SSO with OIDC issue with claims

[mathieu_brule]

Hi !

I'm actually trying to set up connecting users through an OIDC Identity provider.

Here's where I am : 

- I've configured the identity provider record through a well known configuration url

- I've configured the OIDC Provider configuration like below : 

When I try to connect with a test account, I fall down on the famous logout successful page.

I've debugged calls with the idp (thanks https://www.servicenow.com/community/community-resources/debugging-oidc-single-sign-on-feature-in-se...), and I see in logs my access token, and my id token.

I've decrypted the JWT through https://www.jwt.io/, and I got claims, (notably the sub claim), but no email claim. 

That's why I tried to focus on sub claim, to connect my user to Snow, but it doesn't work...

Where am I wrong ?

Thanks by advance for your help !

[pr8172510]

Hi mathieu_brule,

This issue is happening due to claim mapping mismatch, not the OIDC setup itself.

---

1. Root cause

• Your ID token does NOT contain email claim
• But your config is:

 User Claim = email

So ServiceNow:

• Tries to find user using email
• Fails → redirects to logout success page

---

2. Why sub is not working

You added sub, but:

• Lookup Field Path = user_name
• But sub value ≠ user_name in sys_user

 So mapping still fails

---

3. Fix (correct mapping)

You have 2 options:

---

 Option 1 (Recommended)

Update OIDC config:

• User Claim → sub
• User Field → User ID (or user_name)

 Then ensure:

• sys_user.user_name = sub value from JWT

---

 Option 2 (Better long-term)

Update IdP to send:

• email claim

Then:

• Keep User Claim = email
• Map to sys_user.email

 This is standard OIDC practice

---

4. Important check

Make sure:

• User exists in ServiceNow
• Field value EXACTLY matches claim (case-sensitive)

---

5. Quick validation

• Decode JWT
• Copy sub value
• Check in sys_user:
  • user_name == sub

[mathieu_brule]

Hi @pr8172510 

Thanks a lot for your feedback.

I have a test user I've created, with userID valued with the value of the sub claim, for testing (I will see later for getting back an email claim).

That's why I don't understand why it doesn't work.

I have following line in syslog : 

Unable to get user based on the claim defined for oidc_provider_configuration with sys_id=c8961e082f737250182bec1bcfa4e301: no thrown error

Please help 🙂

[pr8172510]

Hi @mathieu_brule,

Your issue is user lookup mismatch, not OIDC setup.

---

1. Root cause

• ServiceNow is reading sub
• But cannot match it to sys_user

That’s why:

Unable to get user based on the claim

---

2. Fix

Check OIDC config:

• User Claim → sub
• User Field → user_name

---

3. Validate user (very important)

In sys_user:

• user_name = exact value of sub

 Must match:

• Case-sensitive
• No spaces

---

4. If still failing

• sub may be UUID / different format
• Not suitable for user_name

Better approach:

• Get email claim from IdP
• Map:
  • User Claim → email
  • User Field → email

[Tanushree Maiti]

Hi @mathieu_brule 

Follow these articles/videos:

https://www.youtube.com/watch?v=Y8ml8R4r5nk

Create an OpenID Connect (OIDC) configuration for Single Sign-On (SSO 

Also check:

Creating an OpenID Connect (OIDC) configuration for Single Sign-On (SSO)

Creating an OpenID Connect (OIDC) configuration for Single Sign-On (SSO)