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.

[damodarreddyp]

hi @richard_sutterfield,

As you are using AD Services, if you have already created LDAP Transform maps for User Data, you can use Coalesce of multiple columns. More help can be found at below links:

LDAP transform maps

http://wiki.servicenow.com/index.php?title=Setting_up_the_LDAP_Import_Map#Setting_Up_a_Transform_Map...

With Regards,

Damodar

[richard_sutterf]

We'll investigate this. We were told in our set up training that we shouldn't change the coalesce value from the User ID to another value. That's why I think using the Emp ID number in conjunction with the User ID sounds reasonable. I'll share with our team and see what we can figure out. Thank you to everyone for your quick response and offers of assistance.

[alan_lowrance]

You can't coalesce on two different fields though unfortunately. The most you can do is coalesce on one and on the Transform logic of the LDAP sync you can have it check something else.

-Alan Lowrance

[David Christian]

Is the User ID field Unique?   If so then it shouldn't matter.

[Travers M]

While you were advised not to change your coalesce field, you're kind of going to have to unless you want this behavior to be repeated.   The only way you get around this is if you are part of the process or are notified when the employee name changes and you go in and manually update it before LDAP has a chance to create a new one.   If the security is a concern with the AD guid, you can always hide it and nobody needs to see it.     If you continue to coalesce on the user ID and they are OK with changing it in AD, then you will continue to get a new account when they change someones user name