Sometimes you need to create a user account directly in ServiceNow instead of waiting for automatic provisioning or import feeds. This guide gets you a working user record with the right authentication setup.
When manual user creation becomes necessary
Most ServiceNow instances pull users from LDAP, Active Directory, or SAML providers automatically. But sometimes you need to create accounts immediately — for contractors who aren't in your corporate directory yet, external consultants who need temporary access, or when testing integrations that require specific user attributes. The people who handle this — platform admins and service desk teams — need accounts created fast, and they need those accounts to work correctly with whatever authentication system the instance uses.
How ServiceNow user records work
A user record combines identity information (who they are) with authentication settings (how they log in). The required fields are User ID, first name, last name, and email — but the authentication behavior depends on choices you make during creation. You can set a temporary password and force a reset, or send them an activation email. The key thing most people miss: manually created users bypass your SSO setup by default, so they'll use ServiceNow's local authentication unless you explicitly configure otherwise.
Making manual users work with your environment
Once you have a basic user record, you'll typically need to add them to groups, assign roles, and decide whether they should use SSO or local authentication. For SSO users, you'll want to match their User ID to whatever your identity provider sends. For local authentication users, establish a password policy and consider whether they need MFA enabled. In production environments, document who created manual accounts and why — auditors love asking about accounts that don't match your standard provisioning process.
Before you start
- •user_admin role or admin role
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Step by step
Navigate to the Users table
Go to User Administration > Users in the left navigation. Click the New button to create a new user record. You'll see the user form with multiple tabs — start with the Basic tab which contains the required fields.
Fill required identity fields
Set the User ID field — this must be unique across your instance and typically matches their email address or corporate username. Fill in First name, Last name, and Email address. The User ID is what they'll use to log in, so make it something they'll remember or that matches your corporate standards.
Configure password settings
In the Password section, decide between setting a temporary password or requiring email activation. If you check 'Password needs reset', they'll have to change it on first login — this is the secure default. Leave the Password field blank to send them an activation email instead. Don't set both a password and check the activation email option.
Setting a password directly means they can log in immediately — useful for accounts you're testing or when the user needs immediate access.
Set authentication method
Look for the 'Web service access only' checkbox — leave this unchecked unless this account is for API integrations only. If your instance uses SSO, the user will bypass it unless you configure their User ID to match what your identity provider sends. For local authentication, the settings you just configured will control their login process.
Configure basic access settings
Set the Time zone to match the user's location — this affects how they see timestamps in the interface. Check the Active checkbox to enable the account. Leave the Locked out and Failed login attempts fields alone unless you're troubleshooting an existing account. Save the record to create the user.
Assign roles and groups
After saving, you'll see Related Links at the bottom of the form. Click 'Edit' next to Roles to assign the user appropriate roles for their job function. Use Groups to assign them to teams or departments. Don't assign admin roles unless absolutely necessary — start with the minimum access they need.
Test the account
Have the user attempt to log in, or use an incognito browser window to test the credentials yourself. If they're getting SSO prompts when they should use local auth, or local login screens when they should use SSO, revisit the User ID field — it needs to match whatever authentication method you intended.
Best practices
Use email addresses as User IDs for local authentication users — they're unique and users won't forget them.
Always check 'Password needs reset' when setting temporary passwords instead of giving users permanent credentials you created.
Document manual user creation in the Notes field, including who requested the account and why it couldn't be provisioned normally.
Don't assign roles directly to users in production — create groups with appropriate roles and add users to groups instead.
Test authentication immediately after creation — SSO configuration problems are much easier to fix before the user tries to log in.
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