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End user custom fields not updated when end user is created using Azure AD Provisioning



Posted Oct 31, 2023

Hello,

We are creating our end user using Azure Entra Id (Azure AD) provisioning. In addition to the standard fields, our end users in Zendesk have two customs fields [type] and [office_location] which are populated by  Azure Entra Id. We have noticed that when the end user is provisioned/created into Zendesk, the custom fields are not systematically populated. After creation, if the same end user is updated, the custom fields get populated. In the Azure Entra provisioning log, the custom fields are populated. We need to use the custom fields to build some custom reports and because of this bug, the KPI's are wrong. Is there anything we can do, other than to provision on demand end user when the custom fields are missing?


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Mike DR

Zendesk Customer Care

Hi Regis!

Has the fields updated before? By any chance, was Microsoft able to provide any details or logs if they're seeing any errors causing the fields not to update?

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Same problem with us. Is there a solution in sight?

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Destiny

Zendesk Customer Care

Hello Christine,
 
Thank you for reaching out regarding the issue with custom fields not being populated during the initial provisioning of end users in Zendesk via Azure Entra ID.
 
Given the situation you've described, I recommend that you first check with Microsoft Support just like what my colleague Mike has suggested. They may be able to provide insights into the provisioning process and confirm if there are any known issues or additional configurations needed on the Azure side.
 
If Microsoft Support can provide logs or any relevant information that could help us understand the issue better, please feel free to share those details with us. We would be happy to assist you further from the Zendesk side once we have that information. You may reach out to us by following this guide Contacting Zendesk Support. Additionally, sharing the timestamps of the requests would be beneficial for our investigation.
 
Thank you and we look forward to hearing from you. 

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