Plugin "Service Graph Connector for Workspace One" - "Assigned to" field on the CI not populating

[Wilwod]

Using the  "Service Graph Connector for VMware Workspace ONE UEM" Plugin, bring the data into ServiceNow. However, The Assigned to the field on the CI does not populate as it is expected to.
Functionality should work in a way where the email address registered in the "Workspace One UEM" matches with an email address in the sys user table in Servicenow to populate “Assigned to” in CI’s. 

I have found https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1064515 which is strikingly similar for a different plugin, however the system dictionaries linked I assume are installed as part of that plugin, so we do not have them.

Does anyone have experience with getting the assigned to field populated based on the user email on the workspace one record?

The emails are coming through into the imported data sets, and the RTE does have a user lookup function, but seemingly this is not working as no inserted records have an assigned to populated.

[Sean Webster]

Hey @Wilwod ,Out of the box it will match the incoming value from Workspace One to the UserID column for sys_user. This can be modified with the system property 'glide.discovery.assigned_user_match_field'.

This is within the robust transformer's use of the 'User Lookup' RTE operation(located on sys_rte_eb_operation_type). Within that script it calls the script include 'CmdbIntegrationUserLookup' will pull the value of that 

'glide.discovery.assigned_user_match_field' property. You just need to update this system property to dictate what column to check on sys_user that aligns with the username/email/id that is coming in from the external source(WS1)

Cheers

[Wilwod]

Hi Sean, 

I did end up fixing this by removing the userID lookup value, so that it only looks up the user email. This got it to work without any further issues. 

[Sean Webster]

@Wilwod , Glad to hear this worked for you. 

Please mark my post that it solved your issue to help others viewing and thank you!