HRSD Routing Issue - HR Profile Not Populating Department Head and Lead Administrator Due to Missing

[nameisnani]

Hi Team,

We are investigating an HRSD routing issue and would appreciate guidance from anyone who has encountered a similar situation.

Issue Summary:

• Around 2,500 users are missing the Department value on their user records.

• As a result, the HR Profile is not populating:

  • Department Levels

  • Department Head

  • Lead Administrator

• HR cases created from Employee Center and HR Agent Workspace are not routing correctly because the department hierarchy information is unavailable.

Observation:

• The defect notes indicate that PeopleSoft data is available, but the Entra ID-related data used for department hierarchy population is not being populated.

• Users affected by the issue have missing department information in their profiles.

Questions:

1. Has anyone experienced a similar issue where HR Profiles were not populating Department Head or Lead Administrator due to missing department data?

2. Are there specific HRSD jobs, profile refresh processes, or synchronization mechanisms that should be reviewed?

3. If the Department field is corrected on the user record, is there a recommended approach to refresh or rebuild HR Profile data for a large number of users?

4. Are there any known dependencies between Entra ID integrations and HR Profile department hierarchy population in HRSD?

Any suggestions on troubleshooting steps or best practices would be greatly appreciated.

can any one please help me 

how to fix this issue . 

how to do turble shoot steps 

Thank you.

[Tanushree Maiti]

Hi @nameisnani 

1. Ensure that the affected employees have a populated Department field in their sys_user record.
2. Verify if parent/child hierarchies are mapped correctly in the Departments module under HR Administration > Core > Departments.
3. Navigate to HR Administration > Assignment Rules to verify that routing conditions evaluate both the HR Service and the Department correctly
4. If routing logic is governed by Flow Designer, confirm that the execution is set to run as System User. If it runs as the user who initiated the session, it may fail due to restricted read access on the cmn_department tables

[SupriyaWaghmode]

Hello @nameisnani , 

Below are troubleshoot pointer 

1. Synchronization Mechanisms & Dependencies

• Source of Truth: HR Profiles derive employment, department, and manager data directly from the corresponding sys_user record.
• Entra ID Dependency: If your department data is sourced from Entra ID via a Integration Hub or import sets, verify the field mappings . Check your transform maps to ensure the department sys_id  is accurately matching your internal ServiceNow cmn_department table records.

2. Recommended Approach to Refresh/Rebuild Profiles

Because you have 2,500 impacted users, avoid manual fixes. Instead, use a programmatic update to cascade changes from the corrected sys_user records down to the HR Profiles:

• Background Script: You can write a server-side script using the hr_Profile API to loop through the affected user records and trigger a profile refresh. This script should call hr_Profile.createProfileFromUser(user_sys_id) or leverage the syncProfileWithUser function in your hr_Utils.
• Fix Script or Transform Map: If you are reloading the department data via import, append an onAfter script to the transform map that triggers the profile generation logic for updated users.

3. Key HRSD Jobs to Review

Review these scheduled jobs and UI configurations that dictate how department structures populate in HR Profiles:

• HR Profile Sync Business Rules: Review the sys_user update Business Rules. By default, HR Profiles have Business Rules that push updates up to sys_user. You may need to temporarily toggle the direction so the corrected sys_user data safely cascades down to sn_hr_core_profile.
• HR Case Routing Issues: HR cases rely on matching rules that frequently look at assignment rules, locations, and HR Criteria. Ensure that the "Department Head" and "Lead Administrator" values are populated for your parent departments in the cmn_department table, as hierarchy is inherited upward from there
  
  

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  Supriya Waghmode |ServiceNow Community Rising Star 2025⭐
  www.linkedin.com/in/supriya-waghmode