This article explains how to add a new Admin to a client portal. As a general rule, Super Admins are responsible for managing portal access. However, Support may be required to add an Admin or Super Admin in specific scenarios such as Marriott or other approved requests.
Before You Begin: Validate the Request
If the request is not coming from:
• A Marriott ServiceNow ticket
• An approved contact
• A Super Admin
You must first review the SOP below before proceeding:
Access Requests: Portal Admin or Security Group
This ensures the requestor is authorized before access is granted.
Step 1: Navigate to Create Admins
Path:
Administration → Create Admins
Step 2: Search for the Admin by Email
Enter the email address of the Admin you want to add, then select Search.
Step 3: Complete Admin Creation
If the email is found in the system:
• Select the appropriate Role (Admin, Power Admin, or Super Admin if approved)
• If applicable, confirm the Enterprise ID is populated for SSO clients
For Marriott, Hyatt, or other SSO portals:
• An EID field will automatically populate
• Enter the EID provided by the client
• Verify the EID is not tied to an old or inactive email
Step 4: Security Group Assignment
You may see the option to assign the Admin to a Security Group.
As a general rule:
• Super Admins manage Security Group access
• Do not assign Security Groups unless explicitly approved or instructed
Once confirmed, select Create account for user.
The Admin will receive an activation email.
Common Scenario: Admin Already Exists
You may receive a message stating the email is already an Admin or Power Admin.
Example message:
“This email was found in our system and is already a Power Admin for your site.”
Paste screenshot here showing existing Admin message.
This means:
• The Admin already exists
• The issue is not account creation
If the Admin Cannot Log In
If the Admin exists but cannot log in, verify their activation status.
Path:
Administration → Resend Activation Link
Search for the Admin’s email.
If the status shows Pending:
• Select Resend Email
• Inform the client they must activate their profile via the email
Final Notes
• Always verify authorization before adding Admin access
• Never create duplicate Admin profiles
• Activation issues are resolved through resend, not recreation
• Document all actions clearly in the Zendesk ticket
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