User is active without uer ID in ServiceNow

[nandini29]

Hi Everyone

We have encountered an issue where certain users in ServiceNow are marked as active but do not have a corresponding User ID populated. As part of our provisioning process, we typically reference the User ID before proceeding with account creation in Azure.

However, upon validating with the Azure team, it was confirmed that the User IDs in question already exist in Azure Active Directory and are marked as active. This discrepancy has created confusion, as we are unable to determine why these active users in ServiceNow are missing associated User IDs, despite being present and active in Azure AD.

I would appreciate any insights or assistance.

Thanks,
Nandini.

[Mark Manders]

You will need to provide more information about your setup. 

What is the source? Are you creating users in ServiceNow and integrating to AD, or is AD the source and are you updating ServiceNow? If you try to create users that already exist in AD (active), then you will run into the issue that AD doesn't accept it. But we need to know more about what is happening.

It sounds like a simple: we are trying to create a user that already has an account in AD. We don't know where these accounts are coming from.

[nandini29]

Yes there is a integration from azure active directory to ServiceNow. User will be imported from azure to ServiceNow

[Mark Manders]

Then you need to check what happened in the integration. For some reason the user id wasn't set.

[GlideFather]

Hi @nandini29,

if the information is coming from AD, what's the coalesce field in ServiceNow to determine whether that incoming info will be a creation of new user or updating an existing one?

It's possible that there was some of the ID already in use (users with similar names), do you have this checked?