Synchronizing Users from Microsoft Entra ID to BoldDesk
This article describes how to configure Microsoft Entra ID provisioning scope so BoldDesk can synchronize users after completing the initial setup process in Microsoft Entra ID. Once you have finished the setup process, please follow the steps below to synchronize users from Microsoft Entra ID to BoldDesk.
Synchronizing All Users From Microsoft Entra ID
Follow the steps below;
- Select the option to Sync all users and groups in the Scope section of the Microsoft Entra Admin Portal.
On the BoldDesk configuration page, ensure that the option to ‘Sync users regardless of their role’ is chosen. If the roles attribute is not sent from Microsoft Entra ID, BoldDesk cannot perform role-based synchronization. In such cases, agent and contact roles must be managed directly within BoldDesk. This ensures user classification can still be maintained even without role information from Entra ID.
Synchronizing Only Assigned Users to the Application
Please follow the steps below;
- Select the option to Sync only assigned users and groups in the Scope section of the Microsoft Entra Admin Portal.
On the BoldDesk configuration page, ensure that the option to Sync only users of a specific role is chosen and enter the Role. To ensure user synchronization, the roles defined in BoldDesk must be matched with the role assigned to users within Microsoft Entra ID.
Adding a Custom App Role
- In Microsoft Entra Admin Portal, select App registrations in the left panel and go to the All applications tab.
- Click on BoldDesk application.
- In the left panel, select App roles and then click Create app role.
- Enter the required information and then Apply the changes.
Assigned Users with Custom Role to Application
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In application page, select Users and Groups in the left sidebar menu.
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Select Add User/Group, then click None Selected.
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Select the users and roles if you wish to synchronize only selected users.
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Select the groups and roles if you wish to synchronize all users in selected group.
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Click the Assign button.
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The list of assigned users will be displayed as depicted in the image below. Only those users who have been assigned to the application will be eligible for provisioning.
Microsoft Entra ID Synchronization and How Duplicate Users Are Prevented
When a Microsoft Entra ID integration is deleted and reconfigured, BoldDesk updates existing Contacts and Agents during synchronization instead of creating duplicate records. Administrators can configure synchronization to import all users or only users assigned to specific Microsoft Entra ID roles as Contacts, Agents, or both.
| Scenario | Configuration | Result |
|---|---|---|
| Integration reconfigured after deletion | Reconnect Microsoft Entra ID and run synchronization. | Existing Contacts and Agents are updated. Duplicate records are not created. |
| Sync all users as Contacts | Select Sync users, irrespective of role under Contact configuration. | All Microsoft Entra ID users are synchronized as Contacts. |
| Sync specific users as Contacts | Select Sync only users of a specific role under Contact configuration and choose the required role. | Only users assigned to the selected role are synchronized as Contacts. |
| Sync all users as Agents | Select Sync users, irrespective of role under Agent configuration. | All Microsoft Entra ID users are synchronized as Agents. |
| Sync specific users as Agents | Select Sync only users of a specific role under Agent configuration and choose the required role. | Only users assigned to the selected role are synchronized as Agents. |
| Sync users as both Agents and Contacts | Configure separate roles in both the Agent and Contact configurations. | Users assigned to the Agent role are synchronized as Agents, while users assigned to the Contact role are synchronized as Contacts. |
BoldDesk matches existing user records during Microsoft Entra ID synchronization and updates them accordingly, helping prevent duplicate Contacts and Agents even after the integration is reconfigured.
Frequently Asked Questions
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How do I provision every Microsoft Entra ID user to BoldDesk?
Set Microsoft Entra ID Provisioning > Scope to Sync all users and groups, and in BoldDesk select Sync users regardless of their role. -
How do I provision only a subset of users to BoldDesk?
Set Microsoft Entra ID Provisioning > Scope to Sync only assigned users and groups, then assign specific users or groups to the BoldDesk application under Users and groups. -
What happens if Microsoft Entra ID does not send the roles attribute?
BoldDesk cannot perform role-based synchronization. Users can still be synchronized, but Agent and Contact roles must be managed directly in BoldDesk. -
How do I ensure “Sync only users of a specific role” works correctly in BoldDesk?
Ensure the role configured in BoldDesk matches the role assigned to users in Microsoft Entra ID. If the role values do not match, the users will not meet the role filter for synchronization. -
Can I sync some users as Agents and other users as Contacts?
Yes. Configure separate role filters in BoldDesk:- assign one Microsoft Entra ID role for Agent synchronization
- assign a different Microsoft Entra ID role for Contact synchronization
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If I delete and reconfigure the Microsoft Entra ID integration, will BoldDesk create duplicate users?
No. BoldDesk updates existing Contacts and Agents during synchronization instead of creating duplicate records. -
When do users become eligible for provisioning when scope is “assigned users and groups”?
Only after the users (or groups containing the users) are assigned to the BoldDesk application in Microsoft Entra ID under Users and groups.
