How to Sync the Notes Field in BoldDesk Using Microsoft Entra ID

This guide explains how to map and synchronize the BoldDesk Notes contact field using Microsoft Entra ID’s SCIM provisioning. Use this workflow when you want Entra ID user attributes—such as job details, internal notes, or profile information—to automatically populate the Notes field inside BoldDesk.

If you have not yet configured SCIM provisioning, explore further instructions about Installing and Configuring The Microsoft Entra ID.

Understanding Notes Field Sync in BoldDesk

BoldDesk supports SCIM‑based user provisioning, allowing Microsoft Entra ID to push selected user profile attributes directly into BoldDesk fields. By adding the BoldDesk Notes SCIM attribute to your provisioning schema, you ensure that any approved Entra ID attribute is synchronized and updated during each provisioning cycle.

Syncing the Notes Field: Step‑by‑Step Setup

Follow the steps below inside Microsoft Entra ID to correctly map a user attribute to the BoldDesk Notes field.

1. Open the BoldDesk Provisioning Configuration

• In Microsoft Entra ID, navigate to:

• Enterprise Applications → BoldDesk → Provisioning

• Select Edit provisioning.

• Under Mappings, select Provision Microsoft Entra ID Users.

  
  
  

2. Access the User Attribute Mappings

• Scroll and click Show advanced options.

• Select Edit attribute list for BoldDesk app.

  
  
  

3. Add the BoldDesk Notes SCIM Attribute

• Scroll to the bottom of the Attribute List table.

• Add a new field using the BoldDesk SCIM schema extension for custom contact fields:
  urn:ietf:params:scim:schemas:extension:bolddeskContactCustomFields:2.0:User

• Set Attribute type to String.

• Leave all other fields blank.

  
  
  

• Click Save to return to the attribute mapping page. At the bottom of the Attribute Mappings table, click Add New Mapping.

  
  
  

7. In the Edit Attribute form, enter the following information:
   1. Mapping type: Direct
   2. Source attribute: Choose the Microsoft Entra ID user attribute to be mapped to the BoldDesk notes field, e.g., companyName.
   3. Default value: Leave blank.
   4. Target attribute: Select the attribute created in step 6.
   5. Match objects using this attribute: No
   6. Apply this mapping: Always.

   
   
   

8. Save the new attribute and confirm to complete the attribute mapping.

FAQs

1. Does syncing the Notes field overwrite existing Notes content in BoldDesk?
   Yes. When SCIM provisioning updates the Notes field, it replaces the existing value with the attribute provided by Microsoft Entra ID.

2. How often does BoldDesk receive Notes updates through SCIM?
   Updates occur during each scheduled provisioning cycle based on your Entra ID provisioning interval settings. The default interval is 40 minutes.

3. Can multiple Entra ID attributes be combined into the BoldDesk Notes field?
   No. The SCIM mapping supports a one‑to‑one attribute connection. If combined values are needed, construct them through custom attributes in Entra ID before mapping.

4. Will disabling the mapping remove Notes content in BoldDesk?
   No. Disabling the mapping stops future updates but does not delete existing Notes data already synced into BoldDesk.

5. Can I map different Notes values for agents and contacts?
   Yes. BoldDesk supports separate SCIM schemas for contacts and agents, allowing distinct Notes mappings depending on your provisioning configuration.

6. Is the Notes field available in automation rules or ticket workflows?
   No. The Contact Notes field is not available as a condition, trigger, or action in BoldDesk automation rules or ticket workflows.

Related Articles

• Installing and Configuring The Microsoft Entra ID
• Setup user provisioning with Microsoft Entra ID
• Sync custom fields from The Microsoft Entra ID
• Frequently Asked Questions for Microsoft Entra ID