Blank user records are creating in ServiceNow

[nandini29]

Hi All,

We have observed an issue in the production environment where empty or blank user records are being created. These records appear without sufficient user details and are subsequently being set to Inactive (Active = False) after approximately one day.

Can anyone help me out why this is happening?

Thanks,
Nandini

[Joe Wong]

Does your instance have any automatic importing jobs that imports to the sys_user table?  If so, check the import log to see if there are any malformed import rows that are not mapped properly.  Check that first, this is the most often cause of empty rows in sys_user table.

[nandini29]

Hi  @Joe Wong 
thanks for your response
Yes, from workday the import will happend to servicenow. On daily bases files will run from workday and that information will be imported to servicenow

[GlideFather]

Hi @nandini29,

there's no easy reply here. It can be created by work/flow, scheduled job or literally any other script.

Try to check the creation time stamps and compare it with scheduled jobs, flow executions, events triggered at that exact time (event log), then sys log, also check the sys_audit to see if there's any match.

It can also be any integration, 

Not possible to give you better or proofed answer without the visibility of your configurations. 

Another debugging, go to sys_user table and filter for all the empty users (even the ones that you already deactivated) and try to understand when this started to happen and at what scale, is it regular or random? 

The more details you find the better leads to find the culprit

[Tanushree Maiti]

Hi @nandini29 

First, you need to understand the user creation process in your instance, including the source of user creation.
It is likely not being created manually.

There may be a scheduled job, flow/workflow, or an automated sync process (for example, Azure AD sync). You should review these areas.

If you are using Import Set API then validate the field mapping for caller field. Choice action should be Ignore/Reject instead of Create

An automated source is creating the user, so you need to identify and validate the conditions under which the user should be created.