Servicenow integration with github cloud

[mahesh85]

after successful implementation of Github cloud integration in ServiceNow

the user principle name not matching with 'sys_user' table in ServiceNow which results in user's field populating as empty on 'samp_sw_subscription' table in ServiceNow.

any suggestions/ideas are appreciated.

Thanks

[dreinhardt]

Hi @mahesh85,

please check the following KB article about this and how to adjust your mapping criteria.

KB1575150 - SAAS subscriptions user principals are not being resolved to the user despite being active in the

sys_user table

SAAS subscriptions user principals are not being resolved to the user despite being active in the sy...

Details

The Logic used to populate the user on the SAAS subscriptions is in script include "samSaasIntegrationUtils"

getSysUser: function (upn) {
gs.info("UPN is - "+ upn);
if (upn) {
var userGr = new GlideRecord('sys_user');

userGr.addNotNullQuery('email');
userGr.addQuery('email', upn);
userGr.orderByDesc('active');
userGr.setLimit(1);
userGr.query();gs.info("EncodedQ1 _ " + upn + " -- " + userGr.getRowCount() + " -- " + userGr.getEncodedQuery());
if (userGr.next()) {
gs.info('Test1-' +userGr.sys_id+"_"+upn);

return userGr;
}

Additional Information

This issue in mostly observed in the Domain Seperated Instance.

The integration profile is in different domain when compared to that of sys_user records which is why the mapping is not happening.

In order to resolve this issue, set up the integration profile in parent domain if they need access to users from all the child domain.

Best, Dennis