Now Support Access Roles OverviewNow Support Access Roles Now Support access role names have been changed on the Centralized User Management system to clearly align user roles with the responsibilities they perform. Below is the mapping between Now Support and 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, manage instance activities like activate a plugin, retrieve IP information, Upgrade or Patch an Instance. They can use either the instance dashboard or the automation store for any such activities Customer Limited CatalogNS Member NS Member role is a limited level of access. Users with this role will have all the same abilities as an NS Contributor role, but with limited access to Automation Store catalog items. Users with this role are only able to request "My IP Information," "Schedule a Penetration Test," and "Submit a Security Finding" from the Automation Store. Partner AdminNS Partner Admin NS Partner Admins have oversight and management of Now Support user access. Additionally, NS Partner Admins have the highest access privileges in Now Support to create cases, 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. Partner Admins can manage partner instances and child company instances. PartnerNS Partner Officer NS Partner Officer users have the ability to create and manage cases, manage instance activities like activate a plugin, retrieve IP information, Upgrade or Patch an Instance. They can use either the instance dashboard or the automation store for any such activities. Partners can manage partner instances and child company instances. TrustTrust This should be used for the customer's employees who are covered by the contract between customer and ServiceNow. This grants persistent access to the Trust Center to view articles and ability to submit Cases with compliance-related questions. Trust GuestTrust Guest This should be used for the customer's third parties, such as external auditors that are not covered by the contract between customer and ServiceNow. This will provide the required NDA before accessing ServiceNow's information. This 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 and Partner and Partner Officer roles.