Software Subscription record Mapping to user based on a different email

Jamesd251 — Wed, 08 Jul 2026 18:45:46 GMT

This seems to be something that should be already solved for but I sure can't find it.

We receive software subscription records from a SaaS provider, say Adobe. The UPN of the user on that record is different than what we have on the user record.

For example

On Subscription Record - UPN - Joe.Smith@xyz.com

On User Record email is - Joe.Smith-Murray@xyz.com

Based on the current functionality, the Subscription Record will not be matched to the User record because of this difference.

How can we make them map correctly?

I thought adding a secondary email to the notification devices would do it, that did not.

I tried creating a User Resolution Rule, but there is no Look Up Field option that lets me get to Notification devices. So no go there either.

This seems like a very common occurrence where emails on the user are different than what we're getting on the subscription record. Emails change from life changes pretty often.

Which is why I think this should be easily solved but I haven't found it, any help greatly appreciated.

Thanks!

Re: Software Subscription record Mapping to user based on a different email

dreinhardt — Fri, 10 Jul 2026 20:37:27 GMT

Hi @Jamesd251,

I agree with you, sometimes is annoying to have these multiple eMails for the same user. If possible I would try to work on the root cause, why the same records is added with different mails into the ServiceNow user table and the subscription portal. Maybe other tools are not in sync (HR, AD, ...)

If you would like to solve it based on the SaaS script, take a look into this.

The script "SAMSaasSubscriptionUtils" (table sys_script_include) is called when the subscription user data is processed and the following function is used (line 212)
This function referees to the following script "SAMSaasIntegrationUtils" (line 4, table sys_script_include)
This script contains the function "getsysuser" (line 199) to resolve the UPN with a sys_user records.

Here you can try to adjust the script to also include your second email field etc.

Best, Dennis

question Software Subscription record Mapping to user based on a different email in SAM forum

Software Subscription record Mapping to user based on a different email

Re: Software Subscription record Mapping to user based on a different email