Visibility of Plugins and Store Applications on InstancesSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Requesting Plugins Option A — Install Directly from Application Manager (Preferred) If the Install option is present in Application Manager for your instance admin, you can install the plugin without raising a support request. This is the preferred approach — it is faster and does not depend on an automated change window. Option B — Now Support Request Plugin Catalogue The "Activate Plugin" catalogue is available to customer_admin users on the Support Portal: Open the Automation Store → All Automations → Service Catalogue → Activate Plugin If the plugin is not listed, select "Plugin I'm looking for is not listed" and enter the name as free text ⚠ This catalogue is for plugins only — it does not support Store App installation. Application Manager Application Manager is a module that lists installable and installed Plugins/Store applications. Complex cross-reference logic determines which products are visible in this module (Store/Licensing). Two instance tables hold the authoritative install status: sys_plugins — all installed Pluginssys_store_app — all installed Store applications These tables MAY contain records that are not listed in Application Manager for the reasons described below. Detailed Visibility & Activation Guidance 1. PROD — Application Manager The Application Manager on the PROD instance lists only the products your organisation is entitled to, cross-checked against the "Subscription" module. The Instance Admin can install any listed product directly. ℹ The Install option on PROD is visible only if the instance has an active subscription to that plugin. If the install option is available, you can proceed without raising a Now Support request — this is the preferred path for time-sensitive go-lives. 2. SUB PROD — Application Manager The Application Manager on SUB PROD instances does not feed data from the Subscription table (SMv1). SMv2 has a subscription table on SUB PROD instances. It is possible that some Plugins/Applications listed in PROD/Entitled are not present on the SUBPROD instances, and this is expected behaviour. Some newer plugins/applications do enforce entitlement check on SUB PROD instances(Now*, GenAI*)If a plugin cannot be found, use the NowSupport Catalogue. Open the Automation Store → All Automations → Service Catalogue → Activate Plugin — most products allow trial installation on SUB PROD ⚠ Before you plan any PROD implementation, please make sure that the plugin/app and all its dependencies are visible in PROD with the Install option available. Installing on SUB PROD does NOT guarantee availability on PROD. 3. MAINT-Only Plugins Visible and installable on PROD Application Manager if your organisation has purchased the entitlementThe same MAINT-only plugin may NOT appear in SUB PROD Application Manager if subscriptions are not loaded on SUB PROD. This is an expected behaviourYou can request installation via the . Open the Automation Store → All Automations → Service Catalogue → Activate Plugin. 4. Bundle / Dependency-Only Products Some products cannot be installed as standalone — they ship as part of a bundle or as a dependency of another product. These are not listed in Application Manager. It will be installed only as part of the Parent product and cannot be installed standalone. ℹ You can use the sys_plugins and sys_store_app tables on your instance to verify the installation status of these products. Cloning/Restore Considerations A clone from Source overwrites all plugin and Store application installations on the Target instance. If a product was installed on SUB PROD for testing (but not on the PROD/source of the restore/clone), it will be removed by the automationClones are essentially a DB restore; only data can be excluded, not plugins.Reinstall any such product after the clone completes Go-Live Planning for Plugins / Store Applications ⚠ If a go-live is planned for a plugin or application in PROD, please make sure the application and all its dependencies are visible in PROD well in advance. Even if entitled, a missing application can take time to resolve — it involves multiple backend teams, contract verification, and daily data loads. See: Instance Go-Live Guide — Plugins/Store Applications Go-Live section ℹ Please always test on SUB PROD before you activate on PROD. Once installed, plugins cannot be deactivated. For licensing, subscription, or entitlement questions, contact your ServiceNow Account Representative — these queries are outside the scope of Customer Support. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } See the following documentation for more information on Plugins: ServiceNow Plugins — Platform DocumentationKB0716626: Plugin Frequently Asked QuestionsKB0695388: How to Request, Activate, and Purchase PluginsKB0727844: How to Check Which Plugins Are Activated on Your InstancePlugin Roll Back