Claire_Conant
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2 hours ago
For most system admins, managing apps and plugins is one of those tasks that lives in the background until something needs attention. Application Manager handles the full lifecycle: installs, updates, compatibility checks, plugin activation. Knowing which path applies to your situation can make all the difference. Here's how each piece fits together and where to go when you need the details.
1. How to install or update an app from the Store
Apps are installed through Application Manager; some plugins may also require an activation request through the Automation Store on Now Support. The following knowledge article walks through the full install and update workflow, including how the process differs between production and non-production instances and how to handle status indicators you might see along the way.
Before you install, accept the terms and conditions (T&C).
You only need to accept the standard ServiceNow terms once. After that, all free apps and any in-contract paid apps are available to install immediately. Apps with custom terms (additional vendor-specific requirements) still require a separate acceptance on the app Store page.
You only need to accept the standard ServiceNow terms once. After that, all free apps and any in-contract paid apps are available to install immediately. Apps with custom terms (additional vendor-specific requirements) still require a separate acceptance on the app Store page.
Sync before you install.
In Application Manager, select Sync Now to pull the latest information from the Store.
If the app you're looking for doesn't appear in Application Manager at all, Scenario 4 covers the visibility logic that determines what shows up on each instance type.
2. How to check if an app is compatible with your release
Before installing an app or after an upgrade, it's worth checking that the app version you need is compatible with your current release. Application Manager gives you a direct way to do this.
Open the app tile in Application Manager and select the Release Notes icon. This takes you to the ServiceNow Store where compatibility information is listed for each version. You can also check older versions by selecting Other App Versions on the Store page.
3. What the status indicators in Application Manager mean
Application Manager uses colored tags and banner labels to communicate the installation state of each app. Some are informational (Free, Paid, In Product), and some indicate a blocker (Not Licensed, Approval Required, Service Provider Blocked). There are over 25 distinct indicators.
The following two knowledge articles cover the full set:
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For the status labels and their definitions: Install or update ServiceNow Store apps
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For the T&C acceptance workflow, entitlement behavior, and sync guidance that connect to those labels: ServiceNow Store app installation, updates, and terms and conditions acceptance
If a status indicator is actively blocking your install, check out Why your install failed in Application Manager...and how to fix it.
4. Why an app shows up on one instance but not another
Application Manager works differently depending on which instance type your working on. Here's how the visibility logic works for each.
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Production instances cross-check Application Manager against your organization's subscription data. You can install any listed app directly.
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Non-production instances may show apps as installable even when those same apps aren't available on production. Whether an app is allowed to be installed on non-production instances is a business decision made by the business unit that owns the app, or the vendor for third-party apps. Some newer plugins, particularly in the Now Assist and GenAI families, enforce entitlement checks on non-production instances as well.
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Bundle and dependency-only products don't appear in Application Manager at all. They install only as part of a parent product. To verify whether one of these is installed, check the sys_plugins and sys_store_app tables directly.
One important thing to keep in mind: installing an app on a non-production instance does not guarantee it will be available on production. Always verify production visibility before planning a go-live.
5. How to prepare your apps for an upgrade or go-live
When you upgrade the ServiceNow platform (by patch or family release), core platform components update automatically. Store apps and plugins follow different rules.
What updates automatically
If the installed version of an activated Store app is below the minimum version for platform compatibility, the app will be updated during the upgrade. This doesn't always bring the app to the latest version, so you should review and update Store apps manually after upgrading.
How to review after an upgrade
- To see which plugins and Store apps were updated during the upgrade, go to All > Upgrade Center > Upgrade Monitor. The Upgrade Monitor page shows plugin updates under Top 10 Plugins by Duration and Store app updates under Application Upgrade Status.
- To check which installed apps have newer versions available beyond what the upgrade applied, go to All > System Applications > All Available Applications > Installed.
If you're planning a go-live
Verify that the apps and plugins you need are visible on your production instance well in advance of your targeted launch. Even if your app is entitled, a missing application can take time to resolve because it involves back-end teams, contract verification, and daily data loads. Test on non-production first, and keep in mind that once installed, plugins cannot be deactivated.
If you're cloning
If you clone instances to refresh your non-production environments, be aware that a clone overwrites all plugin activations and Store app installations on the target instance. If an app was installed on the target for testing but isn't on the source, the clone will remove it. Reinstall after the clone completes.
6. How to request a plugin through Now Support
When a plugin doesn't have a direct install option in Application Manager, you can request activation through the Automation Store on Now Support.
- Go to All Automations > Service Catalog > Activate Plugin.
- If the plugin you need isn't listed, select Plugin I'm looking for is not listed and enter the name.
This path is for plugins only. For Store apps, use Application Manager directly (Scenario 1).
For licensing, subscription, or entitlement questions, contact your ServiceNow Account Representative.
Where to go from here
Once you know where to look, Application Manager has a clear path for most tasks. If you've run into an error, a stuck progress bar, or a status indicator that's blocking your install, the companion article, Why your install failed in Application Manager...and how to fix it, covers the seven most common causes and how to resolve each one.
For questions that go beyond the resources here, share your details and get faster answers by posting in the Upgrades and Patching forum on ServiceNow Community.
