---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Request Incident Management --- Core

# Request Incident Management ---
Core {#ariaid-title1}

Release version: Australia  
Updated August 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Role required: admin

## About this task

Incident Management - Core (com.snc.incident_management) is available by default in new instances. Customers upgrading from Geneva or earlier versions must request the plugin. For more information, see [KB0564465](https://support.servicenow.com/kb_view.do?sysparm_article=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.

## Procedure

1. Navigate to AllSystem ApplicationsAll Available ApplicationsAll. {#activate-incident-management-core-plugin__navigate-plugins}
{#activate-incident-management-core-plugin__navigate-plugins}
2. Select Request plugin to open the Activate Plugin form on Now Support. {#activate-incident-management-core-plugin__request-plugin}
{#activate-incident-management-core-plugin__request-plugin}
3. On the Activate Plugin form, provide the following information.  
   {#activate-incident-management-core-plugin__table_awx_bhf_ygb__entry__2}{#activate-incident-management-core-plugin__p_ub1_nfg_h1c}{#activate-incident-management-core-plugin__p_vb1_nfg_h1c}{#activate-incident-management-core-plugin__p_zb1_nfg_h1c}

   | Field | Description |
   |-|-|
   | What is your target instance | Select the instance that you want to activate the plugin on. |
   | Which plugin would you like to activate | Select the name of the plugin to activate.{#activate-incident-management-core-plugin__p_wb1_nfg_h1c} Note: If the plugin isn't listed, or if you're activating on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box. Enter the plugin name in the field that appears. |
   | Select Maintenance Date and Time | Select the date and time to activate the plugin. |
   [Table 1. Activate Plugin form]

   {#activate-incident-management-core-plugin__table_awx_bhf_ygb}  
   For example, see the following form to activate the Event Management plugin on an instance named SNC Instance.{#activate-incident-management-core-plugin__p_bc1_nfg_h1c}
   {#activate-incident-management-core-plugin__request-form}
{#activate-incident-management-core-plugin__request-form}
4. Select Submit.  
   After the maintenance window, the system installs the plugin on your instance. To confirm the installation, go to the Installed tab in the Application Manager. {#activate-incident-management-core-plugin__submit-request}
{#activate-incident-management-core-plugin__submit-request}{#activate-incident-management-core-plugin__steps_w3t_p43_fr}
**Related topics**   

* [List of Australia
  plugins](https://www.servicenow.com/docs/access?context=list-of-plugins&version=australia&pubname=australia-platform-administration&ft:locale=en-US)

*[\>]: and then