Scenario: Since implementing Azure and SSO we have had an issue with conflicts for non standard user names. This is causing access issues in multiple third party systems. So we have related incidents like
Incident: User can’t access servicenow because their username doesn’t match. Workaround: Change their username manually in servicenow to the standard
Incident: User can’t access salesforce because their username doesn’t match. Workaround: Change their username in salesforce
Permanent solution: Project to update nonstandard usernames across the company (which would fix it forever in every system).
Should each system be separate problems? Does that problem stay open until the project that happens to solve it permanently. How do you work this and link it all together in servicenow? What is best practice?
