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Grant and Verify Access to Application
ServiceNow Administration
Fundamentals: Participant Guide Lab 1.2
ServiceNow
Administration
Fundamentals Time
Module 1: ServiceNow – The 15–20 Minutes
Modernized Work Experience

Section 1.1: ServiceNow

Class Resources Lab Objectives
In Class Lab Activities:
1.1 You will achieve the following objectives:

Section 1.2: User Access

and Personas Grant access to application

In Class Lab Activities: Grant access to impersonate

1.2

Lab Dependency: This lab is dependent on the Agent Workspace for HR plugin which
Overview
was pre-installed in your student instance.
Lab 1.2: Grant and Verify
Access to Applications

Lab 1.2 Grant and Verify

Access to Applications Section 1: Add New Users
S ti 1 Add N U
In this section, you will create two new users who will belong to the HR technical teams.

1. Ensure you are logged in as System Administrator.

2. Navigate to All > System Security > Users and Groups.

Note: Ensure Users and Groups separator is expanded so you see the Users, Groups, and Roles
modules.

3. Create Favorites for:

Users

Groups

Roles

4. Pin the Favorites menu to make navigation quicker while focused on system security tasks.

5. Navigate to Favorites > Users and Groups - Users.

6. Select New.

7. Complete the form as follows:

User ID: Bob.HR_Support

First Name: Bob

Last Name: HR Support

Department: HR

Active: Leave check box selected

Email: Bob@example.com

8. Right-click on the form header to Save.

9. While still on the form, update these fields:

User ID: Jane.HR_Support

First Name: Jane

Email: Jane@example.com

10. Right-click on the form header and select Insert and Stay.

Note: This saves a copy of the record and allows you to update it to save time in creating
similar records.

11. Return to the Users list.

12. Confirm the two new users are on the list.

Note: Selecting the Updated column is the fastest way to sort the list to accomplish this task.
However, you can also search on the name field.

Section 2: Identify HR Groups and Make Favorite

1. Navigate to Favorites > Users and Groups – Groups.

2. On the list header, select the Show/hide filter (funnel) icon to create a filter for groups containing
HR or Human Resources.

Add the condition for Name | contains | HR

Select OR

Add the condition for Name |contains | Human Resources

Select Run

3. Use the List controls menu or right-click the list header to select Create Favorite.

The Favorite added dialog box appears.

4. Select More, select the Groups Favorite, then edit the Favorite name to HR Groups. Select any
color and icon.

5. Select Save edits.

Section 3: Real-World Assignment Groups

Add Users to Appropriate Groups

It has been determined that the HR Technical Support representatives need to be in the HR Systems
and HR Systems Support groups.

1. Open the HR Systems group record.

2. Select the Group Members tab.

3. Select Edit.

4. On the Collection list search box, type Bob.

5. Select Bob HR Support and select the Add (>) icon to add Bob to the Group Members List.

6. Repeat the process to add Jane HR Support.

Note: You can also double-click on the person’s name to add to the Group Members List.

7. Select Save.

Note: On the HR Systems Group record, a message displays to inform you that a job has been
queued. You can reload the form to confirm the users have been added to the group.

8. Using your Favorites, return to the HR Groups list.

9. Open the HR Systems Support group record.

10. On the Group Members tab, select Edit to add Bob HR Support and Jane HR Support to the HR
Systems Support group.

11. Select Save.

12. Navigate to Favorites > Users and Groups – Users.

13. Open the user record for Jane HR Support.

14. Select the Groups tab to confirm Jane’s group memberships.

15. Select the HR Systems Support link to open the group record.

16. Select the Group Members tab and confirm that Bob HR Support is also a member of the group.

Section 4: Impersonate HR Case Agents

Establish the Ability to Impersonate Users

Next, you will establish the ability to impersonate users in various HR groups (e.g., HR Payroll, HR, etc.).
In the HR application, you must have the sn_hr_core.admin role and the impersonator role to
impersonate and view HR data.

Note: In ITSM, we could give Bob and Jane the impersonator role without having to grant the
admin role. However, HR data is extremely sensitive, and access is protected by many laws.

1. Navigate to Favorites > HR Groups.

2. Locate and open the HR Admin group record.

3. On the Roles tab, select Edit.

4. On the Collection list, type impersonator.

5. Select the Add icon.

6. Select Save.

7. On the Roles tab, confirm two roles are now present.

Note: You may need to Reload the form or right-click in the Related list header, then select
Refresh List.

8. On the Group Members tab, select Edit.

9. Add the following users to the HR Admin group:

Bob HR Support

Jane HR Support

10. Select Save.

11. Use the History menu to return to Jane’s user record.

12. Select the Roles tab to identify the roles inherited through her assignment to the HR Admin group.

13. Unpin the Favorites menu.

Section 5: Verify HR Admin Can Impersonate

1. Impersonate Bob HR Support.

Note: The landing page contains no data because Bob does not have any HR cases assigned
to him and there are no cases assigned to his groups.

2. Select the User menu to see if Bob can impersonate.

Section 6: Verify HR Admin Can Create an HR Case

1. Navigate to All > HR Case Management > All HR Cases > All.

2. On the list header, select New.

3. In the Search for Employee or case number field, type Beth.

4. Select Beth Anglin from the search suggestions.

5. In the Case Details section, complete the following:

COE: HR Payroll Case

Note: COE is an abbreviation for Center of Excellence.

Work notes: Beth thought her paycheck would be deposited by now, but it is not showing on
her account.

Show

HR Service: Direct Deposit Inquiry

6. Select Create Case.

The full HR Case form displays in the classic format.

7. Assign the case to Terrance Nimmer.

8. Select Update.

9. End impersonation.

Congratulations! You have completed this lab.

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