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ServiceNow - Creating Users

**Note: **Do not click on the New button at the Users table to create a new user.  This will create a user under the Users table, but the user needs to be created under the Contact table instead.

Check if the User Exists​

  • Navigate to the Admin site and check out the Users table to see if the person was already created, but just can't log in.https://support.armory.io/nav_to.do?uri=%2Fsys_user_list.do%3Fsysparm_userpref_module%3Dc5aa0fff0a0a0aa7009a39da035ea396%26sysparm_clear_stack%3Dtrue* If the user exists already, check to see if the account is active, and not locked out.  If those value are set correctly they will just need to reset their password* Otherwise, we'll need to add the user Create/Add the User (Customer)
  • To start navigate to https://support.armory.io and Log in as Support.* Go to Manage Accounts > Users List. ** If you are in the Administration View, look for Create a User under the Armory heading in the Navigator Bar*** This should redirect you to a list view of all current users in your account. As an example, for Support, this is will show all the people in our account, which is our team. (If doing this as an internal user, this should list all users for you).* Click on the Create User button which should redirect you to a form.* Simply fill out the mandatory fields denoted by the * icon and the user should be added once submitted.* Again, internal Armory users can select which account to create the new user in while external users can only add users in their current account. Internal Armory users can create users for customers when needed.  Please Copy and Paste the information provided by the customer to ensure there are fewer errors.* **Please Note: **The account you select for a user, determines their security permissions, and which company the user is tied to. Please review to make sure that the correct account is selected, or adjustments may need to be made later on.  * Send the user instructions about how to reset their password to gain access.  https://support.armory.io/support?id=kb_article_view&sysparm_article=KB0010247 The customer admin field will always be left as uneditable and should be pre-populated when navigating to the Create New User form. This is so that we can track of who created what users. For external users to have the ability to create users, they must have the customer_admin role. By default, we've provided this role to two users in each account. For more information about Primary and Secondary accounts, please visit the KB Create/Add the User (Armory Internal Users)
  • To start navigate to https://support.armory.io and Log in as Support.* Go to Manage Accounts > Users List. ** If you are in the Administration View, look for Create a User under the Armory heading in the Navigator Bar*** This should redirect you to a list view of all current users in your account. As an example, for Support, this is will show all the people in our account, which is our team. (If doing this as an internal user, this should list all users for you).* Click on the Create User button which should redirect you to a form.* Simply fill out the mandatory fields denoted by the * icon and the user should be added once submitted.* Select the Account the Armory user should be associated with.  In this case, it will be the correct department.  If you are uncertain which department a person belongs to, please consult Rippling for the latest information. https://app.rippling.com/employee-list* Once the user is created, we will need to correlate the user with the Jira user.  In the ServiceNow Administration backend, please search Users in the Navigation Bar, or go to the following link* Find the user(s) that you have created.  Click on the user name.Check that the user has the correct Group assigned in the additional tabs at the bottom of the profile.  They should be in the same group as the company designated for the user which was selected upon creation
  • If the incorrect group is assigned, click on Edit... * Remove the group assigned and save* Click on Edit... again* Add the correct group and save. In the Jira ID field, fill in the user's # from Jira.
  • Log in to Jira in a separate window* Search for the person in the People Search Click on the name* In the URL, after the https://armory.atlassian.net/jira/people/ portion of the URL, is the user's Jira ID.  Copy this and paste it into the person's ServiceNow Jira ID If the person is a part of Support, they will also need their PagerDuty ID added 
  • Log in to PagerDuty in a separate window* Search for the person in the People Search. Click on the name* In the URL, after the https://armory.pagerduty.com/users/ portion of the URL, is the user's Jira ID.  Copy this and paste it into the person's ServiceNow PagerDuty ID Field
  • Click on the Update Button in the user's profile in ServiceNow