---
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


---

# Components installed with ITSM Roles --- Incident Management

# Components installed with ITSM Roles --- Incident Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Several user roles are installed with activation of the ITSM Roles --- Incident Management plugin
(com.snc.itsm.roles.incident_management).
Note:  
The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see [Find components installed with an
application](https://www.servicenow.com/docs/access?context=find-components&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Roles installed {#inci-roles-instld-itsm-roles__section_wly_yyh_wdb}

{#inci-roles-instld-itsm-roles__table_u1t_gb1_wdb__entry__3}

| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Incident read \[sn_incident_read\] | Read access to the Incident Management application and related records. Note: An ESS user (user with no role) can view only those incidents that they create or someone else creates on their behalf. A user with the sn_incident_read role can view all incidents as well as the major incident workbench. | * dependency_views * agent_workspace_user * view_changer * cmdb_read * cmdb_query_builder_read {#inci-roles-instld-itsm-roles__ul_o2j_rh1_zsb} |
| Incident write \[sn_incident_write\] | Write access to the Incident Management application and related records. | * sn_incident_read * template_editor {#inci-roles-instld-itsm-roles__ul_vvs_s2s_nhb} |
| Service desk agent \[sn_service_desk_agent\] | Enables gathering, and verifying information, as well as delivering quick resolutions for tier 1 service desk agents. This user role is available when the ITSM Roles plugin (com.snc.itsm.roles) is installed. | * sn_incident_write * sn_problem_write * sn_change_write * sn_request_write * tracked_file_reader {#inci-roles-instld-itsm-roles__ul_utk_nwr_ydc} With the installation of the ITSM Gen AI (com.sn.itsm.gen.ai) plugin, the following roles are also available: * knowledge_user * now_assist_panel_user {#inci-roles-instld-itsm-roles__ul_ymk_fxr_ydc} |
| Incident Manager \[incident_manager\] (Existing role with added responsibilities) | * Manages incident properties and major incident trigger rules. * Can create and edit Communication Plan Definitions. {#inci-roles-instld-itsm-roles__ul_utd_t5d_kdb} | itil |
| Incident Admin \[sn_incident_admin\] | Configures all Incident Management features including incident management properties. | * incident_manager * sn_sow_inc.sn_incident_sow_admin * sn_bm_client_benchmark_data_viewer {#inci-roles-instld-itsm-roles__ul_n2c_wnx_f3c} |
[ ]

{#inci-roles-instld-itsm-roles__table_u1t_gb1_wdb}