Problem

Users do not appear in Freshservice, or automatic provisioning does not run.

Steps

  1. Go to Enterprise applications > Freshservice Provisioning > Provisioning and click Test Connection. If it says "not authorized", the OAuth token has expired or the installer was not an Account Admin. See OAuth Token Expired or Not Authorized Error: How to Fix.
  2. Check that Provisioning Status is On.
  3. Choose Restart provisioning to resume a stalled job.
  4. Check the Scope. If it is "Sync only assigned users and groups", add users or groups under Users and groups. Also check scope filters.
  5. Check whether the job is in quarantine. If it is, fix the error first and then restart provisioning.
  6. Run Provision on demand for one user and read the result (see How to Test One User with Provision on Demand).

Sources

  • Microsoft: Freshservice provisioning tutorial - https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/freshservice-provisioning-tutorial
  • KB: How to Read Provisioning Logs and Find the Cause of an Error
  • KB: Sync All Users or Only Assigned Users