Activate Incident Management - Major Incident Management

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

    • You can activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    Before you begin

    Confirm that the application and all of its associated ServiceNow store applications have valid ServiceNow entitlements. For more information, see Store installation links.

    Role required: admin

    About this task

    Incident Management - Major Incident Management plugin (com.snc.incident.mim) must be manually activated for new and existing customers

    Incident Management - Major Incident Management plugin activates these related plugins if they are not already active:
    • Incident Communications Management (com.snc.iam)
    • Incident Updates (com.snc.incident.updates)
    • Task-Outage Relationship (com.snc.task_outage)
    Table 1. Additional plugins for Incident Management - Major Incident Management
    Plugin Description
    Notify

    [com.snc.notify]

    		 Provides platform features for workflow-driven voice calls, conference calls, and SMS messages. Requires the Twilio Direct Driver and a separate contract with Twilio for SMS and Voice capabilities.
    Note:
    Existing users already using Twilio Driver need to migrate to Twilio Direct Driver.
    On-Call Scheduling

    [com.snc.on_call_rotation]

    		 Provides the ability to create on-call schedules and escalation trees. When an incident is created, dynamically route the escalation to an on-call resource. On-Call Scheduling enables you to configure and build different on-call schedules per process and assignment group.

    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.