Creating and managing Now Support users, granting and removing access, editing user rolesNOTE: This new user management tool is not available for Now Support regulated environments. Admins on regulated environments will continue to manage users on Now Support using the Manage Accounts page. Ref.:Company contacts and notifications on Now SupportRegulated Markets: Creating and managing Now Support users / granting and revoking access / editing user roles Overview NS Admins and NS Partner Admins can view a list of the Now Support users they manage, create new users, and edit existing user information. Here's a short demo video of the new experience: Table of Contents OverviewHow to view all Now Support usersHow to create a new user on Now SupportGranting and removing access to users on Now Support User is inactive in Now SupportUser already exists in Now SupportMake a User Inactive (remove all roles)Updating Now Support user information FAQ How to view all Now Support users NS admins or NS Partner admins can view the list of users associated with their organization as employees and third-party users and filter as necessary. Navigate to the Now Support portal.Select Manage account and users under your profile menu. The profile menu is located in the top right of the screen with your initials or image.Select the Total Active Users link available under the Company Overview or Total Active Users in the Support tile.Search specific users or filter the list using the ‘Roles’ and ‘User Type’ filters in the Filters Section. To view lists of ‘Locked or Inactive Users’, navigate to the ‘Locked Users’ and ‘Inactive Users’ tabs available within their user list section. The ‘User Type’ column indicates the user’s primary association with this account: 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. IMPORTANT: The default filtered list includes all users associated with your company that have active Now Support access roles. Users with no access roles (inactive users) are not displayed in the list view unless you update the filters applied. How to create a new user on Now Support NS admins or NS Partner admins can create new users on Now Support by following the steps below. The available user types for new users are ‘Employees’ or ‘Third-Party Users’. Employees – Individual users directly associated with the company in an employment capacity. Third-party Users – Individuals who need authorized access to your account but are not direct employees of your company. These types of users can be partner users, contractors, or freelancers. IMPORTANT: Before creating a new user, filter the user list for Users with no access roles (inactive user). If the user you need to create already exists as an inactive user, you can activate the user by adding a Now Support access role. For more information, please refer to the Granting and removing access to Now Support section for more information. Navigate to the Now Support portal.Select Manage account and users under your profile menu. The profile menu is located in the top right of the screen with your initials or image.Select Add new user.Select the user type ‘Employee’ or ‘Third-Party User’.Fill in required fields (see table below).Select Now Support access roles.Click Submit. An account registration email is sent to the user. The users need to register their email address with ServiceNow support and set their password at first login. While the user onboarding process is generally straightforward, you may occasionally encounter issues. One common error is "User Exists," which prevents you from adding a user who is already present in our system under certain conditions. For detailed information on the possible causes of the "User Exists" error during user onboarding (for both employees and third-party users) and comprehensive steps to resolve these situations, please refer to our dedicated Knowledge Base KB1649463. 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 their access and add new users to the account. Add new user fields FieldDescriptionFirst Name [Required]User's first name Last Name [Required] User's last name Email [Required] User's email IMPORTANT: The Create New User catalog will not be available. This catalog will be visible only to a group of third party auditors that can grant users with Trust roles. NS Admins and NS Partner Admins can create and manage users directly in Now Support through the new experience. Granting and removing access to users on Now Support This section covers different scenarios where you may wish to grant or remove access to users. User is inactive in Now SupportUser already exists in Now SupportMake a User Inactive (remove all roles)Updating Now Support user information User is inactive in Now Support Navigate to the Now Support portal.Select Manage account and users under your profile menu. The profile menu is located in the top right of the screen with your initials or image.Select Total Active Users in the Support tile. The User List is displayed.Note: The default filtered list includes all users associated with your company that have active Now Support access roles. Users with no access roles (inactive users) are not displayed.Use the "Inactive users" row to view all inactive users on Now Support.Locate the user on the list or use the Search Users field to search for the specific user by Name or Email.Use one of these methods to edit role(s): Method 1: Select Update Role(s) from the Actions pull-down field in the row for the required user. The user's current roles display.Method 2: Select the user's Name or Email from the user list. The user's ServiceNow Profile screen displays. Select the Update role(s) button. The user's current roles display.Add and remove Now Support access roles as necessary. Click Confirm. User already exists in Now Support Navigate to the Now Support portal. Select Manage account and users under your profile menu. The profile menu is located in the top right of the screen with your initials or image.Select Total active users in the Now Support tile. The Users List displays.Locate the user on the list or use the Search Users field to search for the specific user by Name or Email.Use one of these methods to edit role(s): Method 1: Select Update Role(s) from the Actions drop-down field in the row for the required user. The user's current roles display.Method 2: Select the user's Name or Email from the user list. The user's ServiceNow Profile screen displays. Select the Update Role(s) button. The user's current roles display. Add and remove Now Support access roles as necessary.Click Confirm. Note: A minimum of one Now Support active role (ex. NS Contributor) is required to maintain access to Now Support. IMPORTANT: The Multi-Account User capability allows an individual user to be onboarded to two distinct accounts. A user can be associated as an employee on only one account. An instant email verification on the onboarding form will alert you if a user exists. Locate the existing user by navigating to the ‘Total Active Users’ and provide the appropriate Now Support Access Roles. If an existing employee is not associated with your company, create a case in the Now Support portal to migrate the user to the current account. If an existing Third-Party user is not associated with your company, contact the third-party user directly or contact their company admins. Employees who are multi-account users can be assigned Now Support roles only on the third-party account and these users cannot be assigned Now Support access roles on the current account. It is recommended to onboard non-employee individuals as Third-Party Users. An employee who already has a Now Support access role assigned to them on their employee account cannot be onboarded as a Third-Party user on another account. Make a User Inactive (remove all roles) IMPORTANT: Remove the user from the organization's key contacts such as i.e. Primary Customer Admin, Primary and/or Secondary business contact, etc. before removing all associated roles. For more information on how to edit the Account contact list, visit KB1285089. NS Admin or NS Partner Admin can set a Now Support user to inactive by removing all their user access roles. This will also automatically lock the user. This is useful if, for example, a user no longer works for the company. Navigate to the Now Support portal.Select Manage account and users under your profile menu. The profile menu is located in the top right of the screen with your initials or image.Select Total active users in the Now Support tile. The Users List displays.Locate the user on the list or use the Search Users field to search for the specific user by Name or Email.Use one of these methods to edit role(s): Method 1: Select Update Role(s) from the Actions drop-down field in the row for the required user. The user's current roles display.Method 2: Select the user's Name or Email from the user list. The user's ServiceNow Profile screen displays. Select the Update Role(s) button. The user's current roles display. Click Deselect all to remove all Now Support access roles. This will also automatically lock the user.IMPORTANT: If you are also an Admin for Impact and/or Now Learning, Deselect all to remove all access roles for that user.Click Confirm.A user will be made inactive only when they are not currently assigned any access roles on not only Now Support but also on other portals such as Partner Portal, Impact, and Now Learning. Note - For detailed information on the process of removing employees or third-party users, please refer to this knowledge article: KB1651320 Updating Now Support user information Note - NS Admin and NS Partner Admin cannot directly update the user information of third-party users onboarded on the current account. This information is managed by their employer companies. Admins on this account can only manage the access roles assigned to these third-party users. NS Admin or NS Partner Admin can edit the following existing users' information on Now Support: First NameLast NameEmailTimezone The country, city, and state are just read-only data for admin and cannot be updated by the admin on behalf of an end-user. Please note: The read-only fields can be updated by the user directly, but not by NS or Partner Admin on user's behalf. In order to update existing user's information on Now Support: Navigate to the Now Support portal.Select Manage account and users under your profile menu. The profile menu is located in the top right of the screen with your initials or image.Select View all users in the Now Support tile. The Users List displays.Click on the user's name or email Click on Edit next to Contact info. Edit the fields as appropriate. (For details about the fields, see the table below.) Click Save. An email will be sent out to the user to inform about the changes made to the profile Field Description Title User title Business Phone User business phone number Mobile Phone User mobile phone number Country Country in which the user resides (Read-only for NS and Partner Admin) City City in which the user resides (Read-only for NS and Partner Admin) State State in which the user resides (Read-only for NS and Partner Admin) Time Zone 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. FAQ Why am I getting a ‘User Exists’ error when trying to onboard a third-party user? There are a few common reasons for errors when onboard third-party users: Existing User on This Account: They might already be onboarded to this account as an employee or third-party user. Search for the user in the User List to check if they are already onboarded. Existing Third-Party Association with Another Company: A user can only have one third-party association with one company at a time within our system. You may need to contact the user directly or their employer admin to resolve this issue. Conflicting Customer Portal Roles on Employer Company: If the user has Now Support roles assigned to their employer company, they cannot be onboarded as a third-party user on another company. You may need to contact the user directly or their employer admin to resolve this issue. Why am I getting a ‘User Exists’ error when trying to onboard an employee? There are a few common reasons for errors when onboarding an employee on the account: User already exists on the current account: They might already be onboarded to this account as an employee or third-party user. Search for the user in the user list. User Associated with another company: The user can be associated with another company as an employee, and if you don’t see the user on your account, then raise a migration request on Now Support. Q. Why are the Now Support roles disabled when I try to update them for an existing employee? A. This can happen because of the following reasons: 1. You don’t have admin access to Now Support. Please contact an admin on your account with Now Support admin access. 2. 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 account where they are third-party users. The user can contact their third-party account admin to remove them from the third-party account, and then the user can be assigned Now Support roles on the employer account. Q. How can I remove an employee or a third-party user from my account? A. The ‘Remove Profile’ action available in the Action dropdown on the User List can be used to remove any user from the current account. Please refer to the https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1651320KB1651320 for step-by-step instructions to remove users.