Request ITSM Roles — Incident Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • 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
    • sn_service_desk_agent
    • incident_manager
    • sn_incident_admin
    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 within 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. Select Request plugin to open the Activate Plugin form on Now Support.
    3. On the Activate Plugin form, provide the following information.
      Table 2. 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.