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Description

Customer administrators can view a list of the Now Support (HI) users they manage, create new users, and edit existing user information. For access to Now Support, a user must have the customer role. Customer administrators can grant and revoke the customer and customer_admin role to other users.

For a list of available roles with descriptions, see Base System Roles in the product documentation.

Viewing a list of Now Support (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 > Users List
    • ServiceWatch customers, click Self-Service > Administration > Manage Users
  3. [Optional] Create a filter to find a specified user or users.

Creating a user on Now Support

Customer administrators can create new users on Now Support. 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.

  1. Navigate to  hi.service-now.com
  2. Do one of the following:
    • Enterprise and Express customers click Manage Accounts > Users List
    • ServiceWatch customers, click Self-Service > Administration
  3. Click the Add New User button
  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 Submit.
FieldDescription
CompanyCompany or organization to which the user is associated.
First Name [Required]User first name.
Last Name [Required]User last name.
TitleUser title.
Email [Required]User email address.
Business Phone [Required]User business phone number.
Mobile phoneUser mobile phone number.
Country [Required]Country in which the user resides.
CityCity in which the user resides.
StateState in which the user resides.
Time zone [Required]Time zone in which the user resides. Note that when filing a case 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 Technical Support.


Granting and revoking access

  1. Navigate to hi.service-now.com
  2. Do one of the following:
    • Enterprise and Express customers, click Manage Accounts > Users List
    • ServiceWatch customers, click Self-Service > Administration > Manage Users
  3. Click a user's Name.
  4. In the Roles related list, click Edit Roles.
  5. Do one of the following:
    • To grant access to Now Support, double-click the customer or customer_admin role in the Collection list
    • To revoke access to Now Support, select the customer or customer_admin role in the Roles List and click Remove
  6. Click Save.

Updating Now Support user information

Customer administrators can edit existing users on Now Support.

Note that the ID field is set automatically from the user email address, to ensure a unique key for each user. Only a Now Support 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 List
    • ServiceWatch customers, click Self-Service > Administration > Manage Users
  3. Click a user's Name.
  4. Edit the fields as appropriate. (For details about the fields, see table in section above.)
  5. Click Submit.

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. After adding information to the fields and clicking Submit, the notification and highlighting no longer appear.

Article Information

Last Updated:2020-09-22 00:22:23
Published:2020-09-22