Audience
Issue
Full Message: This user already exists. If they are associated with your company (account), go to View All Users, search for the user, and update their access role. If they are not associated with your company, create a support case on Now Support.
The message occurs when an Admin is trying to add a new employee in User Management.
Environment
User Management user interface (UI)
Cause
Any of the following may be the cause as to why the Admin is unable to add the user:
- The user is not currently associated with your account. The user is likely associated to a different company account.
- The user is already associated with your account. The Admin was trying to link a user who is already linked.
Resolution
- In User Management, search for the user as an associated user with your account.
- Navigate to the User list.
- Search for the user by name or email.
- Use the status in the table below to determine the required action.
NOTE: If the user is on the list, this signifies they are associated with your account.
Back to TopUser Status and Required Action by Admin Status Action User NOT on your list
(user not associated with your account)
NOTE: You can assume the user exists in the ServiceNow environment and is associated with a different company.- The affected user must request Now Support update their status. Refer to Requesting to be removed as a user from your previous company
IMPORTANT: Do not continue with the next step until after the affected user confirms the update is completed per their case. - Update the user's access roles for Now Learning.
User on your list
(user associated with your account)- Update the user's access roles for Now Learning.
- The affected user must request Now Support update their status. Refer to Requesting to be removed as a user from your previous company