Import a reference field in the user table

[jaubert]

Good Morning,

I'm looking for assistance with mapping a reference field in our user table.  My company uses the OKTA integration to import our users.  I noticed the other day that our location isn't being pulled in.  I created a custom table with all of our "branch locations" and referenced the "u_branch_number" within the user table.  In the okta mappings our admin has mapped the location in ad with the servicenow reference field u_branch_number.  It looks like all other fields are being pulled over except that one and it's the only different field type.  I was not apart of the initial configuration so I am not sure what or how things have been set up.  Can anyone assist on where I should be looking or how to resolve this issue?

This is the screenshot I was provided with.

[Allen Andreas]

Hi,

What does the department number look like within AD for a given user, does it contain a display value what would match a value on the u_brand_number table?

Since this is a custom table, did you assign a "display" field for that table? If not, you'd want to navigate to that table and set the display column "true" for a specific field.

Ideally, it would be nice to utilize the "location" table out of box and then just create a branch number field on that table, if needed.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[jaubert]

Thanks for your response Allen.  And thank you for the suggestion, I am not sure what the reasoning was behind them creating a custom table.  I can look into seeing what would be needed to change it over to the location table in the future.

The value from AD is "Atlanta GA 123" and there reference field display value u_branch_number is "123".  But the branch name on the table is "Atlanta GA 123".

[Allen Andreas · Accepted solution]

Hi,

So, this looks like it's not matching up because the branch number is 123, but the value AD pushed to Okta, which then Okta pushes to ServiceNow is not that.

Can you try changing your display value for that table to the "name" field, instead, and see if that helps sync everything up?

If you're Okta admin is using the ServiceNow UD App then it takes a bit of the "mapping" strength away from ServiceNow so there tends to be a bit more difficulty in getting things sync'd 100% sometimes.

I don't know if you have Okta admin access yourself or not and could look into things, but the values from the reference table you're pointing to for your branch number, should exist in Okta and that admin could see them. Meaning, if they navigate to a user record, for example, look at their profile and their field that you're using for the branch number, I believe there would be selections there, if it's sync'd up properly or they could type an example like: 123 and see a selection pop-up. This only helps show that ServiceNow has pushed the values into Okta, but it helps confirm your data.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[jaubert]

Thank you so much for being so detailed in your response.  I will get with my admin and see if we can get this resolved. 🙂