---
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 ITSM Roles - Request Management

# Request ITSM Roles - Request Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles --- Request Management plugin (com.snc.itsm.roles.request_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Request 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. Users upgrading from Madrid or
earlier versions must request the plugin.  
{#request-itsm-roles-rm__table_ayg_r2j_nhb__entry__2}

| 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 {#request-itsm-roles-rm__ul_k4w_chn_nhb} |
| ITSM Roles --- Problem Management \[com.snc.itsm.roles.problem_management\] | * sn_problem_read * sn_problem_write {#request-itsm-roles-rm__ul_nyr_2hn_nhb} |
| ITSM Roles --- Change Management \[com.snc.itsm.roles.change_management\] | * sn_change_read * sn_change_write {#request-itsm-roles-rm__ul_irs_ghn_nhb} |
| ITSM Roles --- Request Management \[com.snc.service_management.roles.request_management\] | * sn_request_read * sn_request_write * sn_request_comment_write {#request-itsm-roles-rm__ul_qpk_hhn_nhb} Note: The sn_request_comment_write role alone doesn't give access to comments write, you need write access for the table. |
[Table 1. Plugins for ITSM Roles]

{#request-itsm-roles-rm__table_ayg_r2j_nhb}

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 subproduction instances, generally within a few days.

If you don't have an account manager, decide to delay activation
after purchase, or want to evaluate the product on a subproduction instance without
charge, follow these steps.  
Note:  
Activate the ITSM Roles plugin on a subproduction environment and test the functionality before requesting activation in the production environment. For assistance, contact the ServiceNow Professional Services team.

## Procedure

1. Navigate to AllSystem ApplicationsAll Available ApplicationsAll. {#request-itsm-roles-rm__navigate-plugins}
{#request-itsm-roles-rm__navigate-plugins}
2. Select Request plugin to open the Activate Plugin form on Now Support. {#request-itsm-roles-rm__request-plugin}
{#request-itsm-roles-rm__request-plugin}
3. On the Activate Plugin form, provide the following information.  
   {#request-itsm-roles-rm__table_awx_bhf_ygb__entry__2}{#request-itsm-roles-rm__p_ub1_nfg_h1c}{#request-itsm-roles-rm__p_vb1_nfg_h1c}{#request-itsm-roles-rm__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.{#request-itsm-roles-rm__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 2. Activate Plugin form]

   {#request-itsm-roles-rm__table_awx_bhf_ygb}  
   For example, see the following form to activate the Event Management plugin on an instance named SNC Instance.{#request-itsm-roles-rm__p_bc1_nfg_h1c}
   {#request-itsm-roles-rm__request-form}
{#request-itsm-roles-rm__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. {#request-itsm-roles-rm__submit-request}
{#request-itsm-roles-rm__submit-request}{#request-itsm-roles-rm__steps_zsy_qg1_ft}
* **[Components installed with ITSM Roles --- Request Management](https://servicenow-prod.fluidtopics.net/1HBwSoqeOuFyhBjU8cUexA)**   
  Several user roles are installed with the activation of the ITSM Roles - Request Management plugin (com.snc.itsm.roles.request_management).

*[\>]: and then