Steps

  1. Go to Enterprise applications > Freshservice Provisioning > Provisioning > Settings.
  2. Set Scope:
    • Sync all users and groups - the simplest option.
    • Sync only assigned users and groups - for a subset. Add the users or groups under Users and groups.
  3. Save.

Groups are not created in Freshservice. Only the members of an assigned group are provisioned.

If provisioning looks stuck

Go to the Provisioning tab and choose Restart provisioning. This sends all users again and keeps automatic provisioning running.

If a user shows "not effectively entitled" or "not assigned", see Not Effectively Entitled or Not Assigned.

Sources

  • KB: Not Effectively Entitled or Not Assigned
  • KB: Microsoft Entra ID Provisioning Does Not Work: What to Check