One of the things you can do with Freshservice Probe is import requesters from your Active Directory.


By default, Probe maps the following AD fields to the corresponding (default) requester fields:


 

AD Fields

Requestor Fields

First Name

First Name

Last Name

Last Name

Email

Email

Phone

Phone (Work)

Mobile

Phone (Mobile)

Manager

Reporting Manager

Title

Title

Department

Department

Street + P.O.Box + City + State/Province +Zip/Postal Code + Country/Region

Address


This default mapping cannot be modified. If you have to modify the field mapping used, you can create custom user field mappings and map any active directory attribute to a requester field in Freshservice. This works for default, as well as custom fields at both places.


Here’s how you can create and use custom mappings:


1. Log in to Freshservice as an Admin.

2. From the Admin console, click on Discovery under Asset Management.


3. Click on Settings and on the next screen, go to the User Field Mapping tab to add a custom mapping or edit an existing one.


4. Enter a name and description. Then select the AD fields you want to map against the corresponding requester field from the drop-down menu.




5. The drop-down will not display custom AD fields, but you can add one by typing out its name.

6. Click on 
Save/Update once done.


7. In Admin -> Discoverya list of all the active Probe installations is displayed. You can change the User Field Mapping for each one by choosing the required field mapping from the drop down list.




In the Freshservice probe, the selected field mapping is displayed in the Import Active Directory Users section. If you want to change the field mapping, click on the Change Field Mapping link and you will be directed to Admin -> Discovery section where you can create or apply a field mapping to every probe installation.