Request ITSM Roles- Change Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Change Management plugin (com.snc.itsm.roles.change_management) to gain more control over the access that different change agents, technicians, and managers have within your Change 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. On the All Applications page, select Request Plugin to open the Activate Plugin form on Now Support.
      Admin view of Activate Plugin form to capture details for activating the CSM Workspace plugin on a selected instance. For the text description, refer to the Activate Plugin form table.
    3. On Now Support, select the link to access the Now Support Service Portal Service Catalog.
      Message informing customers about new service portal with a link provided.
    4. Select your instance.
    5. Select Actions > Activate Plugin.
    6. On the Activate Plugin form, provide the following information.
      Table 1. Activate Plugin form
      Field Description

      What is your target instance

      Instance on which to activate the plugin.

      Which plugin would you like to activate

      Name of the plugin to activate.

      Note:
      If the system does not list the plugin you want or if you are 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

      The date and time to activate the plugin.

      Note:
      Plugins are activated in two batches, once in the morning and once in the evening, on every business day in the US Pacific time zone. If the plugin must be activated at a specific time, enter the request in the Reason/Comments field.

      For example, see the following form to activate the CSM Workspace plugin on an instance named My Instance.

      Figure 1. Activate Plugin form
      Admin view of the form to capture details of the CSM Workspace plugin on a selected instance. For the text description, refer to the Activate Plugin form table.
    7. Select Submit.
      For additional details about requesting a plugin, see Requesting a Plugin from the Service Catalog [KB0751715] article in the Now Support Knowledge Base.