Managing Users in the Customer Self-Service Portal

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"Users do not care about what is inside the box, as long as the box does what they need done."

-Jef Raskin

Managing users is a critical task for most administrators. The new Customer Self-Service Portal makes taking care of users a little easier. You can add new users, edit existing user information, unlock user accounts, activate users, and reset HI passwords. ServiceNow partners can see their own users and users in the companies they manage.

Adding new users in the CSS portal

When adding new users, be particularly careful with the Email field. The information you enter in this field is automatically used to create a unique User ID. Note that if a user ID needs to be edited later, only a HI administrator can make the change.

1. Open HI at hi.service-now.com.
2. Click Manage Users.
3. Click Create New HI User.
4. Enter user First name, Last name, Email, Business Phone, and Country.
   
5. Enter any other information you have for the user such as Title, City, or Time zone. The more information you add, the better (because you can search, filter, and create reports based on user fields).
6. Click Submit.
7. [Optional] Click Edit Roles to grant the user additional roles. All new users are granted the customer role automatically.

Editing existing user information in the CSS portal

1. Open HI at hi.service-now.com.
2. Click Manage Users.
3. Click a user Name.
4. Edit the information as necessary.

Unlocking users that have been locked out from the CSS portal

If a user is unsuccessful at logging on to HI five consecutive times within 24 hours, their HI account is automatically locked. They will contact you, their trusty customer administrator, to help them out.

1. Open HI at hi.service-now.com.
2. Click Manage Users.
3. Click a user Name in a row where the State column shows Locked out.
4. Click Unlock.
   

 

Activating and deactivating users from the CSS portal

There are two situations where customer administrators may activate or deactivate a user:

• if a user leaves your company or organization, deactivate them
• if a user has not logged in recently (90 days for a non-Federal user and 60 days for a Federal user), they are automatically deactivated - the user may contact you to activate them again

1. Open HI at hi.service-now.com.
2. Click Manage Users.
   The Account column shows if a user is Active or Inactive.
3. Click a user Name.
4. Click Activate or Deactivate.
5. Click Update.

Resetting HI passwords

You can send an email to a user at any time requiring them to reset their password.

1. Open HI at hi.service-now.com.
2. Click Manage Users.
3. Click a user Name.
4. Click Reset Password.
   A link to reset the password is sent to the user you specified.
   
   
   

ServiceNow offers more information about managing users in our knowledge base:

• Creating and managing users
• Unlocking a HI user
• Deactivating and activating HI users
• Resetting HI passwords for users