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 Please contact your ServiceNow Account Representative — these queries are outside the scope of Customer Support. ⚠ To assist you with verifying your entitlement to a specific product, please provide the exact name of the plugin or store application, ideally referencing documentation or including a direct store link. This information enables our team to access the Licensing backend and confirm your entitlement, and if relevant, help with product visibility on the Instance Please note, however, that broader queries—such as what is included or linked in a product, or entitlement verification requests based solely on product names and license counts—fall outside the scope of Customer Support. Due to the unique nature of each contract and the large number of product bundles (for example, many applications may share generic names like "Integration Hub"), general entitlement checks are complex. For these more comprehensive questions, our Sales or Account teams are best equipped to assist. They have the resources to thoroughly review your licenses and product inclusions, and can cross-reference your contract to provide accurate, detailed answers. 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