Activate KCS Integration for Incident Management

  • Release version: Zurich
  • Updated January 30, 2025
  • 1 minute to read

    • Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) if you have the admin role. This plugin provides integration of Incident Management with the Advanced Knowledge Management features.

    Before you begin

    Role required: admin

    About this task

    The KCS Integration for Incident Management plugin (com.snc.incident.knowledge) activates the Knowledge Management Advanced Installer plugin.
    Table 1. Plugin for KCS Integration for Incident Management
    Plugin Description
    Knowledge Management Advanced Installer

    [com.snc.knowledge_advanced.installer]

    		 Use this plugin to install the Knowledge Management Advanced plugin. Activating or upgrading this plugin validates knowledge articles and knowledge bases to ensure that the Knowledge Management Advanced plugin can be successfully installed.

    After activating this plugin, agents can create knowledge articles directly from resolved incidents by using the Create Knowledge option available for the Incident Form. For more information, see Create a knowledge article from an incident using an article template.

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the plugin using the filter criteria and search bar.

      You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

    3. Select Install to start the installation process.
      Note:
      When domain separation and delegated Admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.
      You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.