Entra ID user provisioning - Location mapping not working

[Lowell Coleman]

We need to map the user's Entra ID officeLocation to ServiceNow. We are a multi-tenant instance so we can't use "Direct" mapping since we could have multiple location with the same name and ServiceNow will associate the first record that matches regardless of what company it's associated with. Sure, we can build an import set and configure transform rules but we want to set the location using EntraID user provisioning.

We've gotten it to work with 'Department' using an expression and something like 

• ServiceNow 'Department' is <Company Name> - <Department Name>
• In Entra ID, Mapping type = Expressions with value Append(“Client Name – “,[department])

With that school of thought we have

• ServiceNow 'Location' is <Company Name> - <Location Name>.
• In Entra ID, mapping type = Expressions with value Append(“Client Name – “,[physicalDeliveryOfficeName])

Like I said, we can map departments but not the user's officeLocation.

Any ideas?

[Todd Goodhew · Accepted solution]

We solved it by having Entra pass the department in a custom field we added to the Company table.  Then we have a business rule that handles the proper creating/updating of the actually department record and finally setting that value on the users record.

[Lowell Coleman]

We got 'Department' to map to the correct field with this.

• ServiceNow 'Department' is <Company Name> - <Department Name>
• In Entra ID, Mapping type = Expressions with value Append(“Client Name – “,[department])

But using the same logic, it's not working for 'Location'.