Incydr directory sync report and errors

Updated

Overview

This article explains what a directory sync report is and how to troubleshoot when you receive report of a directory sync error. Incydr emails the reports to administrators in environments that use a provisioning provider, either SCIM provisioning or Incydr User Directory Sync.

Considerations

The directory sync report email is sent to users with the Customer Cloud Admin role. 

How is directory sync activity reported?

Once you configure a provisioning provider, Incydr periodically synchronizes with your provider's user data. Incydr reports that activity in three ways:

  • The directory sync report summarizes SCIM provisioning changes over the past 24 hours. By default, this email is sent daily.
  • When a sync operation generates errors, a separate email notifies you about the directory sync errors. 
  • All sync operations are recorded in the Sync log in the Incydr console.

To learn more about SCIM provisioning and how it works with Incydr, see our introduction to SCIM provisioning.

Configure directory sync email frequency

By default, emails are sent daily. To change this frequency:

  1. Sign in to the Incydr console.
  2. Go to Administration > Integrations > Identity Management.
  3. Click Settings.
  4. Choose how often to send emails:
    • Daily
    • Only when there are directory sync errors
    • Never
  5. Click Save.

The selected frequency applies to all provisioning providers and Customer Cloud Admin users in your environment.  

Directory sync errors for SCIM provisioning providers

The following are the directory sync error messages you may see in an email or in the Sync log:

Unable to update user's role

Incydr may not be able to update a user's role if the role is no longer available in your environment or if the mapping was deleted. Verify your identity provider is configured correctly, and confirm that the role is available in your environment: 

  1. Sign in to the Incydr console as a user with the Org Admin or Cross Org Admin role. 
  2. Click Administration > Environment > Users. 
  3. Select a user.
  4. Click the Roles tab.
  5. Click Edit Edit. 
  6. Verify that the role appears in the list. 
    • If it does appear in the list, continue to step 7.
      Note that you can also manually add the role to the user here if you need to immediately give the user access. 
    • If it does not appear in the list, contact our Technical Support Engineers​ for Enterprise support. 
  7. Click to Administration > Integrations > Identity Management. 
  8. Click Provisioning. 
  9. Under Role Mapping, verify that the role is mapped to the SCIM group. 
  10. Sign in to your provisioning provider and re-sync with Incydr.

Unable to move existing user to an organization

Incydr may not be able to update a user's organization if the organization was deleted. You can either:

  • Create a new organization and mapping
  • Create an organization to match the existing mapping.
  1. Sign in to the Incydr console. 
  2. Click Administration > Environment > Organizations. 
  3. Click Create organization.
  4. Follow the steps below to create a new mapping or use the existing mapping.

Create a new organization and new mapping

  1. Enter a new organization name.
  2. Update your Organization Mapping to map the group to the organization.
  3. Sign in to your provisioning provider, and sync users with Incydr. 

Create a new organization for the existing mapping

  1. Enter a new organization name that matches the name used in the existing mapping.
  2. Sign in to your provisioning provider, and sync users with Incydr. 

Troubleshooting tips

Some general troubleshooting tips for provisioning: 

  • Once provisioning is configured in Incydr, you should make all user changes in the provisioning provider. Incydr does not sync changes back to provisioning provider, so any changes you make on the Incydr side causes the two apps to become out-of-sync. 
  • Updating the Incydr console does not start a sync between the provisioning provider and Incydr. Only changes made in the provisioning provider can start a sync. 
  • To view more information about provisioning changes and logs, see the Sync Log in the Incydr console. It gives details about the users who have been created, updated, or deleted due to provisioning. 
  • Check your identity provider's logs for errors. 

Contact support

Need more help? Contact our Technical Support Engineers​ for Enterprise support. 

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