Setup the Microsoft Entra ID in BoldDesk
Installation of the Microsoft Entra ID in BoldDesk
To install the Microsoft Entra ID app follow the below steps:
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Go to Admin menu > Marketplace.
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Search and select the Microsoft Entra ID app.
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Click the ‘Install’ button to install the Microsoft Entra ID.
Synchronize Microsoft Entra ID user into agent
- Select the “Agent” option to synchronize Microsoft Entra ID user as agent.
- Select the option “Sync users irrespective of the role” if you want to synchronize all users from Microsoft Entra ID.
- To synchronize exclusively the users assigned to that role with the application, select the option “Sync only users of a specific role” and enter the Role within the Microsoft Entra ID.
To ensure user synchronization, the roles defined in BoldDesk must be matched with the role assigned to users within Microsoft Entra ID.
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For multiple agent configurations, ensure the syncing type is set to either Agent or Both and the scope is defined as Specific Role. Additionally, ensure each configuration has a unique Microsoft Entra ID custom role.
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To add an additional agent configuration, click on Add Agent Configuration.
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Each agent configuration includes default settings for Ticket Access Scope, Ticket Brand Access, and Roles, which are applied when a new agent is created in BoldDesk.
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Admins can now customize each agent’s configuration and permissions based on Microsoft Entra ID custom roles.
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Click Save.
When an agent is deleted from Microsoft Entra ID, that specific agent account is deactivated, and all the unresolved tickets are transferred to unassigned.
Synchronize Microsoft Entra ID user into contact
- Choose the “Contact” option to synchronize Microsoft Entra ID user as contact.
- Choose the option “Sync users irrespective of the role” if you want to synchronize all users from Microsoft Entra ID.
- Choose the option “Sync only users of a specific role” and enter the Role within the Microsoft Entra ID to synchronize exclusively the users assigned to that role with the application.
To ensure user synchronization, the roles defined in BoldDesk must be matched with the role assigned to users within Microsoft Entra ID.
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Click Save Button.
When a contact is deleted from Microsoft Entra ID, the corresponding contacts will be soft-deleted and moved to the deleted contacts. All the current tickets requested by this contact will be marked as spam.
Synchronize Microsoft Entra ID user into agent or contact
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Select the “Both” option to synchronize a Microsoft Entra ID user as either an agent or a contact.
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Configure the Agent and Contact settings as described previously.
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Click Save Button.
