Now Support Access Roles in Centralized User Management: OverviewNow Support Access Roles The names of Now Support access roles have been updated in the Centralized User Management system to reflect the specific responsibilities associated with each role. Below is a mapping between the roles in Now Support and their corresponding roles in the Centralized User Management system: Now SupportCentralized User ManagementDescriptionCustomer AdminNS Admin NS Admins have oversight and management of Now Support user access. Additionally, NS Admins have the highest access privileges in Now Support to manage user accounts, create cases, instance activities like activate plugins, administer an upgrade, remove demo data, rename/retire an instance and more. They can use either the instance dashboard or the automation store for any such activities CustomerNS Contributor NS Contributor users have the ability to create and manage cases, as well as handle instance-related tasks such as activating plugins, retrieving IP information, and upgrading or patching instances. These activities can be performed through either the instance dashboard or the automation Store. Customer Limited CatalogNS Member The NS Member role offers a limited level of access compared to the NS Contributor role. While users with this role retain all the capabilities of an NS Contributor, their access to Automation Store catalog items is restricted. Specifically, they can only request "My IP Information," "Schedule a Penetration Test," and "Submit a Security Finding" from the Automation Store. Partner AdminNS Partner Admin NS Partner Admins oversee and manage user access in Now Support. They also hold the highest access privileges, enabling them to perform a wide range of tasks such as creating cases, activating plugins, administering upgrades, removing demo data, and renaming or retiring instances. These activities can be carried out via the instance dashboard or the automation store. Additionally, Partner Admins have the authority to manage both partner instances and child company instances. PartnerNS Partner Officer NS Partner Officer users can create and manage cases, and handle instance activities like activating a plugin, retrieving IP information, Upgrade or Patch an Instance. They can use either the instance dashboard or the automation store for such activities. Partners can manage partner instances and child company instances. TrustTrust This access is intended for the customer's employees covered by the contract between the customer and ServiceNow. It provides ongoing access to the Trust Center, allowing them to view articles and submit cases related to compliance questions. Trust GuestTrust Guest This access is intended for the customer's third parties, such as external auditors who are not covered by the contract between the customer and ServiceNow. It includes a required NDA before accessing ServiceNow's information and grants temporary access to the Trust Center to view articles. Access Roles Assignment and Pre-Requisite Rules 1. Required roles are assigned or disabled for the selected role as per below. Selected Role Auto Assigned Role Disabled Role NS Admin Trust, NS Contributor NS Member, Trust Guest NS Member NS Contributor NS Admin NS Partner Admin NS Partner Officer, Trust Trust Guest Trust - Trust Guest Trust Guest - Trust 2. Some roles are pre-requisite for Account Contact assignment as per the table below. These roles can’t be deselected unless the user is removed as an account contact. Please click ‘Account Contacts’ on ‘Users List’ page to view key contacts for your company. Account Contact Role Pre-Requisite Role Primary Customer Admin NS Admin All other account contacts* NS Contributor *Primary Business Contact, Secondary Business Contact, Primary Support Contact, Secondary Support Contact, Primary Technical Contact, Secondary Technical Contact, Primary Technical Contact, Secondary Technical Contact, Security Contact. Note: A logged-in user with an NS admin role cannot manage: Partner Admin, Partner and Partner Officer roles.