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Create a user

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Create a user

You can add a user to your instance to allow them to log in and use the features.

Before you begin

Role required: user_admin or itil


  1. Navigate to User Administration > Users.
  2. Click New and enter the following information:
    Field Input Value
    User ID Create a unique identifier for this user's ServiceNow login user name. Typical examples of user IDs are cwitherspoon and charlie.witherspoon. You cannot create a new user whose User ID duplicates an existing user. If you do import duplicates from an update set, the more recently created name takes the duplicate User ID.
    First name Enter the user's full first name.
    Last name Enter the user's last name.
    Title Enter a title or job description, or select one from the list.
    Department Select the user's department from the list.
    Password Assign a password to the user. This password can be permanent or temporary.
    Password needs reset Select this check box to require the user to change the password during the first login.
    Locked out Select this check box to lock the user out of the instance and terminate all their active sessions. The system prevents users with the admin role from locking themselves out.
    Active Select this check box to make this user active. Only the administrator sees inactive user in:
    • Lists of users
    • The selection list on reference fields (magnifying glass icon)
    • The auto-complete list that appears when you type into a reference field
    Web service access only Select this check box to designate this user as a non-interactive user. This field is available with Non-Interactive Sessions.
    Internal Integration User Select this check box to designate this user as an internal integration user.
    Date format Select the user's preferred format for dates.

    Enter the user's email address.

    To enter a non-standard email address that does not pass field validation, you must deactivate the validation script first.
    1. Navigate to System Definition > Validation Scripts.
    2. Select the email record.
    3. Clear the Active check box and save the change.
    4. Complete the user profile, including the email address, and update or submit the record.
    5. Reactivate the email validation script.
    Notification Select the type of notification to send to this user. The default is Email. If you select None, the user can still receive notifications if they subscribe to the notification or are specified as a recipient in the Email Notifications form.

    To prevent notification completely, set a condition on the Email Notification form itself that does not deliver the notification if this field is set to None.

    Calendar integration Select Outlook to have this user receive meeting notifications via email directly to the calendar. Otherwise, select None.
    Time zone Select the user's time zone.
    Business phone Enter this user's business phone number.
    Mobile phone Enter this user's mobile phone number.
    Photo Attach a photo of the user, if appropriate.
    Geolocation tracked Select the check box to enable location tracking. The Geolocation tracked field, which is available when Geolocation is activated, provides the option to track a user's location.
    Location Select the user's usual location. This field is visible when geolocation is active.
  3. (Optional) Customize the form to add the Schedule field and assign a schedule to the user.
  4. (Optional) Customize the form to add a Language field or a Country code field to associate a specific language or location with a user.
  5. Click Submit.
    The new user record appears at the top of the list.