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Activate Incident Management - Core

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Activate Incident Management - Core

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.

About this task

Incident Management - Core (com.snc.incident_management) is available by default in new instances but it is not available on upgrade. 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.


  1. In the HI Service Portal, click Service Requests > Activate Plugin.
  2. Fill out the form.
    Target Instance Instance on which to activate the plugin.
    Plugin Name Name of the plugin to activate.
    Specify the date and time you would like this plugin to be enabled

    Date and time must be at least 2 business days from the current time.

    Note: Plugins are activated in two batches each business day in the Pacific timezone, once in the morning and once in the evening. If the plugin must be activated at a specific time, enter the request in the Reason/Comments.
    Reason/Comments Any information that would be helpful for the ServiceNow personnel activating the plugin such as if you need the plugin activated at a specific time instead of during one of the default activation windows.
  3. Click Submit.