Activate the Return Merchandise Authorization plugin

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

    • If you have the admin role, you can activate the RMA Case Management plugin (com.sn_csm_rma_case). The plugin enables you to manage and triage return cases for customer products and services, addressing returns, replacements, and repair use cases.

    Before you begin

    Install the following plugins or confirm that they exist before activating the RMA Case Management plugin:

    Table 1. List of plugins to be installed before the RMA Case Management plugin
    Plugin Description
    Lead to Cash Core [com.snc.l2c_core] Enables you to compose Lead to Cash flow.
    Customer Service Install Base Management [com.snc.install_base] Enables you to capture the current state of the install base and establish the relationship to any downstream entities that may impact their functioning.
    Case lines and workflows [com.sn_case_line] Enables a case to hold many line items. The line items are product instances and can be extended for various order to case operations entities.
    Entitlements Verification [com.sn_ent_verify] Provides API to verify entitlement and characteristics.

    Role required: admin

    About this task

    The following items are installed with RMA Case Management:
    • Plugin
    • Tables
    • Roles

    For more information, see Return Merchandise Authorization Case Management.

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the RMA Case Management plugin (sn_csm_rma_case) 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.