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.

[Pradeep Thipani]

Hi @nandini29 ,

User ID is not an mandatory field from data policy or UI Policy. So in user table without User ID new record will gets inserted in user table. So, I recommend you to go through Azure AD integration how its configured.

Thanks,

Pradeep

[Ankur Bawiskar]

@nandini29 

Did you check in history calendar if some user updated the User IDs?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[nandini29]

Hi @Ankur Bawiskar thanks for your response.
We wont update the user id's in ServiceNow directly, if user id is empty we are going to provision those user's in azure after provisioning the user id's will be automatically updated in ServiceNow

[Rafael Batistot]

Hi @nandini29 

These users are active in ServiceNow but missing User ID (user_name) because the Azure → ServiceNow integration is not populating that field. In Azure AD, the value exists (usually userPrincipalName), but the field mapping or matching rule in ServiceNow was misconfigured or skipped, so ServiceNow created/kept active users without filling user_name.

Fix:

• Update those records in ServiceNow with the correct user_name from Azure AD (normally the UPN).
• Correct the integration mapping (Import Set/Transform Map or SCIM field mapping) so that userPrincipalName → user_name is always set going forward.

[Bhuvan]

@nandini29 

Go to Application Navigator -> Multi Provide SSO -> Administration -> Properties

Only the field that is set here is mandatory. For example, if you are using email, then user ID is not mandatory. 

Refer Identity Provider IdP flow that could help to understand further,

https://www.servicenow.com/docs/bundle/yokohama-platform-security/page/integrate/authentication/conc...

If update to Azure AD user record is not syncing with ServiceNow sys_user table, review the issue with Azure AD Administrator and confirm integration is configured as per below link,

https://learn.microsoft.com/en-us/entra/identity/saas-apps/servicenow-provisioning-tutorial

Use below for troubleshooting any sync issues and review field mappings in AAD,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0789085

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan