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Use this table to find the cause of a mapping error and fix it yourself. Problem Provisioning works for some users or fields and fails for others. The M...

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

Problem A custom field does not sync to Freshservice, or the field is missing in the Target Attribute list. Cause Microsoft Entra ID does not find Fre...

Problem Location stays empty in Freshservice, or provisioning fails with an invalid_field error on location. Cause Location is a system field. It is n...

Problem Provisioning fails on a date field, for example hire date. The error says the value must be a valid date in yyyy-mm-dd format. Cause Freshserv...

Problem You want Freshservice to show the user's department from Microsoft Entra ID, or the department lands in the wrong field. Steps Go to Ent...

Steps Go to Enterprise applications > Freshservice Provisioning > Edit attribute mappings. Under Mappings, select Provision Microsoft Entra ID U...

Problem The Reporting Manager field is empty in Freshservice, although the manager is set in Microsoft Entra ID. Cause The manager attribute is not ...

Problem You want to sync a second email address to Freshservice, or the sync fails when the primary and secondary email are the same. Cause Freshservi...

Problem Provisioning fails on timezone or language, or the values do not show in Freshservice. Cause Freshservice accepts only its own timezone names ...