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Troubleshooting Azure Provisioning Issues After Migration to ESM (SolarWinds Service Desk)

After migrating to SolarWinds Service Desk (ESM), you may encounter the "UpdateForUnconnectedEntry" error during Azure (Microsoft Entra) provisioning. This issue is typically related to the API token used for integration. To resolve it, you need to generate and update your API token in Azure following the ESM migration to re-establish the connection.

First published date

6/23/2025 6:19 AM

Last published date

6/23/2025 6:19 AM

Overview

After migrating to SolarWinds Service Desk (ESM), you may experience provisioning failures in Azure (Microsoft Entra) with the error message: "UpdateForUnconnectedEntry".

In most cases, the issue is related to the API token used for provisioning, which must be updated in Azure following the ESM migration. This knowledge article provides step-by-step instructions on how to update your API token and verify your provisioning setup to resolve the error and restore sync functionality.

Product section

Service Desk

Cause

The "UpdateForUnconnectedEntry" error occurs because the API token used for SCIM provisioning in Azure (Microsoft Entra) becomes outdated or invalid after migrating to SolarWinds Service Desk (ESM).

 

 

 

This happens when customers miss a key step outlined in the ESM migration documentation—specifically, the requirement to update the API token after the migration is complete.

Resolution

To resolve the issue, you need to generate a new API token from your admin profile (under Organization), then update it in Microsoft Entra (Azure). Follow these steps:

  • In the SolarWinds Service Desk, click Switch Provider then navigate to:
    Organization → Setup → Account → Users & Groups → Users
  • Search for your admin user profile.
  • Click your name to open the user details.
  • Click Actions, then select Generate JSON Web Token.

Note: The admin generating the token must be logged in to the application when performing this step.


Step 2: Update the Token in Microsoft Entra

  • Go to Microsoft Entra Admin Center (formerly Azure AD). Navigate to:
    Enterprise Applications → SolarWinds Service Desk → Provisioning → Admin Credentials
  • Paste the new API token into the Secret Token field and click Test Connection.
  • If the test is successful, click Save.
  • After saving, go to the Overview tab and click Restart Provisioning.

Note: Automatic provisioning runs every 40 minutes. You can wait and monitor the results, or if you want to test immediately, go to the Provision on demand section and manually provision a user.