FAQ
Detailed SHI One guides and walkthroughs can be found via this knowledge base's lefthand sidebar, including:
- FAQ
- Frequently asked questions about SHI One
- Getting Started
- Step-by-step onboarding walkthroughs
- Features
- Learn about different features and how to use them
- Integration Guides
- Overviews and walkthroughs of AWS and Azure integration options
Additionally, there are also several in-app walkthroughs within SHI One. To access the walkthroughs simply sign in to SHI One, in the bottom lefthand corner click the blue question mark icon to open up the Resource Center, click SHI One Walkthroughs, and then choose a walkthrough. Walkthroughs are available 24/7 and can be accessed as many times as you wish.
Use Chrome, Edge, or Firefox as your browser. Internet Explorer is not supported. 
- Choose the login option used by your organization
- If you don't know which option to use, try all three
- If the Microsoft and Google login options don't work, click SHI One -> Register an Account to manually register your account and password
- You will receive a confirmation email; click the link and then sign in to SHI One using the SHI ONE login option
- If you do not receive the confirmation email, contact your organization's IT team to confirm that the email reached your server AND was not blocked
If you try to sign in using Microsoft O365/Azure AD and see a message similar to the following:
This means your organization has not yet granted SHI One the necessary permissions. Send this URL to a Microsoft/O365/Azure admin in your organization (usually someone on your IT team) to authorize the application on your behalf:
Once permission is granted, you will sign in using the Microsoft SSO login option. Until then, select the SHI ONE login option, click 'Don't have a login? Register an account', complete the registration process, then sign in to SHI One using the SHI ONE login option.
This means your organization's SHI One admin (usually someone on your IT team) has not yet approved your SHI One profile. Your organization's SHI One admin can approve your profile by following these steps:
- Navigate to Settings -> User Management
- Click the Awaiting Approval tab
- To the right of each email address, click the Role drop-down and select either User or Admin
- Click the Save button in the upper right
Once your organization's admin has approved your profile, you will be able to sign in.
Try the following troubleshooting steps. After you complete each step, try signing in.
- Make sure you are using Chrome, Edge, or Firefox as your browser; Internet Explorer is not supported
- Click the Microsoft login option, then the Google login option, then the SHI One Register an Account option
- If the Register an Account option says you already have an account, click the SHI One Forgot Password? option
- Clear your cookies and site data for SHI One
- Try to sign in using a different browser
If the steps above do not resolve the issue, send an email to [email protected] and include the following information:
- The name of your organization
- The email address you're trying to sign in with
- The browser(s) you have tried to sign in on
- The login method(s) you have tried (Microsoft, Google, SHI One)
- Screenshots of what you see after you try to sign in
- Any other relevant information; the more information you provide, the faster the support team will be able to diagnose and fix the issue
On the lefthand sidebar, navigate to Support Center -> New Request
To learn about the different types of Service Requests, how the Support Center handles your Service Request, and how to check the status of your Service Request, visit the How to Report an Issue in SHI One page.
If you cannot submit a Service Request, it means your Admin has not added you to the correct Security Group(s). Users in a Security Group can only submit Requests for the contracts, permissions, and accounts that have been assigned to that specific Security Group.
Tell your Admin to visit the Customer Getting Started Guide - Security Groups page and add you to the correct Security Group(s).
Customers with Azure can view cloud spend for those subscriptions via our Cloud Governance Framework. The setup process required to view that spend is found at Installing Azure Marketplace Applications.
- Note that Azure Web Direct subscriptions are not supported in SHI One; cost reporting and consumption data will not display for Web Direct subscriptions
For all others, you can only view AWS/O365 spend if it is procured through SHI.
Only orders with a Pick Ticket number or orders that are being worked on will be shown in SHI One. If you need to access a recent order not shown in SHI One, login to your account on SHI.com.
SHI One will only show an order for a maximum of 30 days after the order is marked as delivered by the carrier. If you need asset data for older orders no longer visible in SHI One, your account rep can send you historical asset data of older warehouse orders.
Customers with Azure can view cloud spend for those subscriptions via our Cloud Governance Framework. The setup process required to view that spend is found at Installing Azure Marketplace Applications.
- Note that Azure GovCloud is not supported in SHI One
- Note that Azure Web Direct subscriptions are not supported in SHI One; cost reporting and consumption data will not display for Web Direct subscriptions
You must first install the Cloud Governance Framework Marketplace app. The setup process is found at Installing Azure Marketplace Applications.
A Security Group is a designated group of users who have permission to view specific contracts and features in SHI One. Only Admins can set up Security Groups.
In order to view data in SHI One, users much be added to the correct Security Group(s). Users in a Security Group can only view data for the contracts, permissions, and accounts that have been assigned to that specific Security Group.
Visit the full step-by-step walkthrough on the Customer Getting Started Guide - Security Groups page; below is a brief summary of the setup process.
How to Set Up Security Groups
- Create a Security Group and give it a name
- Add the corresponding contract(s)
- Set permissions, which define what data and features users can view
- Add users to each Security Group, designating each as either Member or Manager of that specific Group
No. Each employee in your organization will need to be added to a Security Group, which classifies what type of requests and which contracts that person can submit a Service Request for. Users in a Security Group can only submit Service Requests for the contracts, permissions, and accounts that have been assigned to that specific Security Group.
Only Admins can set up Security Groups.
Learn how to add users to Security Groups on the Customer Getting Started Guide - Adding Users page.
Yes; SSO can be enabled at any time. The process must be performed by an Admin.
- Log in to SHI One and navigate to Settings -> General
- To the right of 'Microsoft Domain Consent', click the Consent button
- This step depends on if the SHI admin is also the organization's Microsoft admin:
- If you ARE a Microsoft admin, you will be able to login to Microsoft and grant SHI One consent to enable the SSO
- If you are NOT a Microsoft admin, you will see a link; send that link to your organization's Microsoft admin (usually someone on your IT team) who can grant consent to enable the SSO
- Once consent has been granted by the Microsoft admin, all users will sign in via the Microsoft SSO login option
Only Admins can change user roles. In the SHI One portal, Admins can perform the following steps:
- On the lefthand sidebar, navigate to Settings -> User Management
- Find the user and click the pencil to the right of their name
- Under Role, select either Admin or User
- Click Save
Only Admins can remove users. In the SHI One portal, Admins can perform the following steps:
- On the lefthand sidebar, navigate to Settings -> User Management
- Find the user and click the pencil to the right of their name
- Under Status, select Inactive
- Click Save
When a user is listed as Inactive, they are unable to login or access SHI One.
SHI One accounts by default are associated with one single domain; all users on that domain are able to self-service login. In order to add a second domain, the support desk must create a user profile for someone whose email address uses the second domain. Navigate to Support Center -> New Request -> Service Request and submit a ticket which includes the following information:
- Request that a second domain be added to your account
- Email address with the second domain
- First and last name
- Phone number
- What role the user should have (User or Admin)

