Problem Management Migration Utility

R_ana · ‎10-18-2023

Hi All,

I am using the migration utility to move to Madrid state model for Problem Management.

In the Pre-check step, I am trying to resolve the blocking modifications.

The modification if for a choice list value of "Pending Change"

As per https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819060

the state choice list should be either removed or renamed. I have tried both but still the blocker is not resolved.

Can anyone please suggest what needs to be done.

Thanks,

R'ana

R_ana · ‎10-18-2023

Hi

I was able to resolve this issue. on the client instance, the problem state was inactive and Utility expects it to be active so that it can be mapped to the new state model.

However, I have another issue / question

While mapping the states, the OOTB states get mapped to the new states of the Madrid state model.

What happens to the custom states ? for eg, if I have a custom state "unresolved" which cannot be mapped to any existing OOTB states. Can we skip the mapping of custom states till we create a new custom state to map it to?

View solution in original post

R_ana · ‎10-18-2023

Hi

I was able to resolve this issue. on the client instance, the problem state was inactive and Utility expects it to be active so that it can be mapped to the new state model.

However, I have another issue / question

While mapping the states, the OOTB states get mapped to the new states of the Madrid state model.

What happens to the custom states ? for eg, if I have a custom state "unresolved" which cannot be mapped to any existing OOTB states. Can we skip the mapping of custom states till we create a new custom state to map it to?