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

[-O-]

While the documentation is not explicit on this, I believe it is not possible to use scripted field map as coalesce except if the target field is sys_id. So I'd try to either only coalesce by object GUID - it's like a sys_id, it will be globally (like universally) unique (hence the G in GUID), no need to coalesce by company too, or to create a new scripted field mapping targeting sys_id where you'd look up the correct record using a GlideRecord query and filtering by company and object GUId.