User Principal name does not match the sys_user email

[Jonathan69]

Hi there,

I am working on the implementation of SAM pro for one of my customers and after integration with SaaS products(M365 and Salesforce) I am facing the following issue; the user_principal_name is does not match the user email of the sys_user entry because of the domain name (that is slightly different) BUT it does match the user_name.

Now out of the box ServiceNOW matches the sys_user to the subscription based on the sys_user email. I was able to create a "Fix" to this by adding a scheduled job that runs after import and gets the sys_user based on the user_name and updates the subscription record wit the proper sys_id--> that worked.

The issue now is that the same happens in the samp_sw_usage table and when I try to execute a similar script for that one, the business rule "Rebuild primary key on update" aborts the update (error;

Operation against file 'samp_sw_usage' was aborted by Business Rule 'Rebuild primary key on update^04226fef87aee110d347cbf90cbb35aa'. Business Rule Stack:Rebuild primary key on update

I understand what this BR "Rebuild primary key on update" does, but I don't really understand why it is aborting my update.

My script is querying the sys_user table and looks for the user_name to find the proper user and sets the sys_id to the samp_sw_usage record before updating the record.

That brings up three questions. 

1st --> Can the "coalescence" by made on the user_name instead of the email. If yes how can I modify this ?

2nd --> If 1st not possible is there a know workaround ?

3rd --> If neither of the above is possible, can my workaround work ? 

Thank you in advance for your help !

Best Regards,

Jo

[jonsan09]

I've run into a similar situation were the UPN didn't match any of existing fields for users. I ended updating our LDAP import to include the UPN to the user table. I then setup a scheduled job to run after the 'SAM Import User Subscriptions' to update subscriptions table to match the record to the user.

[Jonathan69]

Hi ! Jonsan09 thank you for your reply. That does works for Subscriptions, but not for Usage in my case...