Request ITSM Roles — Problem Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

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

    Before you begin

    Role required: admin

    About this task

    The ITSM Roles plugin activates several related plugins such as Business Stakeholder (com.snc_business_stakeholder), ITSM Roles — Incident Management (com.snc.itsm.roles.incident_management), ITSM Roles — Problem Management (com.snc.itsm.roles.problem_management), ITSM Roles — Change Management (com.snc.itsm.roles.change_management), and ITSM Roles — Request Management (com.snc.service_management.roles.request_management). The related plugins updates the security model and introduces roles for respective products.

    With the introduction of the new roles, ITSM provides more control over the access that users have within the process.

    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.