Multiple Department getting created in ServiceNow via Forgerock integration

[Shubham Gupta5]

Hi All 

We have a Identity management integration with ForgeRock and complete user provisioning is done by ForgeRock. Along with this ForgeRock also create department, company and location if those are not available in ServiceNow. 

For eg ForgeRock first checks in ServiceNow if department with same name exists , if yes then update the user in same department else create new department. 

[Viraj Hudlikar]

Hello @Shubham Gupta5 

How is this check done? Did you verify it?

 
-> Ensure that the criteria ForgeRock uses to check for existing departments in ServiceNow are accurate and consistent. This might involve verifying that the department names are being compared correctly and that there are no discrepancies in naming conventions.
-> Look at the logs if generated by both ForgeRock and ServiceNow during the integration process. These logs can provide insights into why new departments are being created instead of updating existing ones.
-> If the current logic is flawed, you might need to update the integration script or configuration in ForgeRock to improve how it checks for existing departments.

-> Try to engage with ForgeRock support how to deal with this issue if logic is placed on their side.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Viraj Hudlikar]

Hello @Shubham Gupta5 

I am glad you got solution from them and it was issue in script from there side. I can just say if you have access to script try to check what logic is place and how it affected only particular records might be small difference and it lead to this issue. Since the data creation is happening from them you have to rely on there scripts and report to them if any such issue occurs.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards

Viraj Hudlikar.

[Viraj Hudlikar]

Hello @Shubham Gupta5 

Thank you for marking my response as helpful! 😊

I hope your concern has been fully addressed. If it resolves your issue, please consider marking it as the accepted solution. This will ensure others in the community can benefit from the solution too.

Thanks & Regards
Viraj Hudlikar.

[Shubham Gupta5]

Hi Viraj 

Thanks for your response , yes I checked with ForgeRock support and verified the flaw in there script , which they have fixed and tested . This is will be deployed to prod and will stop duplicate records creation issue. Although I am bit confused why only two departments got impacted and how it created so many records were created as does not received any satisfactory answer on this from Forgerock support.

But we would still need to do the cleanup at ServiceNow and as prevention measure if we should put some condition to restrict creation of duplicate record.