To activate the integration between Incident Management and Universal Request, request the Universal Request: Integration for Incident management plugin (com.snc.incident.universal_request) through the Now Support Customer Service system. This plugin includes demo data and activates related plugins if they are not already active.

Before you begin

Role required: none

About this task

The Universal Request Integration for Incident management plugin activates these related plugins if they are not already active.
Table 1. Plugins for Universal Request Integration for Incident management
Plugin Description
Universal Request

[com.snc.universal_request]

 Enables seamless service experience across different groups and task types.

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 2. 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.