Duplicate records getting created in servicenow after an update in AD

[rin1]

Helo Experts,

Recently we are facing a different issue in Servicenow. When there is an update in User's profile like name or email in AD, a new record is been inserted instead of updating. For eg: A users surname was changed from Jodie Wyatt to Jodie Howland in AD, but after the import a new record was inserted in Servicenow. I have checked the coalesce field also, looks fine to me. Can anyone help me figure out the issue.

Thanks,

Rini

[Daniel Geraldi]

Try to check that all users profiles have the u_objectguid and company filled in correctly before change something in AD and if there isn't any spaces. If it's not filled, use other coalesce field to update all users first and then change back to u_objectguid again.

Just to make sure, if you have SSO enabled too, check if the "Auto provisioning" checkbox is checked or not.

https://docs.servicenow.com/bundle/rome-platform-administration/page/integrate/ldap/task/t_AutoProvisionLDAPUsers.htm

[rin1]

Hi Daniel,

Thank you for the reply. Based on the service now docs both the system properties 'glide.ldap.authentication' & 'glide.ldap.user.autoprovision' must be set to true for auto-provisioning to work. But in our instance, the below property is set to false. Any chance this creating an issue?

[rin1]

I need to clarify one more thing. There is a user profile in AD, the email says 'Lynette.Lawson@' but the logon name is 'Lyn.Lawson@'...But the colaesce is set to company and object GUID. Any chance this can create duplicate records in Snow.

Regards,

Rini

[Daniel Geraldi]

Maybe is a good ideia to use other fields as coalesce, I don't know your scenario but try with different fields and no scripted.

About the email, it make sense if we think that the email can be used to logon into the system so the email is a key to identify the user too. We know that is about the same user with different emails but to the system they are two different persons.