okta Provisioning for Freshservice: Common Fixes