Contents IT Service Management Previous Topic Next Topic Request ITSM Roles — Incident Management Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Request ITSM Roles — Incident Management Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process. Before you beginRole required: admin About this task 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. Customers upgrading from Madrid or earlier versions must request the plugin. Table 1. Plugins for ITSM Roles Plugin Adds roles Business Stakeholder [com.snc_business_stakeholder] business_stakeholderNote: 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 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 sub-production instances, generally within a few days.If you do not have an account manager, decide to delay activation after purchase, or want to evaluate the product on a sub-production instance without charge, follow these steps. Note: Activate the ITSM Roles plugin on a sub-production environment and test the functionality before requesting activation in the production environment. For assistance, contact the ServiceNow Professional Services team. Procedure From your instance, navigate to System Definition > Plugins. On the All Applications page, click Request Plugin to open the request form on HI. On HI, select to be redirected to the HI Service Portal Service Catalog. On the Activate Plugin request form, fill in the fields. Field Description 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 two business days from the current time. Reason/Comments Information that would be helpful for the ServiceNow personnel who are activating the plugin. For example, if you need the plugin activated at a specific time instead of during one of the default activation windows, specify it in the comments. Click Submit. Components installed with ITSM Roles — Incident ManagementSeveral user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).Related topicsList of New York plugins On this page Send Feedback Previous Topic Next Topic
Request ITSM Roles — Incident Management Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process. Before you beginRole required: admin About this task 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. Customers upgrading from Madrid or earlier versions must request the plugin. Table 1. Plugins for ITSM Roles Plugin Adds roles Business Stakeholder [com.snc_business_stakeholder] business_stakeholderNote: 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 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 sub-production instances, generally within a few days.If you do not have an account manager, decide to delay activation after purchase, or want to evaluate the product on a sub-production instance without charge, follow these steps. Note: Activate the ITSM Roles plugin on a sub-production environment and test the functionality before requesting activation in the production environment. For assistance, contact the ServiceNow Professional Services team. Procedure From your instance, navigate to System Definition > Plugins. On the All Applications page, click Request Plugin to open the request form on HI. On HI, select to be redirected to the HI Service Portal Service Catalog. On the Activate Plugin request form, fill in the fields. Field Description 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 two business days from the current time. Reason/Comments Information that would be helpful for the ServiceNow personnel who are activating the plugin. For example, if you need the plugin activated at a specific time instead of during one of the default activation windows, specify it in the comments. Click Submit. Components installed with ITSM Roles — Incident ManagementSeveral user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).Related topicsList of New York plugins
Request ITSM Roles — Incident Management Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process. Before you beginRole required: admin About this task 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. Customers upgrading from Madrid or earlier versions must request the plugin. Table 1. Plugins for ITSM Roles Plugin Adds roles Business Stakeholder [com.snc_business_stakeholder] business_stakeholderNote: 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 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 sub-production instances, generally within a few days.If you do not have an account manager, decide to delay activation after purchase, or want to evaluate the product on a sub-production instance without charge, follow these steps. Note: Activate the ITSM Roles plugin on a sub-production environment and test the functionality before requesting activation in the production environment. For assistance, contact the ServiceNow Professional Services team. Procedure From your instance, navigate to System Definition > Plugins. On the All Applications page, click Request Plugin to open the request form on HI. On HI, select to be redirected to the HI Service Portal Service Catalog. On the Activate Plugin request form, fill in the fields. Field Description 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 two business days from the current time. Reason/Comments Information that would be helpful for the ServiceNow personnel who are activating the plugin. For example, if you need the plugin activated at a specific time instead of during one of the default activation windows, specify it in the comments. Click Submit. Components installed with ITSM Roles — Incident ManagementSeveral user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).Related topicsList of New York plugins
