How to Sync BoldDesk Agent Custom Fields with Microsoft Entra ID User Attributes
Microsoft Entra ID user provisioning allows you to synchronize user attributes with agent custom fields in BoldDesk. By mapping the applicable Microsoft Entra ID attributes to the corresponding BoldDesk agent custom fields, you can automatically populate and update agent information during provisioning.
This article explains the supported custom field types and how to configure attribute mappings between Microsoft Entra ID and BoldDesk.
Supported custom fields
The following table summarizes the agent custom field types in BoldDesk that can be synced from a user attribute in Microsoft Entra ID.
| BoldDesk Custom field type | Microsoft Entra ID attribute type | Comments |
|---|---|---|
| Textbox (single-line) | String | |
| Textbox (multi-line) | String | |
| Checkbox | Boolean | |
| Yes/No | Boolean | |
| Date | Date Time | Consider only the date value from the Microsoft Entra ID input. |
| Date Time | Date Time | |
| Numeric | Integer | |
| Decimal | String | Convert the given string to decimal. |
| Dropdown (single-select) | String | Based on the text value, retrieve the ID and save it in the database. |
| Regex | String | Regex validation will be handled here before saving the string. |
| URL | String | URL validation will be handled before saving the string. |
Steps to Sync Custom Fields from Microsoft Entra ID to BoldDesk
To sync custom fields from Microsoft Entra ID to BoldDesk, follow the given steps:
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Go to Admin > Fields and Forms in the left menu and then click User Fields.
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Then, select the Agent Form.
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Select the custom field you wish to sync and click Copy to clipboard button to copy the API name of the custom agent field.
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Configure Attribute Mapping in Microsoft Entra ID
- In Azure Active Directory, go to Enterprise Applications → BoldDesk App.
- Click Provisioning → Edit Provisioning.
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In the Mappings section, click Provision Azure Active Directory Users.
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Scroll down the page and select Show advanced options. Click Edit attribute list for BoldDesk app.
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Add a new item at the bottom of the Attribute List table. Combine “urn:ietf:params:scim:schemas:extension:bolddeskAgentCustomFields:2.0:User:<API_Name>” with the API Name from Step 3.
Example: urn:ietf:params:scim:schemas:extension:bolddeskAgentCustomFields:2.0:User: cf_text_box -
Refer to the table above to select the correct Microsoft Entra ID attribute type based on the BoldDesk custom field you are syncing.
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For types such as string, integer, datetime, or Boolean, leave the remaining columns blank.
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Click Save to return to the attribute mapping page. At the bottom of the Attribute Mappings table, click Add New Mapping.
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In the Edit Attribute form, enter the following information:
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Mapping type: Direct
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Source attribute: Choose the Microsoft Entra ID user attribute to be mapped to the BoldDesk agent custom field, e.g., City.
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Default value: Leave blank.
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Target attribute: Select the attribute created in step 7.
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Match objects using this attribute: No
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Apply this mapping: Always.
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Save the new attribute and confirm completion of the attribute mapping.
- For string, integer, datetime, or Boolean types, leave additional columns blank.
- Ensure the API Name matches the BoldDesk custom field exactly.
- Changes take effect during the next provisioning cycle.
Frequently Asked Questions
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Which BoldDesk fields can be synced with Entra ID?
Text Box, Number, Date Picker, and Checkbox fields. -
Do I need to enable SCIM provisioning?
Yes. SCIM provisioning must be active for attribute mapping to work. -
Can I sync multiple custom fields?
Yes. Repeat the steps for each custom field you want to map. -
What happens if the API name is incorrect?
The mapping will fail, and the field will not sync. -
How often does the sync occur?
Sync runs based on the provisioning schedule configured in Entra ID.
