Issue with auto updating accounts from Azure to SNow

[Joe K2]

Need some help here.  We sync our user population to SNow from our Azure AD tenant.  We have a few custom mappings, but nothing huge.  We're having an issue where certain attributes will not update automatically, but will update when we use the provision on demand function in the ServiceNow Azure application.

The specifics here are that we are trying to map extensinAttribute13 to user.location.  This works when the user is first provisioned, but doesn't appear to work consistently.  The set up is that we make the changes in our on prem AD which then syncs to Azure then from their syncs to SNow.  I don't see any failure notifications in the logs for this, in fact there are currrently only 3 sync errors in our provisioning, but for some reason the location is not updating automatically, but as I said when i provision the user on demand it updates the user.location to the correct location.

I'll add that recently we had to rename the location due to some issues, but i don't think that would effect it.  Any help would be appreciated!

thank you,

[Community Alums]

Hi Joe, 

In previous implementations I noticed that sometimes reference fields wouldn't always update correctly when being provisioned from AAD. 

The workaround I used for this was to map fields to string fields in ServiceNow (Example, extensionAttribute13 to u_azure_provided_location) and then an async Business Rule or a flow to then lookup and set the correct reference field. 

During the implementation I didn't have enough time to work with Microsoft to work out exactly why this was happening - so I can't tell you exactly why!

Hope that helps.

Mike

[Michael Aala]

Hi, Mike.

How did you do this via Business Rule or flow?

[Eric Smith]

Joe, sorry to hear that you've encountered such an annoying issue. May I ask if you use any tool to connect the two systems? We've transitioned to 3rd party tools for some of our projects, trying to avoid a similar problem. We're currently using a tool called zigiops to integrate snow&ado. You may take a look at it and see if it could be of any use.