Unlocking your HI user account - Support and Troubleshooting

Unlocking your HI user account Issue  All HI users, including customers, partners, and ServiceNow employees, can reset their own password from the login screen. All HI sessions expire after a period of inactivity as described below, after which users need to log back in to continue. If you are a customer administrator or partner and need to reset a password for one of your users, see Resetting HI passwords for users .

Resolution Resetting your password from the login screen Navigate to support.servicenow.com Click Log In . Click Forgot Password . Enter your email address. Click Reset password . Password reset instructions are sent to the email address you specified. Click the link in the email. Set a new password.

Resetting your expired password

If you receive an email message stating that your HI password has expired, follow the steps in the above section "Resetting your password from the login screen."

Resetting your password from within HI

If you can log in to HI but need to reset your HI password, use the Change Password option.

For ServiceNow customers:

Navigate to support.servicenow.com Click Log In and log in. Make sure you are in the Hi Service Portal view and not the Advanced view. If the upper left corner by the ServiceNow logo has: Hi Service Porta l - you are fine, please continue with next step. Customer Service System - you are in Advanced view and need to click on your user name in the upper right corner, select Switch to Hi Service Portal , and then continue with next step. Navigate to My Profile by clicking the user name in upper right-hand corner. Click the 3-dot contextual menu and select Change Password .

Enter your Current Password . Type a New Password . Type the new password into the Confirm New Password field. Click Submit . For ServiceWatch customers:

Navigate to support.servicenow.com Navigate to Self-Service > Change Password. Enter your Current Password . Type a New Password . Type the new password into the Confirm New Password field. Click Submit . For ServiceNow employees:

Navigate to support.servicenow.com Click Log In and log in. Navigate to support.servicenow.com/nav_to.do Navigate to Self-Service > Change Password. Enter your Current Password . Type a New Password . Type the new password into the Confirm New Password field. Click Submit . The next time you log in to HI through Okta, you will need to update your HI password. HI automatic session timeout

All HI sessions expire after a specific period of inactivity:

For non-federal ServiceNow customers, HI sessions expire after 120 minutes of inactivity For federal ServiceNow customers, HI sessions expire after 15 minutes of inactivity When a session expires, users are required to log back in to continue.

Warning : Any unsaved work is lost and not recoverable when your session expires.

Some examples of activity are:

Loading the incident form Any activity that accesses the database, such as updating or saving data Going to the homepage Moving from field to field may constitute as activity depending on the field (for example, if you try to view information on a reference field)

Unlocking your HI account

If you receive an error message that your account has been locked out, contact your customer administrator to unlock the account. If you do not know who your administrator is, or are unable to contact them, you can unlock your account by resetting your password (see instructions above).

Deactivation after non-use

If a HI user does not log into HI for the following number of days, their account is automatically deactivated:

Non-federal customers: 90 days Federal customers: 60 days If your account has been automatically deactivated, contact your customer administrator and ask that your account be activated again.

Resetting an expired password

If you receive an email message stating that your HI password has expired, follow the steps in the "Resetting your password from the login screen" section above.