Requester & Enterprise Identity Providers — Integration

Overview

Resolve requester identities for cases and manage enterprise staff identity configuration, links, access assignments, SSO settings, SCIM settings, and group mappings.

Capabilities

• Requester identity resolution and validation through configured providers

• Requester identity mappings linked to Agent Desk requester records

• SAML/OIDC enterprise identity configuration and authentication transactions

• SCIM configuration, managed groups, group mappings, and provisioning operations

• Enterprise identity links, access assignments, and administration audit records

1. 1

   Step 1

   Choose the identity capability required for requester resolution or enterprise staff access.

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2. 2

   Step 2

   Configure the provider definition, connection, and supported identity operations.

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3. 3

   Step 3

   Map provider identities or groups to the required Agent Desk identity records and access model.

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4. 4

   Step 4

   Validate the provider through the integration health and identity administration surfaces.

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5. 5

   Step 5

   Use the resolved identity at case/customer authorization enforcement points.

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Limitations

• Requester identity references are resolved through configured provider contracts and stored as governed mappings rather than trusted browser claims.

• Staff authorization remains permission- and resource-based at enforcement points even when enterprise identity supplies authentication context.

FAQs

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