Request Incident Management — Core

  • Release version: Australia
  • Updated June 11, 2026
  • 1 minute to read

    • Incident Management - Core plugin (com.snc.incident_management) is a new incident state model that includes demo data and activates related plugins if they are not already active.

    Before you begin

    Role required: admin

    About this task

    Incident Management - Core (com.snc.incident_management) is available by default in new instances. Customers upgrading from Geneva or earlier versions must request the plugin. For more information, see KB0564465.
    Note:
    If the new state model is installed on upgraded instances, then ensure that the old states are mapped to the new ones. The mapping is especially important if you have made customizations, implemented workflows, added script includes, and added business rules.

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Select Request plugin to open the Activate Plugin form on Now Support.
    3. On the Activate Plugin form, provide the following information.
      Table 1. Activate Plugin form
      Field Description

      What is your target instance

      Select the instance that you want to activate the plugin on.

      Which plugin would you like to activate

      Select the name of the plugin to activate.

      Note:
      If the plugin isn't listed, or if you're activating on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box. Enter the plugin name in the field that appears.

      Select Maintenance Date and Time

      Select the date and time to activate the plugin.

      For example, see the following form to activate the Event Management plugin on an instance named SNC Instance.

    4. Select Submit.
      After the maintenance window, the system installs the plugin on your instance. To confirm the installation, go to the Installed tab in the Application Manager.