Skip to main content
Answer

Change "master"-field for users

  • January 11, 2024
  • 6 replies
  • 40 views
T
Contributor
Forum|alt.badge.img+1

We have several company-names/domains in the company.

When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.

Is there a way to change the “master”-field from email to samaccountname?

Best answer by zachary.king

Hello @Tom Hansen, unfortunately those of us that have an organization that allows for multiple email domains, changing of domains, and employees moving across domains, it can cause a real mess in freshservice. If you have a business system, outside of Azure or Active Directory, that is your single source of truth for user data then it requires some heavy lifting to properly manage requester and department data. We have such a system and I had to build an application the sits between our Business System and Freshservice. It’s job is to take creation of employee records, changes to employee records, new location records , and updates to location records from the Business System, and create, update, or delete freshservice requester and department data using the Freshservice API.

zachary.king

6 replies

Daniel Söderlund
Top Contributor ⭐
Forum|alt.badge.img+14

We have several company-names/domains in the company.

When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.

Is there a way to change the “master”-field from email to samaccountname?

How do you sync user to freshservice?

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
zachary.king
Top Contributor ⭐
Forum|alt.badge.img+16
  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
  • Answer
  • January 11, 2024

Hello @Tom Hansen, unfortunately those of us that have an organization that allows for multiple email domains, changing of domains, and employees moving across domains, it can cause a real mess in freshservice. If you have a business system, outside of Azure or Active Directory, that is your single source of truth for user data then it requires some heavy lifting to properly manage requester and department data. We have such a system and I had to build an application the sits between our Business System and Freshservice. It’s job is to take creation of employee records, changes to employee records, new location records , and updates to location records from the Business System, and create, update, or delete freshservice requester and department data using the Freshservice API.

- Zach / ITOps Supervisor - ITSM
T
Contributor
Forum|alt.badge.img+1
  • Tom Hansen
  • Author
  • Contributor
  • January 11, 2024

We have several company-names/domains in the company.

When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.

Is there a way to change the “master”-field from email to samaccountname?

How do you sync user to freshservice?

Hi Daniel

We sync via AAD/Freshservice Provisioning and I can get the info I need, but I cant make it the “Master”-field for a user

T
Contributor
Forum|alt.badge.img+1
  • Tom Hansen
  • Author
  • Contributor
  • January 11, 2024

Hi @zachary.king 

Thank you for replying.
As I understand it, I would have to create an app, that controls the userdata flowing into Freshservice?
I’m gonna put a pin in for now and see if it gets any worse, before diving it to at the deep end :-) 

zachary.king
AlyssaRank
Daniel Söderlund
Top Contributor ⭐
Forum|alt.badge.img+14

We have several company-names/domains in the company.

When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.

Is there a way to change the “master”-field from email to samaccountname?

How do you sync user to freshservice?

Hi Daniel

We sync via AAD/Freshservice Provisioning and I can get the info I need, but I cant make it the “Master”-field for a user

I have seen that the Freshservice probe can handle e-mail change.
I have a customer that have set the SAMaccount e-mail as primary e-mail and the secondery  as the UPN

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
AlyssaRank
zachary.king
Top Contributor ⭐
Forum|alt.badge.img+16
  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
  • January 11, 2024

Hi @zachary.king 

Thank you for replying.
As I understand it, I would have to create an app, that controls the userdata flowing into Freshservice?
I’m gonna put a pin in for now and see if it gets any worse, before diving it to at the deep end :-) 

For those that use AAD or AD to handle user data are in a good spot because the Freshservice Provisioning App from the market place would do a good job of managing that data.

We, unfortunately, have a level of complexity that prevents that so we had to develop a custom solution. We also built a CLI utility for our freshservice administrators, where they can update data on a routine basis if necessary. A lot of overhead just to manage requester records, and not a viable option for many I am sure.

Best of luck!

- Zach / ITOps Supervisor - ITSM
T
Terms of UseAccessibility statement