Merge SCCM user and probe active directory user

  • 4 November 2021
  • 1 reply

Userlevel 1
Badge +2

Hi everyone

I’m new to Freshservice, and I’m trying out some features. I installed the SCCM and the domain probe. Unfortunately I had first started the SCCM sync which has imported the users. A day later, I have discovered the domain probe and started the sync. Now the user are not merged.


I have a user called John Appleseed. He was synced via SCCM and later via domain. When I check his entry, I only have his name and the email address.

A different user Heidi Smith dosn’t have a device therfor no SCCM sync but a domain sync. From her, I have the name, department, position, email address, supervisor…

What can I do or how can I fix this?

Thank you all for your help.

Best Regards,




Best answer by viswanatha.mehta 24 November 2021, 17:23

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1 reply

Userlevel 3
Badge +3

Hi Alephtaph,
Welcome to the Freshworks Family :) 

Freshservice uses email addresses as unique identifiers for users and will merge/update users if the email addresses match. 
A quick pointer: Once a probe has been installed as an SCCM sync, we cannot switch it to an AD sync. 

In your example, were two users created for John Appleseed (with different email addresses)? 

If not, could you please reach out to with your Probe DB & log files (C:\Program Files (x86)\Freshworks\FreshServiceProbe) and we will sort this out for you.