---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Using CPQ user access management

# Using CPQ user access management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Using CPQ User Access Management

This guide explains how to manage user access to the ServiceNow CPQ Admin interface, enabling administrators to grant or remove admin rights and resolve access issues efficiently.
It is essential for controlling who can administer the CPQ environment versus who can only use it as an end user.
Show full answer Show less  
Access to the User Access utility itself must be enabled via a ServiceNow support request.

## Key Features

* **User Access Utility:** Allows administrators to view and manage access levels of users in the CPQ system. Access levels include **ADMIN** (full administrative privileges) and **ENDUSER** (configuration and usage only).
* **CSV Import/Export:** Admins can export the current user access list, modify it externally, and import changes back to bulk update user access levels.
* **Edit Individual Users:** Admin access can be toggled on or off for individual users through an edit modal accessible by clicking their username.
* **Default Access Behavior:** Existing users initially have both ADMIN and ENDUSER access; new users start with ENDUSER access only and must be granted ADMIN access explicitly.
* **Toggle Admin Access:** Admin rights can be added or removed for selected users collectively via checkboxes.

## Practical Application

ServiceNow CPQ administrators can control who has permission to configure and manage CPQ blueprints, fields, and rules, thereby securing critical administrative functions while enabling sales and partner users to create configurations without administrative privileges.

When access issues occur, such as an "unknown error" message or login problems after CSV imports, troubleshooting steps include restarting the browser, clearing cache and cookies, and verifying username case sensitivity, particularly in Salesforce-integrated environments.

## Additional Considerations

* Users appear in the CPQ User list upon first accessing the system and authenticating through the authorization provider.
* Admin access can be revoked for users who no longer require it, maintaining security and limiting administrative rights.
* Ensure username case consistency in CSV imports to prevent access errors, with Salesforce users requiring lowercase usernames.  
Manage access to the ServiceNow CPQ Admin interface. Grant or remove admin rights and troubleshoot access issues.
The User Access utility allows managing access to selected areas of ServiceNow CPQ Admin. Admin users have full admin access unless their access level is modified via CSV import.  
Note:  
The User Access utility is enabled via a support request. Open a ticket by using the [ServiceNow Support portal](https://support.servicenow.com). For step-by-step instructions, see [Create a case on Now Support for CPQ Customers](https://support.servicenow.com/kb?sys_kb_id=d67d3e71475d7a90f64de825126d4326&id=kb_article_view).

ServiceNow CPQ Admins can control access to the ServiceNow CPQ Admin interface by granting admin access only to specific users. All existing users have admin access, which can be adjusted to end-user access as needed. New users automatically receive end-user access and
need to be explicitly granted admin access by a user with admin access.  
Note:  
If a message appears that says "An unknown error occurred" when you try to access ServiceNow CPQ Admin, admin access may not be toggled on. If you encounter this message, contact a user with ServiceNow CPQ admin access to enable your access.

## Setting up user access {#cpq-using-uam__section_scp_xky_qgc}

Admin users can modify access via CSV upload (Admin \> Utilities \> User Access)

The User Access window displays the users currently in the system. To view a user's access, move the cursor over the user. The access is displayed in a tooltip.

To add, change, or delete users, create a CSV file and import the file into Admin Assist.

* Username: Email address of the user, click to open a modal window for editing access. See 'Edit User' section, below.
* Access: Level of access a user has, can be END_USER or ADMIN,END_USER
  * END_USER: Can create configurations using ServiceNow CPQ. This is for sales users, partners, and similar roles.
  * ADMIN: Can access the administrative side of ServiceNow CPQ to create and modify blueprints, fields, rules, and other items.
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* Toggle Admin Access: Select one or more users using the check box. Toggle Admin Access adds or removes admin access for the selected users, depending on their current access level.
* Import: At the bottom of the user access page is an exportable sample user access file. After making the necessary modifications to the exported file, you can import it using the Import button.
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## Editing a user {#cpq-using-uam__section_r5w_mly_qgc}

Individual users can be edited by clicking their username in the table, which launches an Edit User window.

* Username: email address of the user being edited.
* Enable Admin Access: Toggle for controlling access to the Admin features of ServiceNow CPQ. The toggle to the right indicates that the user has Admin privileges.
* Save / Cancel: Confirm any changes made or cancel to not save.
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## Additional considerations {#cpq-using-uam__section_krc_sly_qgc}

Users are created and show up on the User screen in ServiceNow CPQ the first time they access a ServiceNow CPQ instance and go through the authorization provider.

All existing users of a ServiceNow CPQ instance have END_USER and ADMIN access. Admin access can be removed from users that do not require it.

Newly created users have END_USER permissions only. The access level can be changed by an administrator following the above steps.

## Troubleshooting {#cpq-using-uam__section_gn3_vly_qgc}

* Once granted access, new users may need to do one or more of the following:
  * Restart the browser
  * Clear the browser cache
  * Remove ServiceNow CPQ session cookies before accessing ServiceNow CPQ Admin
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* If users experience login issues after a CSV import, verify that the user names in the CSV match the case used in the user records. If ServiceNow CPQ is integrated with Salesforce, user names should be all lowercase to align with system requirements, as Salesforce does not allow user names to be uppercase.

  If necessary, edit the CSV so that user names
  are in lowercase, and import the user again.
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**Related reference**   

* [User access](https://www.servicenow.com/docs/lEDRdPMS8TH2JtQkWDOgPg "Learn how to grant or revoke admin access for a user. Existing users have admin access by default, while new users have only end-user access.")
* [User Access Control reference](https://www.servicenow.com/docs/r8oGwzo3PUi5IJLiONgJ1w "Control Admin access levels using CSV imports. Assign NONE, READ, EDIT, or ADMIN permissions to specific areas.")