Change and Problem Management Options are unavailable in Australia Instance/PDI

[himanshupan3440]

Summary: Even though Change and Problem Management Plugins are enabled, we are unable to use Change & Problem Management Features

Symptoms: 

• We do not see change and problem navigation menus in Navigation filter
• We do not see problem_id, caused_by, rfc fields on Incident form (these fields are available in Zurich under Related Records tab)
• We do not see option to create problem and change from SOW
• This is a predominant issue reported in communities as well for Australia release.
• If you upgrade from Zurich or Yokohoma release (as examples) , you wont face this issue. According to our assessment, this issue is observed within Freshly Acquired instances/PDI

Solution:

• You must install "Service Operations Workspace ITSM Advanced Applications" application to resolve the issue (App ID: sn_sow_itsm_adv_ct )
• Advanced ITSM capabilities such as Change Management, Problem Management, On-Call Scheduling, Walk-Up Experience, and Major Incident Management are not installed out of the box on new instances. To enable these features, the Service Operations Workspace ITSM Advanced Applications package must be installed. This package is available as a Store application.

Hope it helps the community.

[Dr Atul G- LNG]

Hi @himanshupan3440 

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.