OKTA User Provisioning overriding User fields (e.g: phone number) on 'sys_user' table whenever changes are made on Okta sideIssue User fields in 'sys_user' table in ServiceNow were being overwritten even after the sync was disabled in the Okta User Provisioning configuration. The overwrite was observed to be triggered by other user attribute changes, such as a title change. Symptoms The affected field(example: phone number) overwrites are driven by the Okta's service account during user attribute synchronization, even though the phone number sync was disabled in the Okta User Provisioning configuration. Release ANY Cause This is caused by Okta User provisioning, not ServiceNow. This is Out of Scope for ServiceNow. Resolution 1. ServiceNow does not manage user attribute synchronization; the CRUD operations modifying the phone number originate from the Okta side, making Okta the system of record for these attributes. 2. The behavior is controlled by the Okta environment and its service account settings, indicating the issue lies outside ServiceNow's control. Next steps: 1. Coordinate with your OKTA administrator to review the service account permissions and sync configuration on the Okta side to investigate why the disabled sync setting is not being honored. 2. Verify that the OKTA service account is not inadvertently pushing updates to the unwanted field during user attribute synchronization. 3. Confirm with the OKTA team that the synchronization process aligns with the configured settings for the affected user attributes.