Users not added/updated to SDP - Azure AD User Sync
Helpguide --> https://help.sdpondemand.com/azure-ad-user-synca. Check whether Initial Sync is completed
When Azure AD has a large set of users, it might take time to process and sync all of them. Once the Initial Sync is completed, all users would have been processed, and you can check whether a specific user has been added or not after that.
If the sync interval is 2 minutes, it indicates that the Initial Sync is running.It will continue until all users are fetched from Azure.
Once all users are fetched and processed, the Incremental Sync will begin, which runs every 'x' days as configured in the sync settings.
b. Check whether any error is shown in Microsoft Azure card
If any issues occur with that token, the sync may fail. In such cases, an error will be displayed on the Microsoft Azure Integration card
c. Check for the error in Sync Report/System Log
Search using the user's Email ID or Object ID in all the sync reports. If the user sync failed, the cause will be printed in the report.
If the sync report is not enabled, or if the data is not available in the report, check for the user add failure in the System Log, and trigger a Restart Sync once the necessary action is taken.
"Select an action to be performed during the next sync cycle for users that are deleted from ServiceDesk Plus Cloud."
- Any change in those user accounts in Azure AD will bring them back into SDP.
- If no changes are expected, users can be manually imported via the Import from Azure option.
- If the list of users is large, it is recommended to suggest the user trigger a Restart Sync.
e. Check whether criteria matches with user details
- If the saved criteria is not proper, change it.
- Then any change in the skipped user accounts in Azure AD will bring those users in to SDP.
- If no changes will be made, they can manually import the users via the Import from Azure option.
- If the list is huge, then we can suggest the user trigger Restart Sync.
f. If the issue is not resolved
- Affected user's Email ID and Object ID
(The Object ID can be found in the Azure profile. If the user is deleted, it can be found in the Azure Audit Logs.) - Available Sync Reports
- The following System Logs exported as CSV or XLS
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