Intermittent personal email/home address not populating from workday integration

[salemrajpau]

Hi Team,

I’m facing an intermittent issue with the ServiceNow Workday HR Integration.

Issue:

* Personal Email and Home Address are occasionally blank in the HR Profile after the Workday integration runs.

* The issue is intermittent—it does not occur for all workers or every execution.

What I’ve verified:

* Workday connectivity is successful.

* The OOTB Run Workday Service / Get Workers Service flow completes successfully.

* Transform Maps and field mappings have been reviewed.

* OOTB scripts and Script Includes related to the Worker import were reviewed, but nothing explicitly clears these fields.

* Job Profile integration is working as expected; the issue is only with certain Worker Profile records.

Question:

Has anyone experienced intermittent blank values for Personal Email or Home Address during the Workday Worker import? Are there any known OOTB conditions, staging table behavior, or data-specific scenarios that could cause only certain records to lose these values?

Any suggestions on additional areas to investigate would be greatly appreciated.

• Thank you!

[Tanushree Maiti · Accepted solution]

Hi @salemrajpau 

Could you please confirm whether this Workday integration is using:

1. Workday Spoke, or
2. Workday Integration Profile?

Intermittent issues that cannot be reproduced in the non-production environment are typically very difficult to troubleshoot.

In many such cases, the root cause could be related to ServiceNow performance.

I recommend logging a Hi ticket with your ServiceNow vendor and including the details of the most recent record(s) where you observed the discrepancy. The ServiceNow team can review the backend logs and help identify the root cause (RCA).

[salemrajpau]

We are using the workday integration profile.

[Tanushree Maiti]

Hi @salemrajpau 

When I worked on it, we received a large volume of SAM usage data from Workday. At that time, we did not find any data discrepancies ( means post data reconciliation, SAM team did not reported anything).

Therefore, I would recommend taking assistance from the ServiceNow vendor to investigate the issue further.