Okta Zendesk Provisioning Profile Push Fails With Generic Record Validation Error
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Overview
A subsequent profile push to Zendesk fails with a generic record validation error because the Zendesk System for Cross-domain Identity Management (SCIM) server rejects an invalid identity value. Resolve this issue by verifying the user identity fields in Zendesk and updating the Okta application assignment or attribute mapping. Administrators observe the following error during a profile push:
Automatic profile push of user <user_name> to app Zendesk failed: Error while trying to push profile update for <user_email>: Record validation errors
The above is a sample generic Zendesk provisioning error without a clear indication of the invalid record field.
Applies To
- Okta Identity Engine (OIE)
- Okta Classic Engine
- Zendesk Provisioning
- Okta Integration Network (OIN)
Cause
The Zendesk SCIM server throws a record validation error related to a 422 Unprocessable Entity error for an invalid identity value. Zendesk identities include email, phone, or external ID. The Zendesk SCIM response does not return an additional error message with the invalid identity field to Okta.
Solution
What steps resolve the record validation error?
Open support tickets with Okta and Zendesk to identify the problematic field, verify the user identity values, and recreate the application assignment or update the attribute mapping.
- Open a support ticket with Okta Support to check the internal Okta backend logs for the impacted Zendesk application user update to confirm which SCIM field record validation failure occurred.
- Open a support ticket with Zendesk Support to check the corresponding Zendesk SCIM audit log to determine the exact problematic Zendesk identity field name or value.
- Navigate to the Edit App Assignment page for the failed Zendesk application assignment and verify the assigned Zendesk email, phone, or external ID value.
- Verify in the Zendesk Admin Console that a Zendesk user with a matching user ID exists. If the application user's external ID does not match any pre-existing Zendesk user ID, the external ID is out of sync.
- Recreate the Zendesk application assignment with the out-of-sync application user external ID to allow SCIM user reprovisioning to link to the correct external ID found for the matching Zendesk user.
- Update the Okta to Zendesk attribute mapping configuration if the issue is due to the Zendesk email or phone field containing an invalidly formatted field value rejected by Zendesk SCIM.
- Retry the failed tasks from the Tasks page.
