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Issue

Overview

HI accounts are automatically locked after five consecutive unsuccessful login attempts within a 24-hour period or if the user does not log into HI for the following number of days:

  • Commercial customers: 90 days
  • Federal customers: 60 days

If a user is locked out for any of these reasons, Customer administrators can unlock a user.

Unlock a user (Enterprise and Express customers)

  1. Navigate to hi.service-now.com.
  2. Click Manage Accounts > Users
  3. Click a user Name in a row where the State column shows Locked out.


    Locked-out user in Enterprise customer view of HI Service Portal


  4. Click Unlock.

Unlock a user (ServiceWatch customers)

  1. Navigate to hi.service-now.com.
  2. Click Self-Service > Administration > Manage Users.
  3. Personalize the Users list to include the Locked Out column.
  4. Click a user Name in a row where the Locked Out column shows true.
  5. Clear the Locked out option.
  6. Click Update.

Article Information

Last Updated:2019-08-02 21:28:38
Published:2019-07-15