Article

Resolving Blank User Location Field in ServiceNow

Author: Agus Budi Harto, 2025-07-02 11:05:38

When implementing ServiceNow integrated with a company’s existing systems, you may encounter various scenarios. One common case is integrating ServiceNow with an ERP system to keep user data updated regularly, for example with a daily batch update.

Regular user data updates are essential. They ensure that user records in ServiceNow stay in sync with the ERP system, which is critical for workflows such as ITSM ticket fulfillment or approvals. This way, tickets don’t get stuck if a user has moved to a new group or position.

The Issue: Blank User Location Field

In my experience, I encountered a problem where the Location field on the User form appeared blank. Worse, when trying to fill it in manually, no list of locations appeared at all—making it impossible to complete the field.

This issue typically arises when the relationship between the sys_user table and the cmn_location table is not configured correctly. Specifically, the “dependent” setting on the location field prevents the list from loading.

How to Fix It

Follow these steps (requires admin role):

  1. On the User form in ServiceNow, click the hamburger menu (?) in the top left corner and choose Configure ? Dictionary.


  2. From the list of dictionary entries, find the one with Table = sys_user and Column Name = location. Click to open it.


  3. On the Dependent tab, clear the Dependent field (make sure it is empty).


  4. Click Save.

After making this change, the Location field will properly display the list of available locations, allowing you to select and save it as needed.

Conclusion

Ensuring that user data—including the location field—is correctly configured in ServiceNow is critical for maintaining smooth ITSM processes. This simple dictionary configuration adjustment can resolve blank or unresponsive location fields, keeping your user records accurate and workflows running efficiently.

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