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Request ITSM Roles — Problem Management

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Request ITSM Roles — Problem Management

Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Problem Management plugin (com.snc.itsm.roles.problem_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Problem 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


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
  • 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.


  1. From your instance, navigate to System Definition > Plugins.
  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

    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.
  5. Click Submit.