How to add a ServiceNow Partner to NowSupport portal?

[Luiz Lucena]

Hello, 

We have a new ServiceNow Partner who will help us with upgrade and patches, we need to add them to our Now Support account to receive communication regarding upgrade and patches, I tried to add their distribution list to our account but the checkbox for NS Partner Officer is greyed out.

What is the process to add a partner?

[Luuk Vonk]

Hi,

I had the same question.

Please check: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869148

I used this kb to answer my question.

Luuk

[Amit Pandey]

Hi @Luiz Lucena 

To get access from your Customer into Now Support, please perform the following steps:

1. In the Partner Portal, enter the Deployment Registration for the Customer Implementation that you are supporting.  The proper Customer Account and scope of work should be accurately captured. 
2. Request access from the Customer Admin who can provide the Partner with Now Support Access with the appropriate Partner role.  

Regards,

Amit

[Carl Fransen1]

Hi @Amit Pandey - the step 2 in your reply above doesn't state how the customer is to provide this access.  There are no steps for this as the 'partner' access role is greyed out.  Additionally adding the partners email to a new user won't work either as the email is already registered with their own support.

Previously the Partner logged a request to have access provided, after logging and having the deployment record approved.

Does anyone know what the steps are for customers now?  

[Carl Fransen1]

Hi All, 

I found the answer for this as we had to add ourselves to support one of our customers.  The Partner needs to request the 'NS Partner Officer' role using their own HI support via a CASE.  ensure the request asks for the 'Switch Company' option to be added using the role mentioned previously.  

Note that the Partner will require a valid, and approved Deployment Record with your company to ensure they can gain this access to your support.  This is the only way that ServiceNow can ensure the access request is valid.

Let me know how you get on!