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    Home New York IT Service Management IT Service Management Incident Management Incident Management plugins Request ITSM Roles — Incident Management

    Request ITSM Roles — Incident Management

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    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 begin

    Role 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_stakeholder
    Note: 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
      Note: As there are future updates expected for the sn_request_read role, do not assign it to users without the business_stakeholder role.
    • 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

    1. Navigate to System Applications > All Available Applications > All.
    2. On the All Applications page, click Request Plugin to open the request form on HI.
      Select to request a plugin from the All Applications page.
    3. On HI, select to be redirected to the HI Service Portal Service Catalog.
      HI redirect to Service Catalog
    4. 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

      The date and time must be at least two business days from the current time.

      Note: Plugins are activated in two batches each business day in the Pacific time zone, 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 field.
      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.
    5. Click Submit.
    • Components installed with ITSM Roles — Incident Management

      Several user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).

    Related topics
    • List of New York plugins

    Tags:

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    Release version
    Choose your release version

      Request ITSM Roles — Incident Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 begin

      Role 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_stakeholder
      Note: 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
        Note: As there are future updates expected for the sn_request_read role, do not assign it to users without the business_stakeholder role.
      • 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

      1. Navigate to System Applications > All Available Applications > All.
      2. On the All Applications page, click Request Plugin to open the request form on HI.
        Select to request a plugin from the All Applications page.
      3. On HI, select to be redirected to the HI Service Portal Service Catalog.
        HI redirect to Service Catalog
      4. 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

        The date and time must be at least two business days from the current time.

        Note: Plugins are activated in two batches each business day in the Pacific time zone, 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 field.
        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.
      5. Click Submit.
      • Components installed with ITSM Roles — Incident Management

        Several user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).

      Related topics
      • List of New York plugins

      Tags:

      Feedback

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