Alternate ways to look up a user in ServiceNow, other than Name. 

Ex: I can’t find the person I want in ServiceNow, because there are multiple users with the same name. 

1. Click on the magnifying glass next to the user look-up field.  This will open a box with more criteria on users. 
2. You can then change the drop down menu to search by Name, for text, LDAP email, or Department
3. Email is usually the most unique identifier.  
4. You could also search by name and then verify the users email address or department. 
5. You also might find the use of an asterix “*”, called a “wildcard” in ServiceNow, when searching.  By adding an “*” to the front of a name, the search result will include anything that contains that name. 
6. Select the user you are looking for and then click on the X in the top right of the box to close out and return to the incident you were working on.