When Manager field is empty in Azure it is not making the manager field blank in ServiceNow.

sujan0119
Tera Expert

3 weeks ago

Hi All,

We have faced an issue with Azure and ServiceNow user provisioning. When the user's manager is updated to another manager in Azure, it updates in ServiceNow, but when the manager field is set to empty, it does not make the field blank in ServiceNow. I have searched in our instance regarding the configuration but can't find anything done on the ServiceNow end. Please help

0 Helpfuls
  • 394 Views
2 REPLIES 2

carlosers
Tera Contributor

3 weeks ago

Hi! By default, ServiceNow ignores null values ​​during integrations to prevent accidental data deletion.

To resolve this, follow these steps:
1. In ServiceNow, navigate to the Transform Map for the Azure integration.
2. Check the "Copy empty fields" box and save.
3. Check the Field Map for the "manager" field to ensure there are no scripts preventing the field from being cleared.
4. Run a test using Azure AD "Provision on demand" to confirm the field is correctly cleared.

If you encounter different behavior when applying these steps, or if the integration uses a specific method (e.g., IntegrationHub or Service Graph Connector instead of a Transform Map), please let me know the exact integration architecture so we can adjust the solution!

Note: Before making any changes in Production, apply the fix in your development or test environment.

KB0745278 — Cannot clear out field values during update via Import / Transform Map
KB0540199 / Product Documentation — Using NULL or Empty Values in Transform Maps

0 Helpfuls

sujan0119
Tera Expert
In response to carlosers

3 weeks ago

Hi @carlosers ,

 

We are not using any transform maps in ServiceNow to map the data. The mappings are in Azure. I think I found the solution
We found the KB article
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2556743

0 Helpfuls