Understanding Now Support access roles and permissions<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Now Support access roles in the Centralized User Management system reflect specific responsibilities for each permission level. This article shows the connections between Now Support roles and their Centralized User Management equivalents and explains their functions. Role Mapping Table Now SupportCentralized User ManagementPermissionsCustomer AdminNow Support Admin Has oversight and management of Now Support user access. Highest access privileges including: Manage user accountsCreate casesActivate pluginsAdminister an upgradeRemove demo dataRename or retire an instance Can use the instance dashboard or the automation store CustomerNow Support Contributor Has the ability to create and manage cases Handle instance-related tasks including: Activate pluginsRetrieve IP informationUpgrade or patch instances Can use the instance dashboard or the automation store. Customer Limited CatalogNow Support Member Offers a limited level of access compared to the NS Contributor role. Has the same permissions of a contributor but access and automation store requests are limited to: My IP InformationSchedule a Penetration TestSubmit a Security Finding Partner AdminNow Support Partner Admin Oversee and manage user access in Now Support Can manage both partner instances and child company instances Has the highest access privileges including: Create casesActivate pluginsAdminister upgradesRemove demo data Rename or retire instances Can use the instance dashboard or the automation store PartnerNow Support Partner Officer Can manage both partner instances and child company instances Can create and manage cases Handle instance activities, including: Activate a pluginRetrieve IP informationUpgrade or patch an instance Can use the instance dashboard or the automation store TrustTrust For customer employees covered by the ServiceNow contract Provides ongoing access to the Trust Center to view articles and submit compliance question cases Trust GuestTrust Guest For customer third parties (such as external auditors) not covered by the ServiceNow contract. Requires an NDA and grants temporary Trust Center access to view articles Automatic role assignments and prerequisites When you select a role, the system automatically assigns or disables related roles according to the following table: Selected role Automatic role assignment Disabled role Admin Trust, Contributor Member, Trust Guest Member Contributor Admin Partner Admin Partner Officer, Trust Trust Guest Trust - Trust Guest Trust Guest - Trust Some roles are prerequisites for account contact assignments and cannot be deselected unless the user is removed as an account contact. To view key contacts for your company, on the Users List, select Account Contacts. Account contact role Prerequisite role Primary Customer Admin Now Support Admin All other account contacts* Now Support Contributor *Other account contacts include: Primary Business ContactSecondary Business ContactPrimary Support ContactSecondary Support ContactPrimary Technical ContactSecondary Technical ContactSecurity Contact Note: Now Support Admin users cannot manage Partner Admin, Partner, or Now Support Partner Officer roles. Related links Manage company key contacts in Now Support User Management tool Creating and managing Now Support users, granting and removing access, editing user roles