Question

Secondary Email Mapping

  • 21 October 2022
  • 6 replies
  • 343 views

Userlevel 1
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I’ve seen a couple of forum threads through searching, but have not been able to find resolution.  We have a different UPN than we do primary SMTP address.  As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address.  So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.

When they email into the support address, it will create another account for them using the primary SMTP address.  I know that I can merge these, but it’s rather cumbersome.  The other option I see is to manually add the secondary email address.  Is there a way that I can automate this via mapping attributes or otherwise?  I don’t want to have to remember to do this for each new user.


6 replies

Userlevel 7
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Hello, 

 

Add the SMTP to the secondary e-mail in the SCIM integration? 
 

I’ve just battled with this for an hour, so thought I’d share the answer!

 

Go into ‘Edit Attribute list’

Create a new String value

urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:_secondaryEmail

 

You can then map this to the ‘mail’ field in AzureAD

 

This will then pull the users primaryemail field (separate to username)

Userlevel 1
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Will this work for agents, or just requestors (there’s a secondary email field for requestors, but doesn’t appear to be one, at least visible, for agents?)

Userlevel 7
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I have a customer who has their SSO/Octa bound to there samaccount@domain and all primary e-mail is set to secondary for requesters. For agents they have 2 accounts, agent with samaccount and one with primary e-mail. 

Userlevel 7
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So the agents have a licensed agent account and regular requestor account, or do the agents have two licences (seems unlikely as very inefficient!)

If they have two accounts, do they not find this frustrating and difficult to work with, especially if sending an email and it ends up on another account, possibly as an entirely new ticket?

You only have the license for the agent. The secondary account is a normal requester. 
We told them it’s a bad way to do it. We setup a automation that checks if the requester is a agent also(custom field) we change the requester to the agent account as well using meta data set on the requester.  

Best wold be if agents could have a secondary e-mail as well. Check the Idea section of the form, if you can’t find a post for this make one :) 

Userlevel 1
Badge +2

So the agents have a licensed agent account and regular requestor account, or do the agents have two licences (seems unlikely as very inefficient!)

If they have two accounts, do they not find this frustrating and difficult to work with, especially if sending an email and it ends up on another account, possibly as an entirely new ticket?

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