Request Incident Management — Core

  • Release version: Washingtondc
  • Updated January 20, 2026
  • 1 minute to read

    • Incident Management - Core plugin (com.snc.incident_management) is a new incident state model that includes demo data and activates related plugins if they are not already active.

    Before you begin

    Role required: admin

    About this task

    Incident Management - Core (com.snc.incident_management) is available by default in new instances. Customers upgrading from Geneva or earlier versions must request the plugin. For more information, see KB0564465.
    Note:
    If the new state model is installed on upgraded instances, then ensure that the old states are mapped to the new ones. The mapping is especially important if you have made customizations, implemented workflows, added script includes, and added business rules.

    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.