Creating and managing Now Support users, granting and removing access, editing user roles - Support and Troubleshooting

Creating and managing Now Support users, granting and removing access, editing user roles NOTE: 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 Support Regulated 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 How to view all Now Support users How to create a new user on Now Support Granting and removing access to users on Now Support User is inactive in Now Support User already exists in Now Support Make a User Inactive (remove all roles) Updating Now Support user information How to view all Now Support users NS Admin or NS Partner Admin can view the list of users associated with their organization 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 View All Users link in the Now Support tile. The Users List displays.

(Optional) Search specific user or users.

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 Admin or NS Partner Admin can create new users on Now Support by following the steps below.

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 View all users in the Now Support tile. The Users List displays. Select Add new 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. Add new user fields

Field Description First 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 Support User already exists in Now Support Make 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 View all users in the Now Support tile. The Users List displays. 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 Edit 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 Edit 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 View all 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 Edit 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 Edit 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 : A user can be associated with only one company account.

If a user already exists, an instant email verification will alert you via the form. Locate the existing user using the "view all users" function and then provide the appropriate Now Support access roles. If an existing user is not associated with your company, create a case in the Now Support portal to migrate the user's 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 View all 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 Edit 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 Edit 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 .

Updating Now Support user information NS Admin or NS Partner Admin can edit the following existing users' information on Now Support:

First Name Last Name Email Timezone 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 .