Configuring Provisioning for ServiceNow UD

This guide provides the steps required to configure Provisioning for ServiceNow.

This guide provides the steps required to configure Provisioning for ServiceNow and includes the following sections:


The following provisioning features are supported:


Before you configure provisioning for ServiceNow:

  1. Make sure you have configured your complete Base URL under the General tab:


  2. Configure your Sign-On options on the next tab:


  3. Click Next to take you back to the Provisioning tab:


Configuration Steps

Configure your Provisioning settings for ServiceNow as follows:

  1. Check the Enable API Integration box.

  2. Enter your ServiceNow API Credentials:

    • Admin User Name: Enter a ServiceNow username with administrator permissions for your organization.

    • Admin Password: Enter a password for your administrator account (above).

    • Validate the credentials by clicking Test API Credentials.


  3. Select To App in the left panel, then select the Provisioning Features you want to enable.

  4. You can now assign people to the app (if needed) and finish the application setup.

List of Default Attributes

You can check your default attributes in Directory > Profile Editor>APPS section in the left navigation pane, then find your app in the list:


The total count of default attributes is 20.

Base Attributes


Custom Attributes


Schema Discovery

You can now provision custom attributes to ServiceNow with Schema Discovery.

To add extra attributes to a User’s Profile, follow the instructions below:

  1. In Okta, from the Admin dashboard, select Directory > Profile Editor.

  2. Select the APPS section in the left navigation pane, then find your app in the list.

  3. Check the list of attributes, and if you decide you need more, click Add Attribute. A list of extended attributes will appear:

  4. Select the attributes you want to add (for example Home Phone), then click Save.

  5. servicenow_new_8.png

  6. The added attribute(s) should be present after refreshing the page in the list of Custom. You can now import and push these user attribute values to/from ServiceNow.

  7. servicenow_new_9.png

  8. You can now create mappings for your custom attributes:

  9. servicenow_new_10.png


Active Directory Mapping Notes

There are predefined Active Directory (AD) mappings for certain fields that are not modifiable and used only in cases where AD is configured as the source.


In case the AD.managerDn value does not exist in ServiceNow and was set in AD for a certain user, the manager field value for this user will have the old value in ServiceNow.

Active Directory Mapping Steps

Manager/Assistant Functions


Gets the manager’s Okta user attribute values


getManagerAppUser(managerSource, attributeSource).$attribute

Gets the manager’s app user attribute values for the app user of any appinstance

getManagerAppUser("active_directory", "google").firstName


Gets the assistant’s Okta user attribute values


getAssistantAppUser(assistantSource, attributeSource).$attribute

Gets the assistant’s app user attribute values for the app user of any appinstance.

getAssistantAppUser("active_directory", "google").firstName

Pass the correct app name for the managerSource, assistantSource, and attributeSource parameters.

Note: At this time, only active_directory is supported for managerSource and assistantSource.

Directory Functions

Function Description


Checks whether the user has an Active Directory assignment and returns a boolean


Finds the Active Directory App user object and returns that object, or null if the user has more than one or no Active Directory assignments

Custom Mapping

If you have custom mapping for your existent ServiceNow app.

If you map the custom attribute from Okta profile to a field that is hard-coded in the ServiceNow connector and not used by the org, then assign that hard coded field to the appropriate column name in ServiceNow - make this mapping manually for new ServiceNow app (as described in Schema Discovery).

For example, let's say there is a T-shirt Size attribute in the Okta profile. And the title attribute is not used by the org today:

  1. The customer maps the user.tshirt to ServiceNow appuser.title:


  2. In the Provisioning section of the ServiceNow app, the user then enters tshirt as the column name that title maps to.


  3. Now, (after adding attributes as described in Schema Discovery) it should looks like:


Migration Steps

Follow the steps below to migrate from ServiceNow Eureka and earlier versions, to ServiceNow UD-enabled:

  1. Disable provisioning for your old ServiceNow (at a minimum, turn off user deactivation under the Provisioning tab) instance.

  2. Configure your new ServiceNow UD app instance and enable provisioning it.

  3. Select Advanced: Configure Import Matching Rules, then in the EXACT IMPORT MATCH section, select Auto-confirm match from the When exact match found dropdown menu:


  4. Go to your new ServiceNow UD app instance and perform an import new user. All existing users will be auto-confirmed.

  5. After successful migration, disable your old ServiceNow app instance or hide it for end users to avoid confusion for having duplicated chiclets for ServiceNow on their dashboards.

Migration Notes


For example, assume there is a T-shirt Size attribute in the Okta profile. And the title attribute is not used by the org today (current behavior).

  1. Map the user.tshirt → ServiceNow appuser.title:


  2. In the Provisioning section of the ServiceNow app configuration, enter tshirt as the column name that title maps to:


    This results in the following:



  1. If the ServiceNow app contains two users with different User IDs and the same email (for example email=test_email@test.com), and we try create user with the same email and username (for example Okta UserName=Okta email = test_email@test.com) from Okta side, we will see the following error:



  2. In ServiceNow UD.1.0.4 version, the Time Zone user property was moved to user group level: once the ServiceNow UD app is assigned to a user group, the admin can select the Time Zone value for all users in this group. Also the value now is populated from dropdown list instead of regular text field as before.

    The change above will be applied for all applications created with new connector version. For existing connectors there are two options:

    • Ask support to migrate UD schema for this app to updated version. Note that all imported custom user attributes will be dropped and you should re-add them and re-import users to fetch attributes data from ServiceNow.

    • Continue using connector without update.

    To determine if you have the Time Zone attribute on group level, try to assign the ServiceNow application to a user group:

    No Time Zone (old version):


    With Time Zone (new version):


What's New

Comparing with the ServiceNow - Eureka and later releases app, the following are new: