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User provisioning fails only for one user

Sooriya3
Giga Guru

‎06-13-2025 02:29 AM

Hi.. we have setup user provisioning from AD in UAT and PROD. I am facing an error only for one user. All other user provisioning is working fine. What could be wrong? For this user, we tried onDemand provisioning from Azure

 

 

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Abbas_5
Tera Sage
Tera Sage

‎06-13-2025 04:14 AM

Hello @Sooriya3,

 

If user provisioning fails for only one user in ServiceNow, the issue is likely related to a mismatch between the user's attributes in the identity provider (IDP) and ServiceNow, or a problem with the user's ServiceNow account. Common causes include incorrect email address mappings, missing ServiceNow user records, or issues with role assignments. 
 
Troubleshooting Steps:
  1. 1. Verify User Existence and Attributes:
    • Ensure the user exists in both the IDP (e.g., Azure AD) and ServiceNow. 
       
    • Check that the user's email address or unique identifier (e.g., userPrincipalName in Azure AD) is consistent between both systems. 
       
    • Verify that the user's attributes (e.g., department, location) are correctly mapped between the IDP and ServiceNow. 
       
  2. 2. Review ServiceNow User Record:
    • In ServiceNow, locate the user's record in the sys_user table. 
       
    • Check if the user has the necessary roles and permissions for the applications they need to access. 
       
    • Confirm that the user's email address and other attributes are correct in the ServiceNow record. 
       
  3. 3. Check IDP Configuration:
    • Review the IDP's (e.g., Azure AD) configuration for the ServiceNow application. 
       
    • Ensure that the "Automatically Provision User" setting is enabled. 
       
    • Verify the attribute mappings between the IDP and ServiceNow. 
       
    • Check if any specific user-based rules or filters are configured in the IDP that might be causing the issue. 
       
  4. 4. Examine Provisioning Logs:
    • Check the provisioning logs in ServiceNow for any errors or warnings related to the failing user. 
       
    • Review the logs for details about the provisioning process, including the steps taken and any errors that occurred. 
       
  5. 5. Test Connection and Credentials:
    • In the ServiceNow admin console, test the connection to the IDP to ensure that the credentials and configuration are valid. 
       
    • Verify that the ServiceNow account used for provisioning has the necessary administrative permissions. 
       
  6. 6. Consider Group Provisioning:
    • If the issue involves group memberships, ensure that the user's group memberships are correctly synchronized between the IDP and ServiceNow. 
       
    • Review the group provisioning settings in both systems to ensure that they are configured correctly. 
       
Additional Tips:
  • Use the "Test User Provisioning" feature: If available in your ServiceNow instance, use this feature to test the provisioning process for specific users. 
     
  • Consult ServiceNow documentation and community forums: Refer to the official ServiceNow documentation for detailed information on user provisioning and troubleshooting. 
     
  • If the issue persists, consider opening a support ticket with ServiceNow Support for further assistance . 


    If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in future it will be helpful to them.

     

    Thanks & Regards,

    Abbas Shaik

     
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