We have successfully implemented the ServiceNow service desk integration and are able to create tickets without issues. However, we are encountering a problem when the identity attribute is updated, which triggers an update ticket. For instance, when a user is onboarded from a Workday-based birthright role, an AD account is created. During the creation of the AD account, the SAMAccount is generated. Simultaneously, a ticket from another flat file source is created in ServiceNow.
The issue arises after the AD account is created and the SAMAccount is generated, which results in an update to the ADSAM identity attribute in ISC. This update, in turn, generates an update ticket with the SAMAccount value, despite having an update policy in place.
We need assistance in preventing the generation of update tickets when any identity attribute changes. Does anyone have an idea how to fix this issue?