Access to Hi Portal and Production Instance

[Andrew Payton]

Can any one advise on what to do if you have lost access to Hi Portal and Production Instance of SN due to a change in staff and the people with the access leaving he business?  

[M Iftikhar]

Hi @Andrew Payton, 

The primary reason for this problem is that ServiceNow designates specific individuals as "Customer Administrators," and if all of them depart without transferring their roles, the company is left without an authorized contact to manage users or approve critical changes.

To resolve this, you must contact ServiceNow Support directly. Typically, this involves having a senior member of your organization (like a CIO or IT Director) formally reach out to your ServiceNow Sales Representative to initiate a process to verify their identity and authority. Following verification, they can request the designation of new Customer Administrators for your company's account, thereby restoring access and administrative control over your ServiceNow resources.

Here's the link to contact them:

https://www.servicenow.com/contact-us.html 

Hope this helps!

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