Using SCIM Extended Schema of User for department.name is not mapping User to a Department - Support and Troubleshooting

Using SCIM Extended Schema of User for department.name is not mapping User to a Department Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The SCIM extended schema for User is not mapping the User to a Department using the department.name attribute.

Symptoms .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } - User record is created but the Department field is missing. - Using the department.name attribute in the SCIM request does not populate the Department field in the User record.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } NA

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } 1. Navigate to " https:// service-now.com/api/now/scim/Schemas " and search for 'id: "urn:ietf:params:scim:schemas:extension:servicenow:2.0:User"' get to the department section's sub-attribute "name", we will find that its mutability is set to "readOnly".

"name": "department", "type": "complex", "subAttributes": [ { "name": "name", "type": "string", "multiValued": false, "description": "The name of the department.", "required": false, "caseExact": false, "mutability": "readOnly", "returned": "default", "uniqueness": "none" },

Since it is read-only, this field is ignored during user creation. However, if we provide the sys_id of the department in the "value" attribute (which is readWrite), the user will be correctly mapped to the corresponding department."

{ "name": "value", "type": "string", "multiValued": false, "description": "The id of the User's department.", "required": false, "caseExact": false, "mutability": "readWrite", "returned": "default", "uniqueness": "none" } 2. department.name is available in the out of the box (OOTB) extension schema, however it is a read-only field.

3. Hence, to workaround this, create a custom SCIM extension schema to handle the department.name attribute.

4. The custom extension schema should have the mutability of the attribute set to "readWrite".

"id": "urn:ietf:params:scim:schemas:extension:servicenow:custom:2.0:User", "name": "CustomUser", "description": "Custom schema for User", "attributes": [ { "name": "departmentName", "type": "string", "multiValued": false, "description": "Department Name", "required": false, "caseExact": false, "mutability": "readWrite", "returned": "default", "uniqueness": "none" }, 5. Update the RTE mapping to use the custom departmentName field instead of the OOTB department field.

6. Ensure that the ETL Entity field for the scim-user entity points to the custom.departmentName field.

7. Population of department can be achieved using the below SCIM customisation documentation:

https://www.servicenow.com/docs/bundle/zurich-platform-security/page/integrate/authentication/concept/scim-customisation.html#d203584e54

8. It is required to create SCIM extension schema, ETL fields, update RTE mapping of 'Department' with new 'Department Name'.

Note: It is recommended not to keep multiple rte mapping for same field. (department)

9. Sample schema JSON for SCIM Extension schema (Custom User Schema)

{ "schemas": [ "urn:ietf:params:scim:schemas:core:2.0:Schema" ], "id": "urn:ietf:params:scim:schemas:extension:servicenow:custom:2.0:User", "name": "CustomUser", "description": "Custom schema for User", "attributes": [ { "name": "departmentName", "type": "string", "multiValued": false, "description": "Department Name", "required": false, "caseExact": false, "mutability": "readWrite", "returned": "default", "uniqueness": "none" } ] }

10. Request Structure with patch operation that can be tested from REST API Explorer:

{ "schemas": ["urn:ietf:params:scim:api:messages:2.0:PatchOp"], "Operations": [ { "op": "add", "value": { "emails": [ { "value": "user@example.com", "type": "work", "primary": true } ], "urn:ietf:params:scim:schemas:extension:servicenow:custom:2.0:User": { "departmentName": "Finance" } } } ] }

OR

{ "schemas": ["urn:ietf:params:scim:api:messages:2.0:PatchOp"], "Operations": [ { "op": "replace", "value": { "emails": [ { "value": "user@example.com", "type": "work", "primary": true } ], "urn:ietf:params:scim:schemas:extension:servicenow:custom:2.0:User": { "departmentName": "Finance" } } } ] }

11. Please set the Coercion Action to either Ignore or Reject, based on the requirement for the respective ETL Entity field.

13. Please note, this has to be thoroughly tested on sub prod instances before applying any customisation in production with respect to functionality.