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04-29-2020 07:46 AM
I have a few users that gets the logout successful screen when trying to log into SN. I see that the issue is. The user id is different then the email address.
User id is john.do@example.com
email is john.do@exampleinc.com
We use SSO and how do I fix this issue since I can't update the email address to match that user id in AD.
Solved! Go to Solution.
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04-29-2020 08:20 AM
I found this HI article. Right now mine is pointed to email. I was wondering if anyone has try to change to user_name and had any other issue?
https://hi.service-now.com/kb_view.do?sysparm_article=KB0788105
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01-30-2025 03:12 AM
Faced a similar issue. The solution to this was there must be a user information data incoming through a platform like successfactor. Now if the user id and email address are not same then the user will not be able to log in. Make sure the user id and email address is same. It needs to be changed from the source and not in servicenow because the next incoming load of data would again overwrite the record.
For eg.
user ID - 567867 email address - abc@test.com this will create the issue
user ID - abc@test.com email address - abc@test.com this is the ideal case
