How to create and manage Now Support users<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Introduction Learn how to view, create, and manage Now Support users, including granting and removing access roles and updating user information. Now Support users with the admin or partner admin role can view a list of users they manage, create new users, and edit existing user information using the Now Support user management tool. Important: This user management tool is not available for Now Support regulated environments. Admins on regulated environments should continue to manage users through the Manage Accounts page. For more information, see: Company contacts and notifications on Now SupportRegulated Markets: Creating and managing Now Support users In this article: View all Now Support usersCreate a new userGrant access to an inactive userUpdate roles for an existing active userInactivate a userUpdate user informationFrequently asked questions (FAQ)Related links View all Now Support users Now Support admins and Now Support partner admins can view the list of users associated with their organization, including employees and third-party users. Go to the Now Support portal.Select your profile menu (located in the top right of the screen with your initials or image).Select Manage account and users.Under Company Overview or in the Support tile, select Total Active Users. Filter and search users Use the search bar to find specific users by name or email.Use the Roles and User Type filters to narrow the list.Select the Locked Users or Inactive Users tabs to view those user lists. User types User Type Description Employee A direct employee of your company onboarded on your account Employee (multi-account user) Employees on your account who are onboarded as third-party users on another account Third-party user Individuals who are not direct employees of your company but have been granted access to your account Note: The default filtered list includes all users with active Now Support access roles. Users with no access roles (inactive users) are not displayed unless you update the filters. Create a new user on Now Support Now Support admins and Now Support partner admins can create new users on Now Support. The available user types are: Employees: Individuals directly associated with the company in an employment capacityThird-party users: Individuals who need authorized access to your account but are not direct employees, such as partner users, contractors, or freelancers Before you begin Filter the user list for users with no access roles (inactive users). If the user already exists as an inactive user, activate them by adding a Now Support access role instead of creating a new user. See the Grant access to an inactive user section. Procedure Go to the Now Support portal.Select your profile menu and select Manage account and users.Select Add new user.Select the user type: Employee or Third-Party User.Complete the required fields for new users: First nameLast nameEmail Select the Now Support access roles to assign.Select Submit. An account registration email is sent to the user. The user must register their email address and set a password at first login. Note: Third-party users access your company's data and portals based on their assigned roles. Third-party users with admin access can also manage existing users and add new users to the account. Troubleshooting If you receive a "User Exists" error when creating a user, for causes and resolution steps, see Resolve user account creation errors citing user exists already. Important: The Create New User catalog is only visible only to a group of third party auditors that can grant users with Trust roles. Now Support admins and partner admins can create and manage users directly in Now Support through the new experience. Grant access to an inactive user Go to the Now Support portal.Select your profile menu and select Manage account and users.In the Support tile, select Total Active Users.Select the Inactive Users tab.Locate the user or use the search field to search by name or email.Update the user's roles using one of these methods: Method 1: From the user list From the Actions menu in the user's row, select Update Role(s).Add the required Now Support access roles.Select Confirm. Method 2: From the user profile Select the user's name or email to open their profile.Select Update role(s).Add the required Now Support access roles.Select Confirm. Update roles for an existing active user Go to the Now Support portal.Select your profile menu and select Manage account and users.In the Support tile, select Total active users.Locate the user or use the search field to search by name or email.Update the user's roles using one of these methods: Method 1: From the user list From the Actions menu in the user's row, select Update Role(s).Add the required Now Support access roles.Select Confirm. Method 2: From the user profile Select the user's name or email to open their profile.Select Update role(s).Add or remove Now Support access roles as needed.Select Confirm. Note: A minimum of one active Now Support role (for example, Now Support contributor) is required to maintain access to Now Support. Considerations for multi-account user capability This capability allows an individual user to be onboarded to two distinct accounts. A user can be associated as an employee on only one account.Instant email notification indicates if a user exists. If so, go to Total Active Users and apply the appropriate roles. If an existing employee is not associated with your company, create a case in Now Support to migrate the user to your account.If an existing third-party user is not associated with your company, contact the user directly or their company admins.Employees who are multi-account users can only be assigned Now Support roles on the third-party account, not on their employee account.You should onboard non-employee individuals as third-party users.An employee with a Now Support access role on their employee account cannot be onboarded as a third-party user on another account. Inactivate a user Now Support admins and partner admins can make a Now Support user inactive by removing all their access roles. This also automatically locks the user. Use this procedure when a user no longer works for the company or no longer needs access. Before you begin Remove the user from organizational key contacts (such as Primary Customer Admin or Primary/Secondary Business Contact) before removing all roles. For more information, see Manage company key contacts in Now Support User Management tool. Procedure Go to the Now Support portal.Select your profile menu and select Manage account and users.In the Support tile, select Total active users.Locate the user or use the search field to search by name or email.Update the user's roles using one of these methods: From the Actions menu in the user's row, select Update Role(s) Select the user's name or email to open their profile, and then select Update role(s) To remove all roles, select Deselect all.If you are also an admin for Impact or Now Learning, select Deselect all to remove those access roles as well.Select Confirm. Note: A user is only made inactive when they have no access roles assigned on Now Support or other portals such as Partner Portal, Impact, or Now Learning. Update user information Now Support users with admin or partner admin roles can edit the following information for existing users: First nameLast nameEmailTime zone Note: Admins cannot update user information for third-party users onboarded on the current account. This information is managed by their employer company. Admins can only manage access roles for third-party users. Procedure Go to the Now Support portal.Select your profile menu and select Manage account and users.In the Support tile, select View all users.Select the user's name or email.Next to Contact info, select Edit.Update the fields as needed.Select Save. An email is sent to the user to inform them of the changes. Editable fields First NameLast NameEmailTime zone (This is the time zone in which the user resides and is the default time used when filing a case. A different time zone can be specified for individual incidents.) Read-only fields (for admins) The following fields can only be updated by the user directly, not by admins: CountryCityStateBusiness phoneMobile phone FAQ Why do I get a "User Exists" error when onboarding a third-party user? Common causes include: The user is already onboarded to this account as an employee or third-party user. Search for the user in the user list.The user has an existing third-party association with another company. A user can only have one third-party association at a time. Contact the user or their employer admin to resolve this.The user has Now Support roles assigned on their employer company. They cannot be onboarded as a third-party user on another company. Contact the user or their employer admin to resolve this. Why do I get a "User Exists" error when onboarding an employee? Common causes include: The user is already onboarded to this account as an employee or third-party user. Search for the user in the user list.The user is associated with another company as an employee. Submit a migration request on Now Support. Why are Now Support roles disabled when I try to update them for an existing employee? This can happen because: You do not have admin access to Now Support. Contact an admin on your account with Now Support admin access.The employee is a multi-account user. Employees onboarded as third-party users on another account can only be assigned Now Support roles on the third-party account. The user must contact their third-party account admin to be removed from that account before they can be assigned roles on their employer account. How do I remove an employee or third-party user from my account? Use the Remove Profile action in the Actions menu on the user list. For step-by-step instructions, see Remove Now Support users on User Management. Related links Manage company key contacts in Now Support User Management tool Remove Now Support users on User Management.