User exists in AD not in ServiceNow

Nikita52
Tera Expert

‎01-30-2019 02:51 AM

Hi All,

There is a user that exists in Active Directory (created on 2005). But that user is not available in ServiceNow. Data is brought in via Integration. it is not feasible for AD team to delete and recreate that profile again.

How to troubleshoot it from ServiceNow end?

Please help 

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asifnoor
Kilo Patron

‎01-30-2019 04:27 AM

Hi,

When do the users get into SN from AD? Is there any script or is it on the creation of the user in AD? Based on that, the debugging varies.

If you have a script, then you can run it for this user and check if you are facing any issue when importing this user from AD.

Deleting the user in AD is not recommended at all.

Mark answer as correct and helpful if this helps. 

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Leo Joseph
ServiceNow Employee
ServiceNow Employee

‎01-30-2019 07:56 AM

Hi 

Check the Filter & RDN that you have defined is able to populate the user.

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codycotulla
Tera Guru

‎01-30-2019 04:40 PM

Hi,

In the ldap_ou_config table, create a copy of an existing record that is returning LDAP data.

In the filter field, create a filter to user that will find the user.

For example below I'm searching for a user with the ID MOOCOW

(&(objectClass=person)(sn=*)(!(objectClass=computer))(sAMAccountName=MOOCOW))

First try this with a user that is getting loaded, so that you know the problem isn't with the filter. Then try it with the user that isn't getting loaded.

If you are able to retrieve the user you that ServiceNow can find the user, so you'll need to look at the filter you are currently using to see why the user is not getting loaded.

Let me know if you have any questions.

Thanks,

Cody