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Background:

Early on in ServiceNow implementation, somehow we used some bad sources of userdata. Bad in that there are netids in that data that are colliding with newer netids.

We have received at least five ServiceNow tickets with these kind of complaints since the beginning of ServiceNow go-live. The basic pattern is:

  • quite new netid conflicts with mystery netid already in Service Now
  • The legitimate netid is the one that was just created
  • The bad netid is the old one, and it has a create date older than Feb. 24, 2012
  • The legitimate netid is active=true
  • The bad net is active=true
  • Often both accounts have employer ids

An easy solution is to look for the duplicates, and go sanitize those out. Backeberg is concerned that there will be lurking netid collisions because the original imports had bad accounts.

We may need a superior algorithmic approach to go clean those out.

Here is one way to export a subset of the user table...

  1. Go to ServiceNow, ideally not PROD instance, and login as admin user.
  2. Navigate to application filter (top left corner), type in sys_user.list to dump the user table.
  3. This will find potentially 200k or so entries, and you cannot export that many accounts.
  4. Define a filter, which shows you a subset of users. Here's a way: "NetID starts with b"
  5. Apply that filter, which limited me down to 7715 hits
  6. Right click on the results page, along the column headers.
  7. You will get a new menu, with an Export submenu
  8. Pick CSV out of that list
  9. Choose to download the export

How to parse the export csv with a subset of the user table...

zuse:Downloads db692$ head sys_user_from_test_starts_with_b.csv 
"user_name","employee_number","name","title","source","u_facit","u_organization.u_department.u_division.u_id","u_organization.u_department.id","u_organization.u_id","active","mobile_phone","sys_created_on"
"b1912a","10793883","Brian Marshall","","","false","","","","false","","2012-02-23 11:43:23"
"ba2","10089420","Beatrice Abetti","","","false","D00609","G00806","872108","false","","2012-02-23 09:23:43"
"ba22","10097002","Barbara Amato-Kuslan","","","false","D03474","G01951","960003","true","","2012-02-23 09:24:22"

You want to look for the subset with colliding netids...

zuse:Downloads db692$ cat sys_user_from_test_starts_with_b.csv | awk -F, '{print $1}' | uniq -d | wc
      34      34     271
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