ServiceNow - OKTA integration

[User140988]

hi All,

I have a question regarding ServiceNow - OKTA out of the box integration.

I see that the fields from OKTA can be mapped to ServiceNow on a 1:1 basis and user provisioning is done. Question is how we transport the information on reference fields using the user provisioning, like the field "manager" which is referenced to user table.

Regards,

Chandana

[Cory CJ Wesley]

Did you ever find an answer to this?

[joshdonelson]

I realize this question is from last year, but I wanted to address it in case others came across the topic from a search. Also, chandz098 or cwesley if you would like to discuss more I'd be happy to answer questions.

The out-of-the-box integration for ServiceNow in Okta will 100% handle reference fields in the sys_user table when Provisioning new users. These are Manager, Department, and Location. The key is that the relevant tables need to be populated before the user is provisioned, so that the proper value can be picked from the list. For manager specifically, the lookup is for the manager user to already exist in ServiceNow. If the Location, Department or Manager that's being looked up doesn't exist yet, then that value is left blank on the user record that's currently being created by Okta - however, the user provisioning action still succeeds, and any text fields (FN, LN, UN, Title, Phone, etc) are still properly created.

It's not difficult to have Okta "refresh" each user record once the Location/Department tables are filled out, so you can updated existing users. That's in the deployment guide. Also, if you're just starting out your deployment, it's also very easy to unassign all users in Okta and re-assign them, after you've populated those tables - we don't delete users in SN (we only deactivate), so history is preserved, and when those users are reprovisioned from OKta those fields will be properly filled out.

Please drop me a line with other questions. Full disclosure - I work for Okta.

[Cory CJ Wesley]

Thanks joshdonelson!   I never expected an answer to this so it's a pleasant surprise to see one added.   I'm starting another Okta deployment soon so you might see me reach out if I have any other questions!

Cory

[adaml]

Josh, this is great info.. but just to clarify, does this mean that Okta could never CREATE corresponding Locations and Department records in ServiceNow Directly? They would always have to be populated manually (or via some other integration) for the Okta Provisioning Integration to set them on the User form?