How do you manage user account where the user has had a name change?

[riskay123]

I am hoping to understand the best way to manage user accounts when the user has had a name change. 

In our organisation users are created in Azure/Entra and synced through to ServiceNow. This was set up by our support vendor at implementation many years ago. When a user changes their name, we update the existing user record in Azure to the amended name (usually last name), username and email address. However, I have noticed that this does not update the existing record in ServiceNow but creates a second user record. Both records have the same name (new name) but the user ID's are different.

How does your organisation manage name changes in ServiceNow? What is best practice for this scenario? Now that I have stumbled across these records is there a way to merge two accounts so any tickets, they have already created with their old account will be associated with the new account?

[Harish KM]

Hi @riskay123 The best practice is that it is the job of source system to provided updated user details to Servicenow, in your case it is sending as a new record instead of updating the existing user details which is the gap in your integration, you need to fix this, instead of Post they need to update the record by looking at user id or email id which will be unique depending on which field to use in your company.