Audience
Customer Admins
Issue
After an employee leaves the company, the user is still listed as inactive on the Users List in User Management.
NOTE: Removing user from UM is not the same situation as pausing a current active employee for a reason such as a short- or long-term leave. You can make the employee inactive by removing their company roles. Refer to Making a user inactive for your company by removing all roles.
Environment
- User Management UI
- Now Learning
Resolution
To remove (disassociate) inactive users under your company's account you must proceed with step 1 first.
IMPORTANT: If removing key contacts, (e.g., Primary Customer Admin, Primary and/or Secondary Business Contact), ensure they are replaced before proceeding to Step 1. For detailed instructions on editing the account contact list, refer to the Add, Remove, and Replace Company Key Contacts in Now Support User Management tool.
- As an Admin you will have to remove all existing roles from the user to make the user Inactive. For more information on how to remove roles and make the user inactive, refer to Making a user inactive for your company by removing all roles. After the roles are removed, the user’s status changes to Inactive.
- Access the User Management portal, navigate to the Inactive users tab. List of Inactive users will display.
- For the impacted user, select the Actions dropdown and click Remove Profile option.
Image example of Remove User option. - Once the user is removed, the user will not be visible in the user list.
Image example of Remove User confirmation.