Issue adding accounts to Hi Portal

[Sean80]

Hi - We have a 3rd party support partner who I would like to give access to our Hi portal to enable them to log cases on our behalf of our instances.

I have successfully added one account who is new to their team however when trying to add two others it states they are "already in use" even though they are not showing in our own customer portal. Is this due to the fact that their mailboxes are already registered because of the other instances they support for themselves internally?

Can you confirm the best approach to give them access to create cases in our customer Hi portal please?

[Community Alums]

I asked Hi a similar question about a month ago, here's their reply: 

They would simply need to submit a Deployment Registration via the Partner Portal.

I have provided a link below that goes over partners gaining access to customers instances in HI.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0519074 - ServiceNow Partners - How You Should Request HI access to Customer Instances 

[Sean80]

Thanks Mike, unfortunately I get the message below when trying to via the KB article.

[Community Alums · Accepted solution]

I do too - it's only available to partners. If you give them that link, (assuming they're an approver partner) they can see it. 

You were correct on your original question though - it's because their email address is in use as their partner account.