Okta Manager Attribute Fails to Sync to ServiceNow During Provisioning

A manager attribute fails to sync to ServiceNow because the ServiceNow Universal Directory (UD) account that creates the API connection lacks administrator permissions. Update the ServiceNow API credentials with an administrator account to resolve the issue. During provisioning, the manager attribute fails to sync to ServiceNow despite the Okta System Log showing a successful profile push. Okta sends the manager attribute value in the format ServiceNow expects, which is the firstName lastName format.

• Okta Identity Engine (OIE)
• Okta Classic Engine
• ServiceNow Universal Directory (UD)
• Provisioning
• Manager Attribute

The ServiceNow UD account that creates the API connection does not have the correct permissions in ServiceNow. The ServiceNow account requires administrator permissions for the organization.

What steps are required to update the ServiceNow API connection with administrator permissions?

Update the ServiceNow API credentials in the Okta Admin Console using an administrator account, then verify the profile push.

1. Navigate to the Okta Admin Console.
2. Go to Applications > Applications > ServiceNow UD > Provisioning > Integration.
3. Select Edit.
4. Enter the ServiceNow API Credentials:
   • Admin User Name: Enter a ServiceNow username with administrator permissions for the organization.
   • Admin Password: Enter the password for the administrator account.
5. Select Test API Credentials to verify the connection.
6. Select Save.
7. Push the profile update that includes the manager attribute change, and verify that the manager attribute syncs to ServiceNow.