Genesys Cloud - Main

This is usually the Email address of the manager/supervisor.  Also, that does not really define them as a supervisor, but just places them as a manager in the organization so you can filter for Reports To in places.  

Hey Robert, You would think the Email address of the manager/supervisor would work, similar to using the Bulk Import tool in Admin/People & Permissions/People when adding Users.  But it does not.  The SCIM Field: scimEnterpriseUser.manager.value   requires the GUID of the User that the Agent is going to report to.   

So, who out there is using Okta/SCIM for user management, and what are you doing to work with the need for the GUID for adding or updating an Agents Supervisor?  When an Agent changes Supervisor/Manager, or who they report to, how are you updating it?  Are you changing them manually?  Is there an API out there I have not found yet that synchronizes User's GUIDs back into OKTA??

Thank you much!

This is usually the Email address of the manager/supervisor.  Also, that does not really define them as a supervisor, but just places them as a manager in the organization so you can filter for Reports To in places.  

Hey Jeff,

From a recent setup we did, my learned understanding is as follows:

1. When the SCIM integration is established between Okta and Genesys Cloud (GC), Okta will attempt to match users based on username and then save the user's GUID to the "externalId" attribute within Okta (ref: SCIM 2.0 Protocol Reference | Okta Developer)
2. You can then use this externalId field to set a user's manager using Okta expressions and in particular the manager/assistant functions (ref: Okta Expression Language overview guide | Okta Developer). In our recent deployment, we had users being created in Active Directory then being sync'ed to Okta and then populated in Genesys Cloud via SCIM through the "purecloudcollaborate" application in Okta, and so the following mapping worked for us:

A couple of points about the NULL check in the expression above:

1. A NULL check is required to cater for (a) users that don't have a manager assigned to them or(b) users that do have a manager but that manager does not have an account in Genesys Cloud (i.e. don't have an externalId). We found that we had to pass an empty string in these cases to prevent errors in Genesys Cloud.
2. Okta expressions don't appear to support "&&" within the conditional/ternary operator and hence we had to split the NULL check across two conditional checks instead.

Hope this helps
Mark

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Mark Goldsmith
NTT Data
https://www.global.ntt/
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Great research and solution.  Okta SCIM can be a bear at times.  We found that you need to remove users from Groups before Deleting them.  If you don't, you run into several issues.  

Hey Jeff,

From a recent setup we did, my learned understanding is as follows:

1. When the SCIM integration is established between Okta and Genesys Cloud (GC), Okta will attempt to match users based on username and then save the user's GUID to the "externalId" attribute within Okta (ref: SCIM 2.0 Protocol Reference | Okta Developer)
2. You can then use this externalId field to set a user's manager using Okta expressions and in particular the manager/assistant functions (ref: Okta Expression Language overview guide | Okta Developer). In our recent deployment, we had users being created in Active Directory then being sync'ed to Okta and then populated in Genesys Cloud via SCIM through the "purecloudcollaborate" application in Okta, and so the following mapping worked for us:

A couple of points about the NULL check in the expression above:

1. A NULL check is required to cater for (a) users that don't have a manager assigned to them or(b) users that do have a manager but that manager does not have an account in Genesys Cloud (i.e. don't have an externalId). We found that we had to pass an empty string in these cases to prevent errors in Genesys Cloud.
2. Okta expressions don't appear to support "&&" within the conditional/ternary operator and hence we had to split the NULL check across two conditional checks instead.

Hope this helps
Mark

------------------------------
-------------------------------
Mark Goldsmith
NTT Data
https://www.global.ntt/
------------------------------

Hey Jeff,

From a recent setup we did, my learned understanding is as follows:

1. When the SCIM integration is established between Okta and Genesys Cloud (GC), Okta will attempt to match users based on username and then save the user's GUID to the "externalId" attribute within Okta (ref: SCIM 2.0 Protocol Reference | Okta Developer)
2. You can then use this externalId field to set a user's manager using Okta expressions and in particular the manager/assistant functions (ref: Okta Expression Language overview guide | Okta Developer). In our recent deployment, we had users being created in Active Directory then being sync'ed to Okta and then populated in Genesys Cloud via SCIM through the "purecloudcollaborate" application in Okta, and so the following mapping worked for us:

A couple of points about the NULL check in the expression above:

1. A NULL check is required to cater for (a) users that don't have a manager assigned to them or(b) users that do have a manager but that manager does not have an account in Genesys Cloud (i.e. don't have an externalId). We found that we had to pass an empty string in these cases to prevent errors in Genesys Cloud.
2. Okta expressions don't appear to support "&&" within the conditional/ternary operator and hence we had to split the NULL check across two conditional checks instead.

Hope this helps
Mark

------------------------------
-------------------------------
Mark Goldsmith
NTT Data
https://www.global.ntt/
------------------------------
------------------------------

Hey Jeff,

From a recent setup we did, my learned understanding is as follows:

1. When the SCIM integration is established between Okta and Genesys Cloud (GC), Okta will attempt to match users based on username and then save the user's GUID to the "externalId" attribute within Okta (ref: SCIM 2.0 Protocol Reference | Okta Developer)
2. You can then use this externalId field to set a user's manager using Okta expressions and in particular the manager/assistant functions (ref: Okta Expression Language overview guide | Okta Developer). In our recent deployment, we had users being created in Active Directory then being sync'ed to Okta and then populated in Genesys Cloud via SCIM through the "purecloudcollaborate" application in Okta, and so the following mapping worked for us:

A couple of points about the NULL check in the expression above:

1. A NULL check is required to cater for (a) users that don't have a manager assigned to them or(b) users that do have a manager but that manager does not have an account in Genesys Cloud (i.e. don't have an externalId). We found that we had to pass an empty string in these cases to prevent errors in Genesys Cloud.
2. Okta expressions don't appear to support "&&" within the conditional/ternary operator and hence we had to split the NULL check across two conditional checks instead.

Hope this helps
Mark

------------------------------
-------------------------------
Mark Goldsmith
NTT Data
https://www.global.ntt/
------------------------------
------------------------------