User access

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of User access

    This content explains how ServiceNow CPQ administrators can manage user access levels, specifically granting or revoking admin access. By default, all existing users have admin access, while new users start with end-user access only. Admin access is required to use the administrative interface for managing blueprints, fields, rules, and other configuration objects.

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    Managing User Access

    Administrators control access via the Utilities > User Access page in ServiceNow CPQ. Key points include:

    • Username: Identified by the user’s email address.
    • Access Levels:
      • ENDUSER: Can create configurations, typical for sales users and partners.
      • ADMIN: Can access and modify the administrative side of ServiceNow CPQ.
    • Toggle Admin Access: Select users via checkboxes to add or remove admin privileges depending on their current access.
    • Import/Export: Export a sample user access file to modify user access in bulk, then re-import the file to update access settings.
    • Edit User: Clicking a username opens an editor where admin access can be enabled or disabled via a toggle, with options to save or cancel changes.

    Important Considerations

    • Users are created in ServiceNow CPQ upon first login through the authorization provider.
    • Existing users have both ENDUSER and ADMIN access by default; administrators can revoke admin access if not required.
    • New users receive ENDUSER access only and require explicit admin access grants by an existing admin.
    • Attempting to access the CPQ Admin interface without admin access results in an error message ("An unknown error occurred").
    • For additional help, customers can open support cases through the ServiceNow Support portal.

    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.

    ServiceNow CPQ Admins can control access to the 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 you try to access ServiceNow CPQ Admin without admin access enabled, you receive the message "An unknown error occurred." If you encounter this message, ask a user who has admin access to enable your access.

    Error message

    Managing user access

    Configure user access by visiting Utilities > User Access.

    User access screen

    1. Username: Email address of the user. Click to edit (see below)
    2. Access: The level of access a user has (END_USER or ADMIN)
      • END_USER: Can create configurations using ServiceNow CPQ. Typical for sales users, partners, and so on
      • ADMIN: Can access the administrative side of ServiceNow CPQ to create and modify blueprints, fields, rules, and other objects
    3. Toggle Admin Access: Select one or more users using the checkbox. Toggle Admin Access adds or removes admin access for the selected users, depending on their current access level
    4. Import: At the bottom of the user access page is a sample user access file that can be exported. After making the necessary modifications to the exported file, you can import it using the "Import” button

    To edit a user, click a username in the table.

    Edit user screen

    1. Username: email address of the user being edited
    2. 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
    3. Save / Cancel – Confirm changes or cancel
    Note:
    • 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.
    • If you need additional assistance, open a support case by using the ServiceNow Support portal. For step-by-step instructions, see Create a case on Now Support for CPQ Customers.