User Field Empty SSO Software Subscription– Could This Be Due to Incomplete Entra ID Ingestion?

[Michyyy]

Hi everyone,

We’re seeing an issue in SAM Pro where some User fields in software subscription records are empty, even though users exist in sys_user.

Setup:

• Using SSO Integration Profile to bring in users from Microsoft Entra ID (Azure AD).
• Users are matched in SAM Pro via username / user ID.
• The SSO Integration Profile download runs:
  • Microsoft Entra ID - Download Users (Completed) = Created at 13-01-2026 10:43:50 - 13:01-2026 11:24:40
  • Microsoft Entra ID - Download Groups (Failed - Socket Error) = Created at 13-01-2026 11:24:40 - 14:01-2026 00:38:32
  • Microsoft Entra ID - Download Users (Completed) = Created at 14-01-2026 02:40:19 - 14-01-2026 02:43:17
  • Microsoft Entra ID - Download Groups (In progress) = Created at 14-01-2026 02:43:19 - 14-01-2026 02:43:19
• Some empty-user records have first name / last name in the imported data.

Understanding:
It seems the empty User fields are due to incomplete ingestion from the SSO Integration Profile, not a mapping issue or sys_user problem.

Question:
Can anyone confirm if an incomplete or failed SSO Integration Profile run can result in empty User fields in SAM Pro? And are there recommended steps to safely fix these missing users?

Thanks for any insights!

[Tanushree Maiti]

Hi @Michyyy ,

Check a sample software subscription record's (where user  is empty)  User principal name(UPN) and check if same UPN exist in  Sys_user email field or not.

Confirm it. Then I can help you with next step.

[Michyyy]

Hello @Tanushree Maiti , I checked and the UPN does not match the email, but it does match the user ID, which is what we use. We have already established the user resolution rule

Rule:

Category: SSO

Source table: Software subscription

Source field: user_principal_name

Look up table: Sys user

Look up field: user_name

[MichelleS384771]

Hello @Tanushree Maiti, we checked and found that the UPN doesn’t match the email in sys_user, but it does match the username/user ID, which is what we use. The user resolution rule is already set up.

Category: SSO

Source: Manual

Source table: samp_sw_subscription

Source field: user_principal_name

Look up table: Sys_user

Look up field: username

[Tanushree Maiti]

Hi @MichelleS384771 

Okay.

Another thing just confirm, for you in UPN , are there some UPN which is having r1 / r2/ r3/ ../r9 after '@' ( (before domain name starts).

Search UPN field with *@r

Based on your confirmation, will update  the solution.