Problem Model [prb_model]

[BineeshT]

Hi Team,

After the latest 'Yokohama' release, I can see prb_model is impacting the Problem forms.

I want to know the purpose and usage of this table to better plan.

Regards, Bineesh Thomas

[Dr Atul G- LNG · Accepted solution]

Hi @BineeshT 

The problem models are new, but they are not part of Yokohama actually. They are a separate plugin that you can get.

Problem Management Models Summary

Problem Management models allow customization of processes for specific use cases, enabling the definition of:

• States for specific use cases
• State transitions
• State transition conditions

Default Models

• General Problem Model: Equivalent to the non-model base problem life cycle.
• Problem Task Models:
  • Root Cause Analysis: Equivalent to the non-model base problem life cycle.
  • General Task: Equivalent to the non-model base problem life cycle.

Creating Custom Models

• Custom models can be created to extend default models without losing existing capabilities.
• Testing: Always test in a non-production instance first.
• Links for Creation:
  • Create a Problem Model
  • Create a Problem Task Model
  • Enable Problem Management Models

Considerations

• The com.snc.problem_management.models.enabled property is enabled by default for new customers.
• Upgrade customers must enable this property manually.
• Service Operations Workspace 6.x supports Problem Management models, while 5.x does not.

https://www.servicenow.com/community/itsm-blog/why-you-need-problem-models-enhanced-problem-manageme...

[Dr Atul G- LNG · Accepted solution]

Hi @BineeshT 

The problem models are new, but they are not part of Yokohama actually. They are a separate plugin that you can get.

Problem Management Models Summary

Problem Management models allow customization of processes for specific use cases, enabling the definition of:

• States for specific use cases
• State transitions
• State transition conditions

Default Models

• General Problem Model: Equivalent to the non-model base problem life cycle.
• Problem Task Models:
  • Root Cause Analysis: Equivalent to the non-model base problem life cycle.
  • General Task: Equivalent to the non-model base problem life cycle.

Creating Custom Models

• Custom models can be created to extend default models without losing existing capabilities.
• Testing: Always test in a non-production instance first.
• Links for Creation:
  • Create a Problem Model
  • Create a Problem Task Model
  • Enable Problem Management Models

Considerations

• The com.snc.problem_management.models.enabled property is enabled by default for new customers.
• Upgrade customers must enable this property manually.
• Service Operations Workspace 6.x supports Problem Management models, while 5.x does not.

https://www.servicenow.com/community/itsm-blog/why-you-need-problem-models-enhanced-problem-manageme...

[BineeshT]

Thank you, this helped, and my development team got the right direction.

Regards, Bineesh Thomas 

[Dr Atul G- LNG · Accepted solution]

Glad it helped.