Requesting Plugins via HI Service Portal
Requesting plugins via the HI service portal requires following a set of steps in the Service Catalog. Before we dive into how to request a plugin.
Let us understand who exactly can make the plugin request in ServiceNow.
Who will Request Plugins?
Plugins cannot be requested directly by System administrators. Admins are the enablers/implementers of the plugins, not the requesters.
Plugins are generally requested by business process owners because they can consume memory, require licensing, and change the system’s operation.
Who are the Key Requesters?
Below, we have mentioned the major roles that can fulfill the plugin request.
| Role | Description |
|---|---|
| Process Owner | The person in charge of a specific process (e.g., Incident Management). |
| Project Manager | The person leading a new implementation. |
| The Customer / Client | In a consulting role, the company pays for the service. |
| Platform Architect | The senior technical lead. |
How to Request Plugin in Real Time?
Requesting a plugin is a formal workflow that lets you install it in your working environment. It requires following the company rules and regulations.
If the plugins you want to install are paid, then the ServiceNow sales process must be followed. But if they are free, the process goes on like:
Step 1: The process owner tells the admins about the requirements.
Step 2: Admins verify if the plugins are free or paid. For free plugins, move to step 3.
Step 3: Personal developer instance testing is recommended. It helps admins to see what the plugins will look like.
Step 4: Admins now create a change request in the ServiceNow Instance. These are approved by the Change Advisory Board.
Step 5: Now install the plugins in the Development instance that have been tested by Process owners.
Step 6: Once testing is complete and successful, the plugins are ready to be installed on the production instance during an approved time slot.
HI Service Portal (Now Support)
The HI Service Portal has now been rebranded as Now Support ServiceNow. It is an external support website for ServiceNow customers. It allows admins to add a support request to connect with the ServiceNow employees.
- URL: support.servicenow.com
- Old Name: HI (Hosted Instance).
- New Name: Now Support.
What can you do in the HI portal?
The HI portal lets you:
- Request Restricted Plugins: Certain powerful plugins are hidden in the ServiceNow instance. It requires logging into HI and asking ServiceNow to install them.
- Report Issues: If your ServiceNow instance is slow, you can raise a case here.
- Manage Instances: You can rename your instances or also create clones of production data for development.
- Upgrades: You can schedule when your instances upgrade to the new release.
Final Thoughts
By the end of this, you will understand ServiceNow plugins and their importance. This module focuses on everything you can do with a plugin, including installation, activation, deactivation, upgrades, and repairs.
In the next module, we will cover user administration in ServiceNow, including groups and roles.
