Azure AD Tenancy Migration impact to SSO Users

[Chris Ainger]

Hi, We are about to migrate all of our staff from our current Azure AD tenancy (local to our region) to our parent company's global tenancy. We have Azure SSO Provisioning in to our ServiceNow and will have the same in the global tenancy.

I am struggling to find what the impact will be to our current ServiceNow users. My fear is that users will be provisioned again with a new ServiceNow user entity with none of their Incidents, Requests, CI's, etc linked to the new account.

Has anyone been through such a migration? How did you avoid the above scenario where a duplicate user was created, etc?

If anyone has any documentation or anything, it would be greatly appreciated.

Hopefully I have asked this question in a way that is understandable!

[Thomas Bohan]

Hi Chris, I am potentially in the same boat where I need to connect multiple Azure AD tenancies to ServiceNow with a view to merging those tenancies in the future and am worried that "duplicate" user record will be created where will have a Jane Doe from the old tenant and a Jane Doe from the new tenant. 

So just wondering if you have any further insight since you logged this here.

Regards,

Thomas

[Chris Ainger]

Hi Thomas, Unfortunately the help I got from ServiceNow themselves was rather lacking. When we merged the 2 Azure tenancies, we ended up with duplicated records.

We engaged a vendor to assist in realigning the data behind each user record. They created a script I could run that moved all data from one user record to another user record (including Incidents, Requests, Changes, Configuration Items, Reports, Dashboards - basically everything).

I wish you luck but we found it unavoidable to not have duplicated users. I would suggest you have a script like the above ready to go before the merge, the 3-4 weeks of having duplicate users was quite difficult, especially for the Technicians.

I hope this helps!

[Thomas Bohan]

Hi Chris, 

Thanks for letting me know - much appreciated - good heads up for us.

At least we now know that duplicate user record will be created, and that a script to relink the records with the new user ids is possible.

Cheers, Thomas