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Freshservice Provisioning & Deprovisioning

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Freshservice User Provisioning allows to create account in a simplified way and link Freshservice users' account to their existing or new apps. Freshservice Provisioning automates user provisioning with their identities.

Provisioning saves time when setting up new users and teams, and also manages access privileges through the user lifecycle. miniOrange can create, read, and update user accounts for new or existing users, remove accounts for deactivated users, and synchronize attributes across multiple user stores.

Deprovisioning means deleting a user and removing their access from multiple applications and network systems at once. Deprovisioning action is triggered when an employee leaves a company or changes roles within the organization

The deprovisioning features increase your organization's security profile by removing access to sensitive applications and content from people who leave your organization.

Provisioning & Deprovisioning Scenarios

miniOrange provides solutions for all scenarios of provisioning, which includes AD Integration, LDAP Integration and automated provisioning for all External Applications such as Office 365, Google Workspace, Freshservice, etc

Follow the step-by-step Guide given below to setup Freshservice Provisioning

1. Setup Provisioning in Freshservice

To install miniOrange Provisioning (SCIM) application from the App Marketplace in Freshservice :

• Go to Admin > Apps > and search for MiniOrange Provisioning (SCIM)







• Click on Install
• Enter your Freshservice domain and API Key and click ‘Configure’
• Freshservice domain looks like : {companyName}.freshservice.com and can be seen in the url address bar
• To get API key, go to profile settings and copy the API Key






• SCIM Url and a Bearer Token is generated if the Freshservice domain and API key are validated successfully.
• Copy them and paste somewhere (they will be used in step 2) and click install.





• Navigate to minOrange portal and login into miniOrange Admin Console.
• Click on Apps. It shows a list of all configured applications and option to modify them. Click on Add Application.



• Under Choose Application, select Provisioning from the All Apps dropdown.



• Select Freshservice Sync application.



• Enter the SCIM Url and Bearer token, that was copied in the previous step, in their respective fields.
• Enable required provisioning features from the "ENABLE PROVISIONING FEATURES" section, while configuring the application.
• Target attributes are the attributes on Freshservice side which, for default attributes, are mapped to DEFAULT USER PROFILE ATTRIBUTES in miniOrange



• Click Save.


• Go to Groups > Manage Groups and create a new Group for provisioning of users in Freshservice. You can find the steps here.
• Go to Users > User List and create new users. Add created and/or existing users in the Group created before.

2. Create App Policy

• Go to Policies >> App Login Policy from the side menu.
• Click on the Add Policy tab to add a new policy.



• For the application field, select the application which you created in the above steps.
• For the group field, select the group for which provisioning is to be enabled or simply select the DEFAULT group if provisioning is to be done for all users.
• Provide the policy name. For the login method, select password and click Save.
• Your configuration is now complete.
• Now on assigning user to the group would automatically provisioning the user. However group assignment is not required if it is DEFAULT group.

• Go back to Freshservice
• Navigate to Admin > Requesters.



• You should be able to see the provisioned users here.

3. Configure Custom attribute mapping

• Following is the customer attribute mapping configuration table

Default/Custom	miniOrange Attributes	Description
DEFAULT USER PROFILE ATTRIBUTE	name.givenName	First Name
DEFAULT USER PROFILE ATTRIBUTE	name.familyName	Last Name
DEFAULT USER PROFILE ATTRIBUTE	emails[type eq “work”].value	E-Mail Address
DEFAULT USER PROFILE ATTRIBUTE	userName	E-Mail Address
DEFAULT USER PROFILE ATTRIBUTE	displayName	Full Name
DEFAULT USER PROFILE ATTRIBUTE	active	Active
DEFAULT USER PROFILE ATTRIBUTE	externalId	GUID
CUSTOM USER PROFILE ATTRIBUTE	emails[type eq “other”].value	Alternate Email
CUSTOM USER PROFILE ATTRIBUTE	phoneNumbers[type eq “work”].value	Work Phone
DEFAULT USER PROFILE ATTRIBUTE	phoneNumbers[type eq “mobile”].value	Phone Number
CUSTOM USER PROFILE ATTRIBUTE	urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:manager	Manager
CUSTOM USER PROFILE ATTRIBUTE	urn:ietf:params:scim:schemas:extension:enterprise:2.0:User:department	Department
CUSTOM USER PROFILE ATTRIBUTE	addresses[type eq “work”].formatted	Address
CUSTOM USER PROFILE ATTRIBUTE	title	Title
CUSTOM USER PROFILE ATTRIBUTE	timezone	Timezone
CUSTOM USER PROFILE ATTRIBUTE	locale	Locale (has to be language code Ex : en for English)

• Custom attributes in miniOrange have to be first added as User Profile Fields (go to Users > User Profile Attributes) and then their values can be added for each user (User > User List > Edit Users). You can find the steps for that Here
• Username will always be provisioned as email irrespective of the configuration in miniorange.

4. Add Users

• Go to Users > Add User.
• Enter the Users Details and the user will be created.

5. Update Users

• To update user profile, Go to Users >> User List.
• Select a particular user and in Actions dropdown select Edit.



• Fill out user updated information and click on Save button.

6. Delete Users

• To delete user, Go to Users >> User List.
• Select a particular user and in Actions dropdown select Delete.



• A pop up will appear in which click on Yes button.

External References

• What is User & Group Provisioning?
• Freshworks Single Sign-On SSO
• Freshservice Single Sign-On SSO