Problem
A field does not fill in, or a feature you expect is not available.
Cause
These things are not part of the integration or the SCIM schema:
| You want | Answer | What to do instead |
|---|---|---|
| Two-way sync | Not supported. Data flows one way, from your identity provider to Freshservice. | Make changes in Microsoft Entra ID or Okta. |
| A separate Display Name | Not supported. The name is built from First Name and Last Name. | Change givenName and familyName in Microsoft Entra ID, or use an expression. |
| Profile pictures | Not supported. SCIM does not carry binary data. | Add pictures in Freshservice. |
| Groups | Not supported. Groups show as "skipped" with EntityTypeNotSupported. Members are provisioned. | Manage groups in Freshservice. |
| More than one department per user | Not supported. Department holds one value. | Store extra data in a custom user field. |
| VIP field | Not supported. It is not in the SCIM schema. | Set it in Freshservice. |
| IT Agent or Business Agent type | Not set through SCIM. It is managed inside Freshservice. | Set it in Freshservice. |
| Shared mailboxes | Not supported. Microsoft Entra ID provisions enabled accounts. | Create them in Freshservice. |
| Deactivation with the native Okta app | Not supported. | See Okta Provisioning for Freshservice: Common Fixes. |
| Pause sync for one user | No per-user pause. | See the steps below. |
Steps: pause sync for specific users
- Remove the users from the app's scope (unassign them or adjust the scope filter).
- Make your changes in Freshservice.
- Add the users back when you are ready.
Warning: removing a user from scope deactivates them in Freshservice unless you removed the active mapping. Check this first.
Sources
- KB: Users Deactivated in Freshservice: How to Find the Cause
- KB: Okta Provisioning for Freshservice: Common Fixes