Problem statement
This article describes the steps to smoothly migrate your current -partner attached- ServiceNow ID from one partner to another. This will ensure that all your certifications and NowLearning history are preserved, as well as your Partner Portal access.
To do before losing access to your old professional email address
If you have MFA enabled on your ServiceNow ID, I recommend that you configure it to use a One-Time-Password application like Microsoft Authenticator, Google Authenticator or similar. This will let you connect to ServiceNow resources using your former email address even if you don't have access to your emails anymore. If you use your email to receive your connection token, things will be more complicated.
Note: you never need to create a new ServiceNow ID in this process. Your ServiceNow ID account stays the same and gets updated with your new email address. In other words: DO NOT create a new ServiceNow ID; it would make things more difficult for nothing.
Step 1: detach your current email address from your current employer/partner
In order to update your ServiveNow account with your new professional email address, you first need to detach the current one from your current employer. To do this, email partnernow@servicenow.com and request your old partner email address to be released.
Step 2: change old partner address with the new partner address
Once your received confirmation that your old partner email address has been released, you can go to your account using your old address and request an update (that's where getting your MFA token from an application gets handy).
- Go to account.servicenow.com/login and login using your old partner email address
- Scroll down until you see your email address, edit it and click Update Email
ServiceNow will send you a confirmation code to both your old and new email address. Get and enter this confirmation code to validate the email change:
Step 3: show a little patience
After you requested an email change, your account will become locked for a few days until your request is being processed. You will received an email confirming this:
It should normally only take a couple of days before you get confirmation that the change has been processed and receive that sort of email:
At that stage, you can connect to your ServiceNow ID using your new email address. The MFA configuration is not impacted by that.
Step 4: (re-)register to Partner Portal
As a partner employee, you must register to the ServiceNow Partner Portal to get access to the partner-reserved resources. You need to redo this step even if you were attached to a different partner before.
Go to partnerportal.service-now.com and locate the Already a ServiceNow Partner? area down the home page:
From there, enter your new partner email address and select the partner account you work for. You will then need to wait until your request is validated by the Partner Portal admin of your organization. It may help to know who that person is, in case the approval is not obtained or is lagging.
Once this step is completed, you are almost fully migrated to your new email address... but there's one last thing to do.
Step 5: associate your certifications to your new partner
Finally, you want your certifications to be associated to your partner. This is not automatic: you need to email web_support@servicenow.com and request those certifications to be associated to your new partner employer.
Conclusion
The process of migrating your whole history and profile to a new ServiceNow partner email address is not exactly straight forward, but with a little patience, things get finally properly done. I personally did not lose any data during the process.
I hope that you found this article useful and that it will spare you the research I had to do 🙂
PS - This article does not cover the use case where your ID was also used to connect to support.servicenow.com. It takes an extra step to release the email address and I will try to cover it once I have more time to research it.
Hi Jacques,
I tried to change my user id , as I am leaving my present organization, I want to change my profile to my personal id. I raised a case with "partnernow" to release my partner attachment. I got a reply of no user account exist with my user id. but I am able to log in with my ID to the "now-learning" and the "developer" portal as well.
And while trying to change the mail id manually it is showing me I cant change my mail id , as it is partner attached.
Can you please guide me, I am confused how to change my ID. I am sending all the screenshots for reference.
Now I am not able to log in to the now support portal as well.
Now I am not able to open my manage profile as well
