How to manage two different ServiceNow instances through one HI Portal account

[Nathalie Bosch]

Hi,

My team is managing two different ServiceNow instances (A and B), and therefore we have two different account to connect to Hi Portal (One account to Hi portal (email address.com) giving access to instance A and another account (email address.be) giving access to instance B), or half of my team have access to Hi to manage instance A and the other half of the team have an account in HI to manage instance B.

DO you know if it is possible to manage both instances through one account to the HI Service Portal ?

Thanks for your help.

Kind regards

Nathalie 

[Allen Andreas]

Hi,

If you don't mind, can you explain your definition of "instances"? Because the HI Portal should contain access to all instances associated with the company account that the HI account is for. For instance, I am associated with a company, I see 3 instances (dev, test, prod).

Do you mean separate company instances? Or the same company, but for some reason your dev or something is with one HI account and another HI account for a prod instance...all with the same company?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Nathalie Bosch]

Hi,

Indeed with "instances" I mean company instances. But actually we are the same company but for historical reasons at the beginning instances were ordered by 2 separate entity of the same company. Now we are one team working for the two instances.

Under the HI account of company A I can see the environment Dev, Test, ACC and prod. And under Hi account of company B (different username as the one I use to connect to company A) I can see DEV, TEST, ACC,and Prod environment as well.

I hope this clarifies my question...

Thanks

[Allen Andreas · Accepted solution]

Thanks...so we're using the term differently then.

At this point it would be best to contact HI to see about merging everything under one HI Account. This still sounds a bit complicated especially since it was basically as if it was two companies all with separate environments/instances. Unfortunately, we're not going to be able to help much further on the forums.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Shelby2]

It's definitely possible to manage both through one account if they are Non-Prod/Prod instances. You should check with a customer support agent in ServiceNow how you can make them into one account if they are separate.

Please mark helpful or correct depending on the impact of my response.