Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process.

Before you begin

Role required: admin

About this task

The ITSM Roles plugin (com.snc.itsm.roles) includes an additional security model. The security model provides more granular roles across ITSM applications as well as within them, allowing you flexibility in setting up access controls. The ITSM Roles plugin is available by default in new instances. Users upgrading from Madrid or earlier versions must request the plugin.

Table 1. Plugins for ITSM Roles
Plugin Adds roles
Business Stakeholder

[com.snc.business_stakeholder]

 business_stakeholder
Note: The business_stakeholder role contains the sn_incident_read, sn_problem_read, sn_change_read, sn_request_read, and approver_user roles.
ITSM Roles — Incident Management [com.snc.itsm.roles.incident_management]
  • sn_incident_read
  • sn_incident_write
ITSM Roles — Problem Management [com.snc.itsm.roles.problem_management]
  • sn_problem_read
  • sn_problem_write
ITSM Roles — Change Management [com.snc.itsm.roles.change_management]
  • sn_change_read
  • sn_change_write
ITSM Roles — Request Management [com.snc.service_management.roles.request_management]
  • sn_request_read
    Note: As there are future updates expected for the sn_request_read role, do not assign it to users without the business_stakeholder role.
  • sn_request_write

To purchase a subscription, contact your ServiceNow account manager. The account manager can arrange to have the plugin activated on your organization's production and subproduction instances, generally in a few days.

If you don't have an account manager, decide to delay activation after purchase, or want to evaluate the product on a subproduction instance without charge, follow these steps.

Note: Activate the ITSM Roles plugin on a subproduction environment and test the functionality before requesting activation in the production environment. For assistance, contact the ServiceNow Professional Services team.

Procedure

  1. Navigate to All > System Applications > All Available Applications > All.
  2. On the All Applications page, select Request Plugin to open the Activate Plugin form on Now Support.
    Admin view of Activate Plugin form to capture details for activating the CSM Workspace plugin on a selected instance. For the text description, refer to the Activate Plugin form table.
  3. On Now Support, select the link to access the Now Support Service Portal Service Catalog.
    Message informing customers about new service portal with a link provided.
  4. Select your instance.
  5. Select Actions > Activate Plugin.
  6. On the Activate Plugin form, provide the following information.
    Table 2. Activate Plugin form
    Field Description

    What is your target instance

    Instance on which to activate the plugin.

    Which plugin would you like to activate

    Name of the plugin to activate.

    Note: If the system does not list the plugin you want or if you are activating the plugin on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box and then enter the name of the plugin.

    Select Maintenance Date and Time

    The date and time to activate the plugin.

    Note: Plugins are activated in two batches, once in the morning and once in the evening, on every business day in the US Pacific time zone. If the plugin must be activated at a specific time, enter the request in the Reason/Comments field.

    For example, see the following form to activate the CSM Workspace plugin on an instance named My Instance.

    Figure 1. Activate Plugin form
    Admin view of the form to capture details of the CSM Workspace plugin on a selected instance. For the text description, refer to the Activate Plugin form table.
  7. Select Submit.
    For additional details about requesting a plugin, see Requesting a Plugin from the Service Catalog [KB0751715] article in the Now Support Knowledge Base.