Madrid - Problem Management Best Practice State Model can not be activated by existing customers?
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03-07-2019 02:04 PM
Does anyone know why the Problem Management Best Practice State Model plugin (introduced by Madrid) can not be activated by existing customers?
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https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/problem-management/task/acti-pm-best-prac-madrid-state-mod.html
Note: The plugin is activated by default for the new (Madrid) customers. Existing customers cannot activate the plugin.
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It seems like without this plugin the most improvements around Problem Mgmt are not available to existing customers.
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Best Practices
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03-07-2019 02:06 PM
They changed the process of activating plugin also in Madrid. I think there is lot of disappointment and surprises than the amazing things.
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03-14-2019 02:34 PM
The feedback from Support is as follows (requested to activate the plugin):
Problem Management Best Practice - Madrid - State Model Plugin is not available to upgrade customers because it introduces different states as per best practices.
We are planning on adding a migration tool in a future release to help you adopt the new states and process.
No further action can be taken for this request at this time, so this ticket is now closed.
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08-27-2019 03:57 AM
So here's what SN just answered to me when requesting the activation of this plugin in environment running on Madrid (not zBooted):
We have been instruction not to activate the requested plugin in upgraded instance. Newly provisioned instances on Madrid would have this plugin activated by default and activating it in an upgraded instance can cause issues without the proper assistance.
Here is the updated instructions we have been given.
The Problem Management Best Practice - Madrid - State Model (com.snc.best_practice.problem.madrid.state_model) plugin is ONLY able to be activated in NEWLY PROVISIONED instances on Madrid.
There are some Madrid Best Practice plugins that can be activated by an admin user and are ok to activate in any sub-production instance. These are available in the All Applications module on the instance. Only the plugins displayed in the All Applications module on the instance can be activated.
The Problem Management Best Practice - Madrid - State Model plugin CANNOT be activated without ServiceNow Professional Services (PS) assistance.
We are working on a migration tool that will help to clean up existing data in the current application. This migration tool is not, yet available, and availability is unknown.
Even if you are not using the existing Problem Management application, activating this plugin can cause some unwanted behavior.
There is no further action that can be done through this CHG, and, therefore, it is now cancelled.
Please contact Professional Services for further assistance.
And this ^ was the answer even though Problem management is not used in the target environment + the Problem (problem) table was reported to be cleared (all records deleted).
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10-21-2019 08:55 AM
Hi Anttip and Alangross,
I have the same issue with my production instance, the plugin was installed in the dev and test instance but now that we are migrating to PROD the HI team is telling us that the installation is not longer allowee.
Did you have any luck installing this plugin with Professional Services assistance?
