Activate connects to Service Desk products through a range of integration methods depending on the capabilities of the target system. The preferred approach is through a publicly available and documented API.

The API must provide at least the following functions to support a useful integration:

 — Ability to create and categorise service requests so they are routed to the correct queue. 

 — Ability to create, update, delete, and query user accounts. Users must typically exist in the Service Desk before a ticket can be logged, so Activate can create the user automatically as part of its onboarding process. 

The level of integration depends on the business requirements and the available API functions. There are three main levels of integration, listed in order of increasing functionality.

Activate logs service requests in the Service Desk when a workflow requires a manual fulfilment step. End users can also log manual requests for actions not automated within Activate.

In addition to request creation, Activate monitors the Service Desk for status updates. Workflows can pause until a manual fulfilment task is marked complete before continuing with automated steps.

Provides a two-way connection between Activate and the Service Desk. End users can view ticket details directly in the Activate Portal, including status and work notes. They may also add information or close tickets if permitted.

The table below summarises the API functions required for each level of integration.

Currently Supported Providers

Connection Integration

Microsoft’s cloud platform providing infrastructure, networking, storage, and application services. In Activate, it’s used as the hosting environment or for integration with Microsoft 365 and Entra ID services.

Azure

DotNetVersion

Microsoft Entra Connect (formerly Azure AD Connect) is a tool that syncs on-premises Active Directory identities with Microsoft Entra ID, enabling hybrid identity and seamless access to cloud resources.

Microsoft_Entra_Connect

Active Directory (AD) is Microsoft’s directory service that stores and manages user accounts, devices, and permissions, enabling secure authentication and centralized access control within a Windows network.

Active_Directory

ActivateJobService

ActivateAdministrator

SupportedPowerShellVersions

SupportedOSVersions

SupportedSQLVersions

Name that identifies the instance of Activate.  This is only used by Administrators and isn't displayed to end users.

instance_name

An installation type of Activate where there is no local domain connection, all authentication, authorisation and identity management is handled by Entra ID.

Cloud_Only

Microsoft Entra ID (formerly Azure Active Directory) is Microsoft’s cloud-based identity and access management service, providing secure authentication, user lifecycle management, and access control for Microsoft 365 and other apps.

Microsoft_Entra_ID

A software switch that enables or disables functionality at runtime without redeploying code. In Activate, they are configured under //Resources/Configuration/FeatureFlags.

feature_flag

Microsoft module for managing Exchange Online, using modern authentication and REST API–based cmdlets for faster, more reliable automation of mailboxes, compliance, and organisation settings.

EXO_V3_PowerShell_Module

An Organizational Unit (OU) is a container in Active Directory used to organise users, groups, computers, and other objects within a domain. OUs help structure resources logically and apply group policies for easier management and administration.

A User Type is a template in Activate that defines rules, attributes, and behaviours for a category of users (e.g., Employee, Contractor), ensuring consistent user account setup and configuration.

User_Type

A resource object in Activate representing a physical or virtual Exchange Server

Exchange_Server_Resource

Defines the object type that the resource will emulate or operate as.

Class_parameter

Clonesthe selected inherited parameter to make a local copy to override the value

Override

Runs the Activate Provisioning Server and performs actions across target systems.

Orchestrator_Account

A complete, immutable log of identity-related events, including provisioning actions, access approvals, and policy evaluations.

Audit_Trail

An integration module that enables Activate to read/write data from external systems (e.g., provisioning accounts in Azure AD).

Connector

A periodic process where managers or data owners validate that users still require their existing access — critical for compliance.

Access_Certification_and_Review

A user-initiated process to gain access to new systems or roles, often requiring manager or system owner approval.

Access_Request

Any downstream application or service where identities need access (e.g., Active Directory, Okta, Salesforce).

Target_System

The authoritative system from which identity data is imported (e.g., HRIS like Workday or SAP SuccessFactors).

Identity_Source

An access control model that uses user, resource, or environment attributes (e.g., department = "HR", location = "US") to make access decisions dynamically.

ABAC_Attribute-Based_Access_Control

An access control model where users receive permissions based on assigned roles. This model helps enforce least privilege.

RBAC_Role-Based_Access_Control

A collection of entitlements assigned based on a user’s job function or department. Roles simplify access management and are often tied to policies (e.g., "Finance Analyst Role").

Role

A specific access right or permission within a system (e.g., "Read-only access to Salesforce Reports"). Entitlements can be grouped into roles.

Entitlement

The removal or disabling of user accounts and access when they are no longer required — for example, when an employee leaves the organization.

Deprovisioning

The automated process of creating accounts and granting access to systems or applications based on a user’s role or attributes.

Provisioning

A digital representation of a user (employee, contractor, service account, etc.) within an organization. Each identity is typically linked to a unique identifier, such as an email address or employee ID.

Identity

This is the process of bringing on a new user

Onboarding

Hierarchical Role-Based Provisioning automates user access by assigning roles based on organisational structure, ensuring users inherit the correct permissions and resources aligned to their position or function.

Hierarchical_Role-Based_Provisioning

A group email address that automatically forwards messages to all its members, allowing you to send emails to multiple recipients at once.

Distribution_List

An expression is a conditional statement using Activate expression syntax.

expression

AzureProductName

Asset Integration

Activate Knowledge Centre

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Welcome to Activate Knowledge Centre

What is Activate?

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8.3.13

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Release Notes

Introduction

Features

Identity Manager

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Supported Deployment Models

Shared Mailbox Manager

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How To

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Service Accounts and Groups

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Azure SQL Database Requirements

Getting Started

1. Prepare for Installation

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4. Install Anywhere

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Installation

Unable to grant Database admin rights

Adjust Anywhere Target Server

Legacy mailboxes displayed in Outlook even after permissions removed

Error During Activate Installation: Access is Denied

Activate install wizard cannot find the domain

Error  Common Language Runtime detected an invalid program.

Browser prompts for Username/Password

Write Access Denied on new install

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Directory Connection Configuration

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Get Started with Distribution Lists

Configure Create DL

Manage Cloud Only Distribution Lists

Minimum Permissions Required to Manage Distribution Lists

Distribution Lists

Configuration