User resolution rule fields

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of User Resolution Rule Fields

    The User Resolution Rules page in ServiceNow enables you to create rules that link the User field in the Software Subscription table to corresponding users in the User table. This functionality is essential for managing software subscriptions effectively within the ServiceNow AI Platform.

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    Key Features

    • Display Name: Identifies the user resolution rule.
    • Active: Checkbox to enable or disable the rule.
    • Category: Defines the integration profile category, defaulting to SaaS.
    • Source Table: The table containing subscription records, specifically the Software Subscription table.
    • Look Up Table: Automatically set to User.
    • Applies To: Integration profiles affected by the rule, applicable if SaaS is selected.
    • Source Field: A field from the Software Subscription table used for matching against the User table, with options like User principal name or External user id.
    • Source: Indicates whether the rule is created manually or by the Now Assist skill.
    • Look Up Field: The field used for matching with the Source field value, requiring exact matches.
    • Apply Transform on Input: Options to modify the Source field value including domain handling and script execution.
    • New Domain: Specifies a new domain when replacing the domain in email addresses.
    • Script: Allows administrators to customize logic for complex mappings.

    Key Outcomes

    By utilizing User Resolution Rules, ServiceNow customers can ensure accurate user mapping for software subscriptions, thereby enhancing the efficiency of subscription management. Users can expect improved subscription resolution based on clear rules, reducing the risk of errors and ensuring that user information is consistently aligned. This leads to better resource management and service delivery.

    Fields on the User Resolutions Rules page help you create a rule to map the User field in the Software Subscription [samp_sw_subscription] table to an associated user in the User [sys_user] table within the ServiceNow AI Platform.

    Table 1. User Resolution Rules
    Field Description
    Display name Name of the user resolution rule.
    Active Option for enabling the user resolution rule.

    If this check box is cleared, this rule isn't applied to resolve user subscriptions.
    Category Category of the integration profile that the user resolution rule applies to.
    • SaaS
    • SSO

    By default, this field value is set to SaaS.
    Source table Table that contains subscription records.

    Select Software Subscription [samp_sw_subscription].

    This field appears only when SaaS is selected from Category.
    Look up table This field is automatically set to User.
    Applies to One or multiple integration profiles to which the user resolution rule applies to.

    This field appears only when SaaS is selected from Category.
    Source field A field in the Software Subscription [samp_sw_subscription] table used for lookup against the User [sys_user] table, such as User principal name and External user id.

    As other columns might not contain sufficient data, select either User principal name or External user id.

    This field appears only when SaaS is selected from Category.
    Source

    Indicates if the rule is created manually or is automatically created by the SaaS user resolution Now Assist skill.

    If the AI indicator appears next to the field and the value populated is Now Assist, it signifies that the rule is automatically generated by the SaaS user resolution Now Assist skill.

    I
    Look up field The field against which you want to match the Source field value.
    For example, if you select User principal name in Source field and Email in Look up field, Software Asset Management tries to match these two fields. The match must be exact. If it isn’t, you can change the value to User ID in Look up field.
    Note:
    User resolution rules created for non-indexed Look up fields in the sys_user table are automatically marked as inactive. This applies to both manually created and AI-generated user resolution rules.
    Apply transform on input Option to apply transformations to the Source field value.
    • None: The Source field value is matched exactly with the Lookup field value.
    • Remove domain: If you have selected Email in Look up field, the first part of the email address (before the @ symbol), which is the User ID or name, is matched with the Source field value.
    • Replace domain: When you have selected Email in Look up field and you want to replace the domain name, that is, the second part of the email address (after the @ symbol). For example, replace example.com with exampletest.com.
    • Run script: This option is available only to administrators for updating the script.
    New domain The new domain that you want to add after the @ symbol when Email is selected in Look up field.

    This field appears only when Replace domain is selected from Apply transform on input.
    Script
    Important:
    This field is available only to administrators.

    If the mapping still fails after replacing or removing the domain or the logic is complex, the script can be updated to achieve the desired result.