Want to login to customer servicenow HI/Support portal

[ry001062402]

Hello Team,

I am working on a customer ServiceNow instance and need to access the customer's HI (Now Support) portal to raise support cases and view instance-related information.

Could anyone please clarify:

1. What are the prerequisites for accessing a customer's HI/Now Support portal?
2. Does the customer need to nominate/add partner users individually?
3. Where can the customer provide access to a partner/vendor user account?
4. Is a ServiceNow account sufficient, or are additional roles/entitlements required?
5. What is the process for verifying whether I already have access to the customer's support account?

Any guidance or documentation would be appreciated.

[Ehab Pilloor]

Hi @ry001062402,

You can find answers here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869148

Copied from above article:

The Now Support portal is your launchpad for resources to self-solve, get help from technical support, and manage ServiceNow instances. Download the Now Support mobile app to access support services anytime, anywhere.

Customers can provide Partners access to their service and support experience so that can assist with tasks such as product implementation, application development and integrations, differentiation of services, case management, instance management, and user administration.

How do Consulting and Implementation Partners get access to Now Support?

Now Support access is based on the Customer Account and the instances associated with this Account.  Partners that consult and implement solutions within the Customer’s ServiceNow instances will request access through the Customer. 

Customers must give the Partner explicit consent to have access in Now Support and to open cases on their behalf.  There are Partner-related roles that can be provided to Partners by the Customer.  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.   

Why should Partners have access in Now Support?

Partners should be provided access in Now Support to potentially handle a number of activities on behalf of the Customer they are supporting.  Some of these potential activities are:

• Opening cases to report a system defect.  It is important that whoever is actively engaged in resolving the defect open the case and stay engaged with support directly for a quicker outcome to the issue.
• Searching KnowledgeBase for solutions to situations, known problems and workarounds.   Partners will have access to search all KB articles to self-solve on common issues and how they were resolved by support.
• Visibility to Changes in the instances.  Partners will have visibility into upcoming Patching and Maintenance in the instance.  With this visibility, they can ensure their development does not conflict with other activities planned within the instance.
• Activate Plugins or initiate Store Requests.  If Partners are given a particular Partner role, they can activate plugins on behalf of the customer or submit requests in the Store.  Partners will work in conjunction with approvals from their Customer before proceeding.

 

Now Support resources for Partners

Below are some useful resources about Now Support. Click to learn more about each:

	Managing Now Support user roles and contacts Roles and Responsibilities of Customer Administrators on Now Support Create and manage Now Support users Identify your customer administrator Manage, review, and update company contacts
	Managing customer instances Activate plugins and submit a request in the Automation Store Upgrade easily with resources on the Customer Success Center Frequently asked questions about self-hosted instances
	Managing cases and changes View and manage issues Working with ServiceNow Technical Support Support for United States Government customers
	Extend your knowledge Visit the Help Center Search the Knowledge Base Subscribe to the Known Error portal Visit the partner portal Subscribe to the partner newsletter
	Help us improve our product, tools, and services Search, vote on, and submit new product enhancement requests through the Idea Portal on Now Communit... Join the Now Support Customer Advisory Board to influence your support experience

If this response resolved your issue, please consider marking it as Helpful and accepting it as the Solution. Your feedback helps other ServiceNow Community members find reliable answers.

Kind Regards,

Ehab Pilloor

[ry001062402]

I am not able to open these articles. Giving me an error as login with different servicenow id.

[Tanushree Maiti]

Hi @ry001062402 

To get access to the ServiceNow HI Portal (Now Support), you must request it through your Project Lead/ Project Manager, or Client side Administrator  who handles these permissions, as ServiceNow cannot grant access directly to individuals without internal company approval.

1. Speak to your Project Lead or Project Manager

2. They will coordinate with the client’s ServiceNow administrator.

3. The client side administrator will create your profile and assign the necessary roles within the Now Support (HI) Portal.

[Nilesh Pol]

@ry001062402 what is your role and current team name?

connect with ServiceNow Admin(support) team lead/owner within your organization as they are prod/live instance. they will definitely provide access to the HI portal and assigned required roles like Now Support Admin or Contributor role to you so that you will be able to raise support cases.