Username contains special characters in ActiveDirectory

sasadmin
Giga Contributor

‎04-24-2025 07:50 AM

Issue:

Until this week, ServiceNow has always shown my first name as Renée.

This week, it is now RenÅ@e.

 

Question: What changed and can it be fixed?

 

 

0 Helpfuls
  • 497 Views
4 REPLIES 4

Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-24-2025 10:15 AM

Hi @sasadmin 

Has any language plugin been activated over the weekend? It might be causing the issue. It’s better to log a new support case to investigate further.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

sasadmin
Giga Contributor
In response to Dr Atul G- LNG

‎04-24-2025 01:03 PM

Thanks, @terster - this appears to be an Active Directory issue. I will update once I know more.

0 Helpfuls

Ankur Bawiskar
Tera Patron
Tera Patron

‎04-24-2025 08:59 PM

@sasadmin 

did anything changed in AD?
I hope you are using LDAP to refresh user data.

Did you check the Active directory team?

Is it happening with all users?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
0 Helpfuls

sasadmin
Giga Contributor

‎04-28-2025 07:54 AM

In communicating with our internal IT team: 

"On further investigation, this issue is apparently a bug from the recent security patch from ServiceNow that is preventing the AD sync process from correctly reading non-English characters. They have a workaround provided, so I will open an incident and start working on the fix."