Idea:
Moveworks can already identify duplicate users, but there is currently no simple way for admins to resolve or prioritise which account should be treated as the authoritative record.
Problem
- Many organisations have multiple user records with the same email due to contractors, rehires, identity migrations, or HR system design.
- When duplicates exist, user attributes such as location, cost centre, manager, or department can be sourced from the wrong profile.
- Administrators must manually investigate and clean data in source systems.
Suggested Enhancement Add a Duplicate User Resolution feature that allows admins to:
- Select the preferred record when duplicates are detected.
- Configure prioritisation rules (e.g. Team Member > Contractor > Short Term).
- Set source-of-truth precedence for user attributes.
- View and remediate duplicate users from a single admin interface.
Benefits
- Reduces manual administration.
- Improves user identity matching accuracy.
- Prevents missing or incorrect profile attributes.
- Helps customers with complex identity environments without requiring perfect source-system data hygiene.
I can provide a ServiceNow support case if you want to look into this further. DM me.