Azure AD Provisioning Error – InvalidLookupReference on department field

[DaianeC]

Hi team,

We are experiencing a synchronization issue between ServiceNow and Azure AD:

• Some users are provisioned correctly, while others fail to sync.

• The error is: InvalidLookupReference on the department field.

• From what I understand, Azure AD treats the department field as a Reference, meaning it only accepts values that already exist in the ServiceNow reference table.

• Users with existing department values sync successfully; those with new or unmatched department values fail.

Request:

• Guidance on how to synchronize new departments without triggering errors.

• Recommendations or best practices for mapping ServiceNow departments to Azure AD or using alternative fields.

Impact:

• Users are not being provisioned correctly in Azure AD, which prevents access to systems and resources.