# Frequently Asked Questions

#### Workflows Configuration

<details>

<summary>Can the admin fully customise the request forms, or are we limited to preset forms only?</summary>

Yes—admins can build **custom request forms**, not just use preset ones.

In AccessNow, the workflow **Input step** lets you create a **custom input form** to collect requester data. Forms are **built per request type and workflow**, so each request can have a **unique form** instead of a standard template. You define the fields shown to users in the **Form Fields (Input Fields) tab**, including control types like text boxes, dropdowns, checkboxes, and file uploaders.

</details>

<details>

<summary>Can the Command Centre Access Group expiry date be optional for a requester?</summary>

Yes, the Access Group expiry date can be set to optional. Workflow admins have the ability to build **custom request forms**. Consequently, the Access Group expiry date can be set as either required or optional. This flexibility applies to any type of input field in the request forms.

</details>

<details>

<summary>Can the credential request workflow automatically select the next available card number?</summary>

Yes. When a new card is created, the next available card number is automatically assigned in Command Centre. Note: This number is not displayed in AccessNow.

</details>

<details>

<summary>When a user manually enters a credential card number, what happens if the number has already been used?</summary>

When users manually assign a card numbers, the process fails if the number is already in use. However, the system allows users to retry with a different number. This configuration can also be tailored to meet customer requirements.

</details>

#### Approvers&#x20;

<details>

<summary>Can an approver set a delegation in Access Now when they are on leave, similar to setting an Out of Office reply?</summary>

Approvals are handled via Approver Groups, where any member of the group can approve/reject requests. To cover someone being on leave **add delegated approvers in the relevant area’s approver group** (see: [Approver Group Self-Management](https://help.security.gallagher.com/command-centre/accessnow-user-guide/area-management/areas-auditing/approver-group-self-management)).&#x20;

</details>

#### Cloud Hosting &#x20;

<details>

<summary>Can AccessNow function offline, or is it limited to cloud-based operation?</summary>

AccessNow **is a cloud‑based SaaS product** hosted, maintained, and updated by Gallagher Security. It is delivered as a **fully managed cloud service**, meaning no on‑premises installation, no customer‑hosted infrastructure, and no offline/standalone mode.

</details>

<details>

<summary>Where is AccessNow hosted?</summary>

AccessNow is hosted in Gallagher's Security AWS data centre located in **Australia**.&#x20;

</details>

<details>

<summary>Is it possible to export requests or store them locally in specified locations, either independently of AccessNow platform?</summary>

No—AccessNow does **not** provide any capability to export requests or store them locally outside the platform, and there is no feature that allows customers to independently extract, save, or redirect workflow request data to specified local storage locations. All requests remain fully managed, processed, and stored within the cloud‑hosted AccessNow service.

</details>

#### Subscription Details

<details>

<summary>How is AccessNow priced and billed? </summary>

AccessNow uses a straightforward **annual subscription** model in which customers first select the number of **workflows** they want to automate—each representing a distinct access‑related process—and then estimate how many **requests** those workflows will generate over the year, adding shared request packs as needed. \
The service requires an active Care Plan to operate.&#x20;

This structure allows organisations to scale usage easily, adjust request volumes over time, and pay only for the automation capacity they actually need, without limits on the number of users enrolled.

</details>

<details>

<summary>Are the requests shared between the workflows? </summary>

Yes—AccessNow uses a pooled model where all purchased requests are shared across every workflow, meaning organisations don’t need to allocate request volumes per workflow and all submissions draw from the same collective request balance.

</details>

<details>

<summary>Is Care Plan required?</summary>

Yes—The service requires an active Care Plan to operate.&#x20;

</details>

#### User Management&#x20;

<details>

<summary>How are cardholders mapped in the Command Centre?</summary>

Cardholders in the Command Centre are mapped using a unique identifier, which can be an email address or another specific field like a user ID. This identifier is used by the workflow to look up the cardholder in Command Centre and ensure that the correct person is being updated with the requested access or credentials. The mapping process involves using the API to find the cardholder based on this identifier and then updating their information accordingly.<br>

</details>

<details>

<summary>How does the non-SSO user management work? </summary>

For exceptional cases, such as channel partners who are unable to use their customer SSO infrastructure, non-SSO accounts should be created. This can be done by following the standard [user creation instructions](/command-centre/accessnow-user-guide/system-administration/user-management/creating-and-updating-a-user.md), with the exception that **a password must be provided** for these accounts. All non-SSO users must also use two-factor authentication.

</details>

<details>

<summary>Do cardholders have to exist in the Command Centre, or can they be created?</summary>

Cardholders can be created through the workflow process, but it depends on the customer's setup. Primarily, customers are expected to choose the option to look up existing cardholders rather than creating new ones. However, it is possible to create a new cardholder through an approval process if the workflow is set up to allow it. This flexibility is part of the workflow design and can be configured based on the customer's requirements.

</details>

<details>

<summary>Can a user access multiple AccessNow accounts? </summary>

If a user requires access to multiple tenants and SSO is unavailable for all, separate non-SSO user accounts must be created with unique email addresses.

</details>

#### Policies &#x20;

<details>

<summary>What is the data retention policy? Can data be stored indefinitely?</summary>

Our data retention policy outlines the procedures for maintaining, storing, and discarding data. Data cannot be stored indefinitely; it must adhere to the specified retention periods as mandated by applicable laws and organizational requirements. Regular audits ensure compliance with these timelines to protect data integrity and privacy.

</details>


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