Problem Management – Upgrade path for existing customers

[mattlloyd]

We previously looked at the feedback that led to the Madrid baseline and what’s new in Madrid for problem management. We’ll wrap up this 3-part series by taking a look at the upgrade options for existing customers.

Updated in May 2020 for the Problem Management Migration Utility.

The problem state model was introduced as part of the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model), it also applies to later releases.

Minimal changes when you upgrade to Madrid

In case you have a modified version of problem management we minimized the changes that will be applied when you upgrade to Madrid (or a later release). The Post News related link will only be available to your problem team if you are still using the older Knowledge Management version 2 and you have not activated the Madrid problem management best practices plugin.
Note: Post News was deprecated starting with Knowledge Management version 3.

Upgrade options

The new best practice state model states and guided actions are not compatible with the previous version of problem management and require verification using the migration utility before this plugin can be activated.

You can read more about how to adopt the problem state model with the Problem Management Migration Utility (blog).

Next steps

Thanks for joining me for this 3-part series on problem management for the Madrid or later release. You can read more about the Madrid problem management release in the documentation and release notes.