Plugin and Store application visibility across instance typesSummary<!-- /*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: ; } } Learn how plugin and Store application visibility works in Application Manager across your production and non-production instances. This article explains the available installation paths, the system tables that track install status, why some plugins appear on one instance type but not another, how cloning affects plugin installations, and what to verify before a production go-live. Requesting plugins You have two paths for installing a plugin or Store application. 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 opening a Support case. This is the preferred path because it is faster and does not depend on an automated change window. Option B: Use the Activate Plugin catalog item in Now Support The Activate Plugin catalog item is available to users with the customer_admin role in Now Support. Go to Automation Store.Select All Automations > Service Catalog > Activate Plugin.If the plugin is not listed, select Plugin I'm looking for is not listed and enter the name as free text. Note: The Activate Plugin catalog item supports plugins only. It does not support Store application installation. About Application Manager Application Manager is a module that lists installable and installed plugins and Store applications. Complex cross-reference logic determines which products are visible in this module based on Store and licensing data. 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 in the following sections. Visibility and activation behavior Production instances Application Manager on the production instance lists only the products your organization is entitled to, cross-checked against the Subscription module. The instance admin can install any listed product directly. Note: The Install option on production is visible only if the instance has an active subscription to that plugin. If the Install option is available, proceed without opening a Support case; this is the preferred path for time-sensitive go-lives. Non-production instances Non-production instances include a Subscription table under Subscription Management v2 (SMv2). Some plugins or applications listed in production or in Entitled may not be present on non-production instances, and this is expected behavior. Some newer plugins and applications enforce an entitlement check on non-production instances (for example, Now* and GenAI* products). If a plugin cannot be found, use the Activate Plugin catalog item in Now Support: go to Automation Store > All Automations > Service Catalog > Activate Plugin. Most products allow trial installation on non-production. Important: Before you plan any production implementation, verify that the plugin or app and all its dependencies are visible in production with the Install option available. Installing on non-production does not guarantee availability on production. MAINT-only plugins MAINT-only plugins are visible and installable on production Application Manager if your organization has purchased the entitlement. The same MAINT-only plugin may not appear in non-production Application Manager if subscriptions are not loaded on non-production. This is expected behavior. You can request installation through the Activate Plugin catalog item in Now Support. Bundle or dependency-only products Some products ship only as part of a bundle or as a dependency of another product. These products are not listed in Application Manager and install only with the parent product. Note: Use the sys_plugins and sys_store_app tables on your instance to verify the installation status of these products. Impact of cloning or restore A clone from a source instance overwrites all plugin and Store application installations on the target instance. If a product was installed on non-production for testing but not on the production source of the restore or clone, the clone automation removes it.Clones are a database restore; only data can be excluded, not plugins.Reinstall any such product after the clone completes. Planning a production go-live If a go-live is planned for a plugin or application in production, verify the application and all its dependencies are visible in production well in advance. Even when entitled, a missing application can take time to resolve — the process involves multiple backend teams, contract verification, and daily data loads. For more information, see the Plugins and Store Applications Go-Live section of the Instance Go-Live Guide. Warning: Always test on non-production before activating on production. Once installed, plugins cannot be deactivated. Licensing, subscription, and entitlement questions Contact your ServiceNow account representative for licensing, subscription, or entitlement questions. These queries are outside the scope of Customer Support. To help verify your entitlement to a specific product, provide the exact name of the plugin or Store application, ideally referencing documentation or including a direct Store link. This information enables the team to access the licensing backend, confirm your entitlement, and help with product visibility on the instance. 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. Each contract is unique, and many product bundles share generic names (for example, several offerings may be named Integration Hub), so general entitlement checks are complex. For these comprehensive questions, your account team can review your licenses and product inclusions and cross-reference your contract to provide accurate 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: ; } } ServiceNow plugins documentationPlugin frequently asked questionsHow to request, activate, and purchase pluginsHow to check which plugins are activated on your instance Roll back patch upgrades or plugin activations