This guide shows how to map attributes from Microsoft Entra ID to Freshservice. Microsoft's own guide: Azure SCIM Provisioning - Freshservice.
Open the mapping settings
- Sign in to the Microsoft Entra admin center.
- Go to Enterprise applications > Freshservice Provisioning > Provisioning.
- Under Mappings, click Provision Microsoft Entra ID Users.
- Click Add New Mapping to change a mapping, or Show advanced options > Edit attribute list for Freshservice to add a custom attribute.
Common mappings
| Microsoft Entra ID attribute | Freshservice target attribute | Notes |
|---|---|---|
| userPrincipalName | userName | Only matching attribute. Keep the externalId mapping. |
| emails[type eq "work"].value | Recommended to ensure uniqueness. | |
| givenName | name.givenName | First name. Mandatory. Must not be empty. |
| surname | name.familyName | Last name |
| jobTitle | title | Optional |
| department | urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:department | Must match a Freshservice department exactly |
| physicalDeliveryOfficeName | urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:_location | Location must already exist in Freshservice. Underscore required. |
| preferredLanguage | locale | Use a supported language code, for example en, fr, de. fr-FR and de-DE are not valid. |
| Expression (see the timezone article) | timezone | Use a Freshservice timezone name |
Expression IIF([mail]=[userPrincipalName],"",[mail]) | urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:_secondaryEmail | Optional. Stops the primary email being sent as the secondary email. |
| manager | urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:manager | Type Reference. The manager must exist in Freshservice. |
| Constant (true or false) | urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:isAgent | true makes the user an agent and uses an agent licence. Do not set true for requesters. |
Mapping custom fields
- Click Edit attribute list for Freshservice.
- Add an attribute named
urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:<custom_field_key>. - Choose the type that matches the Freshservice field (a text field for
employee_id, because Entra ID always sends it as a string). Save. - Back on the mapping page, click Add New Mapping, choose the source attribute and set the target to the new attribute. Save.
Find the field keys in Freshservice Admin > Apps > Azure Active Directory provisioning (SCIM) > Settings, in the table below the OAuth token.
Important
- Use valid values: dates as
YYYY-MM-DD, languages from the supported list. - Microsoft Entra ID does not send empty values, so a field is not cleared. To clear a value (for example the manager), remove the mapping.
- If duplicate users appear, check that
userNameis mapped consistently and that theexternalIdmapping is still there.
Need help?
For complex problems or help reading logs, contact support at support@effy.co.in.