ServiceNow Manager Attribute Is Blank After Provisioning From Okta
Last Updated:
Overview
The manager attribute for users is blank or null in ServiceNow after Okta provisions the user because ServiceNow expects the attribute in a specific format. Modifying the attribute mapping using the Okta Expression Language (OEL) resolves the formatting issue. Okta provisions other user attributes successfully, and no errors appear in the Okta System Log.
The default Active Directory (AD) sourced mapping for the manager attribute from Okta to ServiceNow appears as follows.
Applies To
- Okta Identity Engine (OIE)
- Okta Classic Engine
- ServiceNow Okta Integration Network (OIN) Application
- Provisioning
- Okta Expression Language (OEL)
Cause
ServiceNow expects the manager attribute to be in the firstName lastName format (for example, John Smith). This issue occurs if the source attribute from a directory, such as Active Directory (AD), is in a different format (for example, Smith, John). ServiceNow rejects the incorrect format and leaves the manager field blank.
Solution
How is the manager attribute mapping modified?
Modify the attribute mapping for the manager field in the Profile Editor to ensure it uses the Okta Expression Language (OEL) to format the name correctly.
- In the Admin Console, go to Directory, and then select Profile Editor.
- Find the ServiceNow application profile and select Mappings.
- Select the Okta to ServiceNow tab.
- Locate the manager attribute in the ServiceNow column.
- Enter the following expression in the mapping field:
getManagerUser("active_directory").firstName + " " + getManagerUser("active_directory").lastName- Select Save Mappings and apply the changes when prompted.
NOTE: Okta provides Okta Expression Language (OEL) expressions as-is. Test all expressions thoroughly in a preview environment before deploying to a production environment.
