Problem

New users fail during provisioning while updates to existing users succeed. Some users may also fail with one of the following errors:

  • invalid_value — "It should be one of these values..."

  • missing_field — "This field cannot be empty"

  • datatype_mismatch

Cause

The attribute mapping may be correct, but the value or data type Microsoft Entra ID sends does not match what Freshservice accepts.

Steps

1. Dropdown Value Does Not Match

Freshservice dropdown fields, such as Department and Company, accept only values that exactly match the available options. Matching is case-sensitive.

Choose one of the following solutions:

  1. Update the Microsoft Entra ID source value or expression to match an existing Freshservice dropdown option exactly.

  2. Add the missing value under Admin > User Management > User Fields.

  3. If a dropdown is not required, recreate the field as a text field. Deleting a field also deletes its existing values, so export the data before proceeding.

2. Employee ID Field Type Mismatch

Microsoft Entra ID sends employee_id as a string, so the corresponding Freshservice field must be a text field.

Freshservice does not allow changing a field's type in place. To resolve this:

  1. Export the existing field data.

  2. Delete the existing field.

  3. Recreate the field as a text field.

  4. Verify the attribute mapping in Microsoft Entra ID.

  5. Run Provision on demand for an affected user.

3. Mandatory Field Is Empty

If a field is mandatory in Freshservice, every user being provisioned must have a value for that field.

To resolve this, either:

  • Ensure the corresponding source attribute in Microsoft Entra ID contains a value for every user.

  • Make the field optional under Admin > User Management > User Fields, if it is not required.

Note: First Name is always mandatory in Freshservice and cannot be made optional.

4. Timezone Value Is Invalid

Freshservice does not accept IANA timezone names such as Asia/Dubai.

To resolve this, either:

  • Use a timezone name supported by Freshservice. Refer to the List of Time Zones Supported in Freshservice.

  • Remove the timezone attribute mapping if it is not required.

5. Language Value Is Invalid

Ensure the language attribute uses a supported language code.

For example:

  • Valid: fr, de

  • Invalid: fr-FR, de-DE

Use the supported language codes expected by Freshservice instead of regional language codes.

Validate the Changes

After making each change, run Provision on demand for one affected user to verify that provisioning succeeds.

Refer to How to Test One User with Provision on Demand for instructions.

Sources

  • Mapping Errors: Find the Fix by Error Message

  • How to Test One User with Provision on Demand