User Registration Request Auto Populate Company string to Company in User

[mhafizam]

Hi all,

I'm looking for some guidance on how to achieve the following in ServiceNow:

I've created a new string field called u_company_string on the User Registration Request table. When a user submits the form and enters their company name in this string field, I want the system to automatically populate the Company field on the corresponding user record in the sys_user record.

Ideally, it should not rely on an exact match. Instead, I’d like it to search and select the closest or most similar company name from the core_company table (e.g., fuzzy match or best match logic).

Has anyone implemented something similar or can recommend an approach? Any advice or examples would be much appreciated.

Appreciate any insights!

[Ankur Bawiskar]

@mhafizam 

Should this not happen manually by the agents working on the user request?

Handling this via automation might not be a good idea as it will just give some recommendation and may not be a valid one.

Also all the local account users should belong to same company?

Why they will belong to different company?

Example: If the instance is owned by Accenture then all the agents working in accenture company will be in sys_user. why would there be a user with other company like Infosys be present in sys_user unless they are using CSM where you have users belonging to different accounts/companies.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[mhafizam]

Hi Ankur,

Thanks again for your insights.

To clarify, this is for a customer self-registration use case, where external users (customers from different companies) can register themselves via a public form. These users are not internal employees or agents—hence, they won’t all belong to the same company.

You’re right that using automation for company matching needs careful handling. We’re exploring some fuzzy logic (e.g., matching "MBSB" to "Malaysia Building Society Berhad") to assist with auto-mapping based on user input, but we'll ensure there's a review or validation process in place if needed.

We’re now considering whether this setup is more appropriate under Customer Service Management (CSM). Would you recommend leveraging CSM for this kind of self-registration and customer-company mapping?

Appreciate your guidance!

[Hristo Ivanov]

hey mhafizam,

if this is not for internal users then you should definitely go with CSM!

check my responses below

I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

[Hristo Ivanov]

What's the context here? If this is CSM related, ServiceNow already provides a OOTB solution where your administrator can provide the user/customer with an account code for self registration.

In addition, why not make the field a reference to the company table and utilize the native functionality?

[mhafizam]

Hi,

Thanks for the clarification.

I wasn't aware that ServiceNow provides an out-of-the-box solution for customer self-registration using an account code—that’s definitely something I’d like to explore further. If you happen to have any documentation or reference links on how to set that up, I’d really appreciate it.

As for your second point, we initially considered using a reference field to the Company table, but since the form is publicly accessible for external customers, we want to avoid exposing the list of all companies in a dropdown. That’s why we opted for a string input field and are exploring a backend logic to match it to the right company without showing the full list.

Thanks again for your suggestions