Updated April 29th:
- Version 2 of the app is available with the biggest change being that from Rome, the code that keeps track of whether a file on the instance is base or modified will be part of the family release (from Rome onwards), as we make changes to those base files occasionally in a family release, this will simplify future app updates.
- Added a warning in the migration section of this blog that the migration utility can only detect modifications to features used in the base version of Problem Management, and that it only updates the problem/ptask during the record migration.
The recorded ask the expert session for the migration utility is available.
The Problem Management migration utility, available in the ServiceNow Store, is a free guided setup application that helps upgrade customers to adopt the base version of problem management using the guided problem life cycle.
The problem state model / guided problem life cycle was first introduced for new customers in Madrid as part of the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model).
Problem states: New > Assess > Root Cause Analysis > Fix in Progress > Resolved > Closed
Problem Task states: New > Assess > Work in Progress > Closed
Your administrator will be able to activate the problem state model plugin using the migration utility if you are on:
- Paris or later release.
- Orlando release with patch 3 (or later).
- New York release with patch 9 (or later).
Otherwise the problem state model plugin is a development plugin so your administrator cannot see or activate it, instead you will request it via ServiceNow HI Request page using the migration utility.
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Note: If you run into issues that the migration utility is not able to help you with or you need additional help with resolving your modifications, you may have a complex migration path. Contact your ServiceNow Account Representative or ServiceNow Solution Consultant as you may need help from ServiceNow Customer Outcomes or a partner to migrate to the base version of the problem state model plugin. |
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If you run into issues using the migration utility or issues with problem management after migration then it is likely something specific to your instance, to investigate further we need you to create a ServiceNow HI Case so support can have a look. |
To install the migration utility:
- Navigate to: System Definition > Plugins.
- Search for: problem management migration utility.
- Select Install then Install.
Wait for the installation to complete. - Select Close.
- Log out of ServiceNow and back in again otherwise you will not see the app in the menu.
After you have installed the app, to start the migration utility:
- Without the problem state model, navigate to: Problem > Migration Utility.
- With the problem state model, navigate to: Problem > Administration > Migration Utility.
Note: The first time you run it you will select Get Started to get to this screen.
The migration utility consists of four guided activities:
1. Introduction
An overview of the problem state model and the migration utility. It also confirms that you have practiced on or are practicing on a sub-production instance that is a clone of the production instance to make sure you understand the whole process.
Use update sets to help record how you resolved the modifications in your sub-production instance so you can apply them to your production instance later on.
2. Preparation
Optional scenarios where you want to remove all your existing problem and problem task records (after you have taken a backup of the records).
3. Migration
Guides you through the main migration job (after you have taken a backup of your instance).
The migration job will help you get your instance ready for the problem state model and migrate your records with the following stages:
3.1 Pre-check
Note: A modification is anything that you add, update or delete on top of the base version of Problem Management. The migration utility provides embedded help/KB link for each detected modification for you to resolve as the utility cannot resolve it for you.
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The migration utility can only detect modifications to features that are included in the base version of Problem Management. If you are using additional ServiceNow features (for example: SLAs) you need to manually identify those and resolve them as the migration utility cannot do that for you. |
Blocking modifications in the pre-check stage are not compatible with the problem state model plugin as your modifications may have changed the behavior of problem management.
Examples of blocking modifications in the pre-check stage:
- Extending the problem or problem task tables.
- Removing base states.
- Domain separation has been enabled - store apps cannot currently access domain separated records, refer to KB0819060.
For more information about blocking modifications that are detected and need to be resolved in the pre-check stage, refer KB0819060.
Once you have resolved blocking modifications, you can optionally review warning modifications.
Examples of warning modifications in the pre-check stage are:
- Dictionary override on any non-state field.
- Added new client scripts.
- Added new fields.
- Deactivated state field choices.
- Added new UI policies.
- Added new UI actions.
- Added new script includes.
- Added new script actions.
Examples of warning modifications in the pre-check stage that will become blocking once you have activated the problem state model plugin are:
- Added new business rules.
- Added new data policies.
For more information about modifications that are detected and how to resolve them, refer KB0819196.
Informational modifications do not affect the problem state model and are there to display additional changes that you have made to problem management.
Examples of informational modifications are:
- Changes to the state choice label.
- Added new state choices (handled as part of the mapping stage).
- Added new events.
- Added new process flow.
3.2 Mapping
You will provide problem mapping and problem task mapping:
- Default values for mandatory fields as needed by the best practice states.
- Map from your current problem and problem task states to the best practice states.
Note: If you have already activated the problem state model plugin you need to make sure your users have one of the problem roles so they can be Assigned to problems or problem tasks.
3.3 Plugin activation
As you have resolved the pre-check blocking modifications and provided the mapping, you can now activate the problem state model plugin using the migration utility.
When you Request Plugin during the plugin activation stage, you will be taken directly to the plugin to activation page if you are on:
- Paris or later release.
- Orlando release with patch 3 (or later).
- New York release with patch 9 (or later).
Otherwise, you will be provided with the information you need to request the plugin using the ServiceNow HI Request Plugin.
3.4 Migrate
If you have made modifications to the base functionality that is required by the problem state model you will:
- Prepare base plugins to mark those customer update records as replace on upgrade.
- Restore base plugins to repair the required plugins in the specified order to restore the base functionality.
You will then resolve blocking and warning modifications (if any) before you can migrate your records.
Note: Two of the blocking modifications at this stage are that the problem and problem task state models need to be deactivated so you can update the records to the new states. You will reactivate these state models as part of the clean-up activities.
For more information about modifications that are detected and how to resolve them, refer KB0819196.
Lastly in the migrate stage, you will migrate active records, then migrate inactive records. which updates them with the best practice states and updates any mandatory fields (that did not have a value) required by those states.
Note: The only records the migration utility updates during the record migration are the states of the problem/problem task records. It will also add a work note to each migrated record.
3.5 Migrated records
You have migrated your records.
4. Clean-up
Guides you through the manual clean-up activities after you have completed the main migration:
- Reactivate problem state models.
- Remove old module menus.
- Remove old UI actions.
- Remove old business rules.
- Remove old UI policies.
- Update the dashboard overview to refer to closed problems using Active = false.
Note: Before the problem state model the dashboard referred to closed problems with State = 4. - Reset problem and problem task form layouts.
- Allow an agent to search for problems from incidents.
Using the problem roles that were introduced as part of the problem state model:
- Only users that have the problem_coordinator (or problem_manager or problem_admin) role can be assigned problems and manage them through the life cycle.
- Only users that have the problem_task_analyst (or problem_coordinator or above) role can be assigned problem tasks and manage them through the life cycle.
Note:
Now your problem record should look similar to this:
Next steps
More information:
- Problem Management Migration Utility store app.
- Problem Management Migration Utility documentation.
- KB0819060: Modifications that block the problem state model from being activated.
- KB0819196: Other modifications and how to resolve them.
- Ask the expert session for the migration utility (recorded on August 19th, 2020).
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