Genesys Cloud - Main

Dear Genesys community.

We are implementing Genesys in our company and had enabled SCIM Sync mean add infos to our AD sync it to Microsoft Entra ID and from Microsoft Entra ID sync it over to Genesys. All works fine, but we recognize if we empty a field in AD / Entra ID for example mobile phone it will not be empty in Genesys or we do not find possibility to empty the mobile field in Genesys.

We found following link Configure Microsoft Entra ID for Genesys Cloud SCIM (Identity Management) - Genesys Cloud Resource Center

and following text:

• When you synchronize data with Microsoft Entra ID, attempting to clear a previously synced field by mapping it to an empty value will not work. Microsoft's sync process ignores empty values and leaves the original data intact in the SCIM implementation. This limitation requires careful planning to avoid persistent and unwanted data. Genesys recommends performing a pilot test to minimize potential errors with a small subset to verify configuration and attribute mapping. Any required modifications may involve manual adjustments for the synced test users.

But on the end we need a solution and I want to ask if someone had similar issues with his sync from AD / Entra ID and need to empty a field in in Genesys and maybe found a solution ?

I would be happy if someone can help ?

Christian

Hi Christian,

My thought would be to insert a different value such as Blank or Deleted etc as you cant insert a blank value.  But hopefully others in the community have a better workaround 

Dear Genesys community.

We are implementing Genesys in our company and had enabled SCIM Sync mean add infos to our AD sync it to Microsoft Entra ID and from Microsoft Entra ID sync it over to Genesys. All works fine, but we recognize if we empty a field in AD / Entra ID for example mobile phone it will not be empty in Genesys or we do not find possibility to empty the mobile field in Genesys.

We found following link Configure Microsoft Entra ID for Genesys Cloud SCIM (Identity Management) - Genesys Cloud Resource Center

and following text:

• When you synchronize data with Microsoft Entra ID, attempting to clear a previously synced field by mapping it to an empty value will not work. Microsoft's sync process ignores empty values and leaves the original data intact in the SCIM implementation. This limitation requires careful planning to avoid persistent and unwanted data. Genesys recommends performing a pilot test to minimize potential errors with a small subset to verify configuration and attribute mapping. Any required modifications may involve manual adjustments for the synced test users.

But on the end we need a solution and I want to ask if someone had similar issues with his sync from AD / Entra ID and need to empty a field in in Genesys and maybe found a solution ?

I would be happy if someone can help ?

Christian