> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/accessnow-user-guide/new-account-set-up/new-account-setup-guide.md).

# New Account Setup Guide

## Setting Up a New Customer Account

To request a new AccessNow customer account, customers or channel partners must first provide Gallagher with a Purchase Order (PO) and then complete a short [AccessNow onboarding form](/knowledge-hub/accessnow-user-guide/new-account-set-up/new-account-request.md).

## What you'll have at the end

A tenancy where a requester picks an area, an approver approves it, and the access group membership appears on the cardholder in Command Centre automatically, with notification emails at each stage.

**Estimated effort:** Half a day, if Command Centre is already available.

{% hint style="info" %}

## Troubleshooting and support

If you encounter issues or problems, use the troubleshooting guide or FAQ, or contact Gallagher Support. You can also **ask questions in natural language using the chat window in the top-right corner.**

[Troubleshooting and support](/knowledge-hub/accessnow-user-guide/help-resources/support-and-troubleshooting.md)

[FAQ](/knowledge-hub/accessnow-user-guide/help-resources/frequently-asked-questions.md)
{% endhint %}

## Phase 0 — Prerequisites

Have all of these before you start. Missing any one of them is the usual reason a setup stalls halfway.

<table data-search="false"><thead><tr><th>Item</th><th>Where it comes from</th></tr></thead><tbody><tr><td>AccessNow administrator login</td><td>Emailed by the AccessNow team after the demo request form is processed</td></tr><tr><td>Access to a Command Centre server, <strong>v9.10 or later</strong>, with Config Client admin rights</td><td>Gallagher demo server, partner lab server, or customer server (trials)</td></tr><tr><td>Command Centre licence file that includes <strong>AccessNow licences</strong></td><td>Gallagher Sales Operations or Support team</td></tr><tr><td>Command Centre <strong>serial number</strong>, server <strong>time zone</strong>, and API Gateway <strong>region</strong> (Australia or United States)</td><td>Command Centre Config Client. This information is required to set up Command Centre and AccessNow integration.</td></tr><tr><td>Workflow template <strong>Access Request Workflow Template</strong> (JSON) and email templates</td><td><a href="https://resources.security.gallagher.com/Sales_and_Marketing_Tools/Sales_Toolkits/Product/AccessNow">Gallagher Security Hub – AccessNow</a></td></tr><tr><td>Two or more demo users with mailboxes you can access: <strong>one requester and one approver</strong></td><td>You. A user can't approve their own request, even in test mode, so two email addresses or people are required for testing.</td></tr></tbody></table>

## Phase 1 — Prepare Command Centre

Done in **Command Centre Config Client** (and Command Centre Client for cardholders).

### [**Set a unique identifier on cardholder PDF**](/knowledge-hub/accessnow-user-guide/system-administration/command-centre-integration/set-command-centre-unique-identifiers.md)

Similar to other integration types, AccessNow uses a unique PDF (usually an email address or employee ID) to identify cardholders between Command Centre and AccessNow.

### Get Command Centre demo-ready

* [ ] **Create demo cardholders in Command Centre**\
  Create a cardholder for each demo requester and approver in Command Centre. Populate the **Email** PDF with the *exact* address they will use to log in to AccessNow.
* [ ] **Create demo Access Groups**\
  Create (or reuse) 3–5 access groups with names that read well in a demo, for example *Server Room*, *Laboratory B*, *Executive Floor*, *Car Park*.
* [ ] Optionally populate extra PDFs such as **Department** and **Role** so approvers see context about the requester.

> 💡 All access groups from the operator's division appear in AccessNow as a **flat list**. Keep the demo division tidy, or you'll be hiding a lot of items later.

### [Integrate Command Centre and AccessNow](/knowledge-hub/accessnow-user-guide/system-administration/command-centre-integration.md)

Enable Command Centre Cloud, create an AccessNow REST operator, and complete the AccessNow configuration.

### [AccessNow branding](/knowledge-hub/accessnow-user-guide/new-account-set-up/account-branding.md)

Choose and upload a logo and colour in AccessNow settings. A white-label URL needs the customer's DNS team and certificate validation, which adds lead time and another party. Decide early whether you need a custom URL so it does not become the critical path to the demo date.

## Phase 3 — Users and approver groups

You create people for account setup and testing: someone to request access and someone to approve it. You then place approvers into groups, including a default group that catches requests without a specific owner.

### [Create the AccessNow users](/knowledge-hub/accessnow-user-guide/system-administration/user-management.md)

You need at least two people to test the full flow, because nobody can approve their own request. Each user's email must match the cardholder in Command Centre so AccessNow can link the two records. Assign users the appropriate privileges and titles through user management options such as [roles](/knowledge-hub/accessnow-user-guide/system-administration/system-administration-groups/roles-and-privileges.md) and [groups](/knowledge-hub/accessnow-user-guide/system-administration/system-administration-groups/creating-a-system-administration-user-group.md).

### [Single Sign-On integration](/knowledge-hub/accessnow-user-guide/new-account-set-up/single-sign-on-configuration.md)

While SSO is optional for demos, it is the default way to create and authenticate users in a production setup.

### [Create approver groups](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/approver-groups.md)

Routing approvals to the right people is one of AccessNow's main selling points. The default group ensures no request is left without an approver, even for areas with no owner assigned.

## Phase 4 — Command Centre Lists

### [Import Command Centre lists](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists.md#lists-imported-from-command-centre)

You pull the Access Groups, Personal Data Fields, Card types and Divisions from Command Centre into AccessNow. You rename Access Groups into plain language, hide anything that shouldn't be requestable, and assign the approver group for each area. This defines both the requester's menu and who approves each item on it.

### [Assign approvers to Access Groups](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/access-groups-list/assigning-approvers-to-access-groups.md)

This connects the requester's chosen area to the right approver. Without it, every request goes to the default group, and you lose the strongest part of the demo.

## Phase 5 — Email templates

You make sure the notification emails exist for each stage of a request: new task for the approver, plus completed, declined and failed for the requester. Without them, the workflow runs but nobody finds out what happened.

### [Configure notification templates](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/email-templates/email-notifications.md)

Emails are how approvers find out about new tasks and how requesters hear the result. The workflow needs a template selected for each field.

## Phase 6 — Build the workflows

You import Gallagher's workflow template and connect it to everything built so far: the area list, approver groups, unique identifier, cardholder details and email templates. The phase ends when the workflow builder shows no red validation errors.

### [Create the workflows from templates](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates.md)

At the moment, workflows can only be built from templates. This approach is much faster and less error-prone than building from scratch. The template also highlights any remaining configuration in red.

## Phase 7 — Test

### [Test the workflows](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/testing-a-workflow-version.md)

You run the workflow end to end, using separate requester and approver accounts. You check that emails arrive, approvers see the right details, and approved access shows up on the cardholder in Command Centre. Remember that test actions make real changes in Command Centre.

## Phase 8 — Publish and control visibility

### [Publish Workflows](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/publishing-a-workflow-version.md)

You make the tested workflow live on the Make a Request dashboard and lock that version against edits. You then restrict visibility so only the right demo users can see it.

## Final checklist

* [ ] Connection test in **Settings > Command Centre** passes
* [ ] Access groups renamed and sensitive ones hidden
* [ ] Every requestable area has an approver group, plus a default
* [ ] Requester and approver can both log in; requester email matches the Command Centre cardholder
* [ ] Workflows published and visible to the demo requester
* [ ] Emails arrive in the inbox, not spam
* [ ] Approved access shows on the cardholder in Command Centre


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