Which user id gets selected in 'created by' when we have different User ids against the same user

[GarimaU]

Requirement: I have created an 'New' inbound action which will create interaction on receiving an email. On click of customized 'create incident' button, the incident would be created against it.

Issue: When interaction got created, client wants in list view, created by as other user id instead of what got autopopulated . Here Client has 2 user ids and so will be for some other users as well. On Inbound email action, 'Sender' is mapped to 'opened_for' field, so it basically checks user against the email and fills in the 'Opened For' field with User name. On further investigation I found that we have 2 records for same user with same email address, same first name, last name but different user ids. This is observed by multiple users.

Ask: I want to understand on what basis the user id is picked up when multiple accounts are there. Is there any way to fix it

Note: I checked for multiple users for  'last login', created date', 'updated date' but there is no similarity in the pattern

[Ankur Bawiskar · Accepted solution]

@GarimaU 

at first place why would 2 users have same email address -> This should not happen, please inform the customer about this.

it checks against email address and picks 1st matching record, no guarantee which one it will pick.

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

[GlideFather · Accepted solution]

Hi @GarimaU 

email address should be always unique, if it is allowed it seems that some BR or any other validation is turned off or if it is integrated then the coalesce might be set incorrectly.

Why one user with one email has two user IDs? can you explain the use case please? 

[Ankur Bawiskar · Accepted solution]

@GarimaU 

at first place why would 2 users have same email address -> This should not happen, please inform the customer about this.

it checks against email address and picks 1st matching record, no guarantee which one it will pick.

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

[GarimaU]

Thanks @Ankur Bawiskar  for the prompt response.

[GlideFather · Accepted solution]

Hi @GarimaU 

email address should be always unique, if it is allowed it seems that some BR or any other validation is turned off or if it is integrated then the coalesce might be set incorrectly.

Why one user with one email has two user IDs? can you explain the use case please? 

[GarimaU]

One was created in ServiceNow directly. At later point a new record was created on AD. Because of AD sync to ServiceNow , we have 2 record with same email id but different user id