Netskope's 'Acting User' field not available for End User Lookup - Known Error

Netskope's 'Acting User' field not available for End User Lookup Description Issue - Netskope’s acting_user field not available for End-User Lookup

Netskope’s API contains two user-related fields -

acting_user(mandatory): The violator of the incident from_user(optional): The email/user ID used to log in (only available for certain events) In ServiceNow -

from_user field is mapped to the Sender attribute OOTB. acting_user is not mapped to any user field for end-user lookup. Since Sender is equivalent to violator in ServiceNow, it should be mapped to acting_user instead of from_user to ensure accurate user identification.

As a result, if from_user is missing, incidents in both Netskope and ServiceNow do not show any user details.

Steps to Reproduce

Generate an event in Netskope where from_user is not available. Check the incident details in ServiceNow. Observe that no user attribute is displayed. The acting_user field is present in Netskope but is not mapped to any lookup attribute in ServiceNow. Notice that end-user lookup fails due to the absence of Sender data. Workaround As a fix for this, we are providing an update set that maps the acting_user field to the Sender attribute in ServiceNow. This ensures that incidents without from_user data can be linked to the correct user using acting_user.

Note: - This update set is marked as 'replace_on_upgrade' true, ensuring that the update of the plugin to the next version is seamless and incorporates all these changes out-of-the box.