Request ITSM Roles - Request Management

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

始める前に

Role required: admin

このタスクについて

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.

表 : 1. Plugins for ITSM Roles

Plugin	Adds roles
Business Stakeholder [com.snc_business_stakeholder]	business_stakeholder 注: 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
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 sn_request_write sn_request_comment_write 注: The sn_request_comment_write role alone doesn't give access to comments write, you need write access for the table.

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.

注:

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.

手順

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.

   表 : 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. 注: If the system doesn't list the plugin you want or if you're activating the plugin on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box and then enter the name of the plugin.
   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.

• Components installed with ITSM Roles — Request Management
  Several user roles are installed with the activation of the ITSM Roles - Request Management plugin (com.snc.itsm.roles.request_management).