Skip to main contentIssue
Multiple active ServiceNow sys_user records exist with the same email address. This causes conflicting permissions that may prevent users from accessing content they should be able to see.
Resolution
1. Identify duplicates
In ServiceNow, open the Users list (sys_user) and search for the impacted person’s email. Confirm if there are multiple active entries for the same email address.
2. Deactivate duplicate records
Deactivate the duplicate sys_user records that should not be used going forward, leaving a single, correct active record for that email.
3. Wait for next crawl
The next scheduled crawl will remove stale users and resolve identity collisions.
Best Practices
- Keep only one active
sys_user per email address
- Use distinct email addresses for test accounts (e.g., test-user@example.com)
- Regularly audit for duplicate email addresses in the
sys_user table
For additional assistance, please contact Glean Support at https://support.glean.com. 
