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Creating and managing HI users and editing user roles

 

Overview
Customer administrators can view a list of the HI users they manage, create new users on HI, and edit existing HI user information.   
For a list of available roles with descriptions, see Base System Roles in the product documentation.
  
Viewing a list of HI users

Customer Administrators can view the list of users associated with their organization and filter as necessary. 

  1. Navigate to hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers, click Manage Accounts > User.
    • ServiceWatch customers, click Self-Service > Administration > Manage Users.
  3. [Optional] Create a filter to find a specified user or users.

  

Creating a HI user

Customer administrators can create new users on HI. Before creating a new user, filter the Active column in the user list for inactive users. If the user you need to create already exists as an inactive user, change their status to Active instead of creating a duplicate record.

After creating new users, grant them access to HI.

  1. Open HI at hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers click Manage Accounts > Users
    • ServiceWatch customers, click Self-Service > Administration.
  3. Click Create New HI User.
  4. Fill in the fields as appropriate. (See table below.)
  5. Click Submit.
    An email with a password is sent to the user. The password must be reset by the user at first login. 
  6. Click Edit Roles.
  7. Add and remove roles as necessary.
  8. Click Update.
FieldDescription
CompanyCompany or organization to which the user is associated. 
First Name [Required]User first name. 
Last Name [Required]User last name.
Email [Required]User email address. 
TitleUser title. 
Business Phone [Required]User business phone number. 
Mobile phone User mobile phone number.
Country [Required]Country in which the user resides. 
Time zone Time zone in which the user resides. Note that when filing an incident with ServiceNow, the time zone on the user record is the default time used, but a different time zone can be specified for individual incidents. For more information, see Customer Support
City City in which the user resides. 
State State in which the user resides.

 

Updating HI user information 

Customer administrators can edit existing users on HI.

Note that the ID field is set automatically from the user email address, to ensure a unique key for each HI user. Only a HI administrator can edit a User ID number. It is not possible to create a user account with the same email address already used for another user.

  1. Navigate to hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers, click Manage Accounts > Users.
    • ServiceWatch customers, click Self-Service > Administration > Manage Users.
  3. Click a user Name.
  4. Edit the fields as appropriate. (For details about the fields, see table in section above.)
  5. Click Update.

When the Business phone, Mobile phone, email, or Time zone field is empty on a user profile, the user and their customer administrators see a notification on the profile page. Also, the fields with missing information are highlighted in blue. After adding information to the fields and clicking Update, the notification and highlighting no longer appear. 

 

Article Information

Last Updated:2018-01-26 06:33:29
Published:2018-01-26