ServiceNow User name change help

[richard_sutterf]

Hello, all. Newbie here. Just went live with ServiceNow over here at Arlington ISD. We're trying to figure out the best way to deal with users that change last name and thus change their user ID.   We synch with Active Directory managed by another department, so we just get a new record added to our user's table without any notice when AD changes an employee's name. We have an Employee ID number that is always unique, so is there a way to set up the synch to look at both the user ID and the Emp ID number before making a new record? Or any other way to manage these changes? Thanks.

[jshafton21]

You wouldn't want to look at both user id and employee id as you'll end up in the same situation. What you'll want to do is coalesce on the employee id. This will ensure that it updates if any data changes and if there's a new employee id in the system it will add a new record.

[David Christian]

If the Emp ID number is truly unique then you should be able to coalesce off that Emp ID number on the LDAP transform map then you should be fine.   I would just be careful with this coalesce field as sometimes there are issues.   Our issue came into we had two domains with both inputting users which made the Emp ID not unique in ServiceNow.

[alan_lowrance]

We've had good luck coalescing on the AD "guid" if you have contractors or vendors and stuff that have AD credentials but aren't really an "employee". That way they can get married or divorced and have new names but the guid stays the same unless you deprovision/delete an account and recreate for some reason.

-Alan Lowrance

[David Christian]

We considered this but it was turned down by our security team.   This puts the AD guid in an place other than AD and they said that could cause a vulnerability to AD.   I'm not a security person so I don't know much more about using the guid than that.