Information about how user data is updated in ServiceNow


Explanation

In ServiceNow, user data is pulled on a daily basis (early in the morning) from authoritative data sources, such as:

The records for all active students, faculty, staff, and eRaider account holders is then fed into the ServiceNow users table.

Each of the user fields updated daily from these authoritative sources is called an authoritative data field (e.g., "Student phone"). There may also be non-authoritative data fields which contain information manually entered by ServiceNow agents (e.g., "Alt phone 1").

To change information in authoritative data fields, it should be updated at the source, such as through Raiderlink, eRaider Account Manager, etc. If any data is manually changed in an authoritative data field by the ServiceNow agent, the data will be overwritten the next day from the authoritative source, assuming there is data with which to overwrite it. If there is no data in the authoritative source for that user, the manually-entered data will remain.

EXAMPLE: If a user has no value for "Prefix" and you manually enter "Dr.", the data will be overwritten the next day if the authoritative source has "Ms." stored. However, if the authoritative source has no prefix stored for that user, "Dr." will remain in the field.

If the user does not have an active HR affiliation, no HR data will be populated on a daily basis for them.

If the user does not have an active student affiliation, no student data will be populated on a daily basis for them.

EXAMPLE: If John Doe has both a student affiliation and an HR affiliation, and he has a "Student Phone" of 806-555-1234, that phone number will feed into ServiceNow. If his student affiliation ends but his HR affiliation continues, his student data will stop feeding. If he goes into Raiderlink and updates his personal phone number to 806-000-1234, that data will not update in ServiceNow.