Components installed with ITSM Roles — Incident Management

reference brazil Updated Sep 10, 2026 1 min read inci-roles-instld-itsm-roles.md

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.

Roles installed

Role title [name]	Description	Contains roles
Incident read[sn_incident_read]	Read access to the Incident Management application and related records.Note: An employee self-service (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 and the Major Incident Workbench.	dependency_views agent_workspace_user view_changer cmdb_read cmdb_query_builder_read
Incident write[sn_incident_write]	Write access to the Incident Management application and related records.	sn_incident_read template_editor
Service desk agent[sn_service_desk_agent]	Enables tier 1 service desk agents to gather and verify information and deliver quick resolutions. 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 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
Incident Manager [incident_manager] (Existing role with added responsibilities)	Manages incident properties and major incident trigger rules. Creates and edits Communication Plan Definitions.	ia_admin sn_comm_management.comm_plan_admin itil Note: This role is only available for existing or upgrade instances. sn_incident_write Note: For zBoot instances, starting with the Brazil release, the itil role is replaced with sn_incident_write.
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

**Parent Topic:**[Request ITSM Roles — Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/incident-management/req-itsm-roles-inci-mgmt.md)

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---
title: Components installed with ITSM Roles — Incident Management
description: Several user roles are installed with activation of the ITSM Roles — Incident Management plugin \(com.snc.itsm.roles.incident\_management\).
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/incident-management/inci-roles-instld-itsm-roles.html
release: brazil
product: Incident Management
classification: incident-management
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Request ITSM Roles — Incident Management, Incident Management plugins, Reference, Incident Management, IT Service Management]
---

# Components installed with ITSM Roles — Incident Management

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-administration/find-components.md).

## Roles installed

<table id="table_u1t_gb1_wdb"><thead><tr><th>

Role title \[name\]

</th><th>

Description

</th><th>

Contains roles

</th></tr></thead><tbody><tr><td>

Incident read\[sn\_incident\_read\]

</td><td>

Read access to the Incident Management application and related records.**Note:** An employee self-service \(ESS\) 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 and the Major Incident Workbench.

</td><td>

-   dependency\_views
-   agent\_workspace\_user
-   view\_changer
-   cmdb\_read
-   cmdb\_query\_builder\_read

</td></tr><tr><td>

Incident write\[sn\_incident\_write\]

</td><td>

Write access to the Incident Management application and related records.

</td><td>

-   sn\_incident\_read
-   template\_editor

</td></tr><tr><td>

Service desk agent\[sn\_service\_desk\_agent\]

</td><td>

Enables tier 1 service desk agents to gather and verify information and deliver quick resolutions. This user role is available when the ITSM Roles plugin \(com.snc.itsm.roles\) is installed.

</td><td>

-   sn\_incident\_write
-   sn\_problem\_write
-   sn\_change\_write
-   sn\_request\_write
-   tracked\_file\_reader

 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

</td></tr><tr><td>

Incident Manager \[incident\_manager\]

\(Existing role with added responsibilities\)

</td><td>

-   Manages incident properties and major incident trigger rules.
-   Creates and edits Communication Plan Definitions.

</td><td>

-   ia\_admin
-   sn\_comm\_management.comm\_plan\_admin
-   itil

**Note:** This role is only available for existing or upgrade instances.

-   sn\_incident\_write

**Note:** For zBoot instances, starting with the Brazil release, the itil role is replaced with sn\_incident\_write.


</td></tr><tr><td>

Incident Admin\[sn\_incident\_admin\]

</td><td>

Configures all Incident Management features, including incident management properties.

</td><td>

-   incident\_manager
-   sn\_sow\_inc.sn\_incident\_sow\_admin
-   sn\_bm\_client\_benchmark\_data\_viewer

</td></tr></tbody>
</table>**Parent Topic:**[Request ITSM Roles — Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/incident-management/req-itsm-roles-inci-mgmt.md)