Change & Problem Management Application Menus missing entirely from PDI

[shreyesprakasan]

Hi everyone, I am facing an issue with my Personal Developer Instance (PDI) where the Change Management and Problem Management applications are completely missing from the application navigator menu on the left. I am logged in with the admin role and have already tried repairing the plugins related to both Change (com.snc.change_management.core) and Problem (com.snc.problem_management), but the issue persists. Interestingly, I can access the underlying data tables directly by typing commands like change_request.list or problem.list in the filter navigator, which confirms the tables exist and contain records. However, when I check the actual Application Menus table (sys_app_application.list), "Change" and "Problem" are not even listed there as categories, meaning the menus themselves seem to have completely vanished rather than just being set to inactive. Has anyone encountered this type of menu deletion on a PDI, and is there a way to force-restore these specific application menus without completely wiping or resetting the entire instance?

[Dr Atul - LNG]

Hi @BrettAndrewsUK 

ServiceNow has changed the licensing model, and the New Change is part of the Advanced offering. This might be the reason it is not appearing OOTB in your PDI. ServiceNow’s current guidance shows that Change Management capabilities have different licensing entitlements, while PDIs do not necessarily provide access to every licensed feature. (ServiceNow)

Please follow these steps to check and enable the available Change Management functionality in your PDI.

Latest Recommendation

If the above troubleshooting steps do not resolve the issue, install the following application:

SOW ITSM Advanced Applications

This application includes:

• Change Management

• Problem Management

• Major Incident Management (MIM)

• On-Call Scheduling

• Walk-up Experience

Application ID: sn_sow_itsm_adv_ct
Recommended version: 9.1.1 or lower

Installing this application may enable the required Change Management and Problem Management capabilities in the PDI.

[s1li]

Please do not spread false information with AI. In the link you provided, Core Change Management features are still licensed under ITSM Standard.

[Dr Atul - LNG]

Hi @s1li 

Greetings 

Seems you missed out the session conducted by SN. In April 2026 the licence model has been changed. You can login to partner portal n get the latest pdf on same.

ITSM Advanced

Advanced builds on Foundation with the full ITIL suite: Problem, Change, Major Incident, On‑Call and Walk‑up. It also adds Platform Analytics Advanced, Process Mining for Platform and higher Assist allocations, along with more capable AI configurations.

Advanced is the natural choice for organisations with mature ITIL practices that want strong analytics and to configure AI rather than build their own agents. If you are currently on ITSM Professional and using most of that footprint, Advanced is the new baseline to evaluate.

[Jaipal Reddy]

The Parent Application Menu is missing and also the mappings to the sub menu's. I have used Now Assist to build them back. Just run the background script attached to them back. Make sure to refresh the page after running the BG Script.

[MikeS1626169077]

Please see KB3138433 which recommends installing Service Operations Workspace (SOW) ITSM Advanced (sn_sow_itsm_adv_ct).  This worked for me for both Problems and Change Request.