ServiceNow account rename issue

[kunal_saxena]

Hi,

We are integrating ServiceNow as a target application with Saviynt. One of the requirements is that when Remove Account task is created from Saviynt, it should rename the ServiceNow account instead of performing a delete. We have configured the RemoveAccount JSON in the connection accordingly and are able to perform the rename in target SNOW as well.

Issue: However, after performing account import we are observing an issue. Under the User > Account tab, 2 accounts are showing up for ServiceNow.

• 1st account is the original SNOW account with old name, that existed before we performed the rename (i.e., through Remove Account task). This account is in "Manually Suspended" state
• 2nd account is created after we have performed the rename and executed account import job. The account name is updated for this account.

FYI - In the account import mapping, we have mapped:

• SNOW user_name to account.name &
• SNOW sys_id to account.accountID

Correlation rule is as follows: user.username == account.customproperty5. Correlation is working as expected.

We are expecting that after performing rename & executing account import, there should be only 1 SNOW account for the user. The account name should be updated for this account

Please suggest on how we can resolve this issue.

Thanks,
Kunal

[NM]

Hi @kunal_saxena , for both the account is account id same?

[kunal_saxena]

Hi @NM - Yes, accountID is same for both accounts

[rushikeshvartak]

You need to keep account name as unique attribute may be keep email so it will resolve your issue.

[kunal_saxena]

Thanks @rushikeshvartak . Currently, the application team has asked us not to perform rename operation on Remove Account task. Therefore, we are moving this issue to our backlog. Will revisit if this requirement comes up again in future.

Thanks,

Kunal

[rushikeshvartak]

Great you can close thread