Problem Management release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • The ServiceNow® Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents. Problem Management was enhanced and updated in the Xanadu release.

    Problem Management highlights for the Xanadu release

    • Introduction of Problem Management models to provide support for additional problem and problem task scenarios
    • Known error articles are enabled by default for new customers
    • Configure email notifications to redirect to Service Operations Workspace instead of the classic UI16 experience
    • Re-assess a problem task from Work In Progress

    See for more information.

    New in the Xanadu release

    Initial support for Problem Management models
    Introduction of Problem Management models, beginning with one default problem model (General) and two default problem task models (Root cause analysis and General).

    The default models are equivalent to the base life cycle in the Washington DC release. This initial support allows for the creation of custom models to tailor additional scenarios for specific use cases.

    Note:

    If you are using Service Operations Workspace 5.x and you enable Problem Management models, you will manage problems and problem tasks in the classic UI16 experience, rather than in Service Operations Workspace.

    Service Operations Workspace 6.x is based on the Xanadu release and it supports Problem Management models.

    UI changes

    Problem form
    The First reported by field has been renamed Origin task for new customers.
    Prompt when using the Add All button in the Multi-Record Associator
    Verify the number of incidents that will be associated with the current problem, helping to prevent associating multiple unintended records.

    Changed in this release

    Re-assess a Problem Task from the Work in Progress state
    Additional flexibility for the workflow of a problem task analyst.
    Email notification redirection behavior
    When users select the problem record link in their email notifications, they can be redirected to the problem record in Service Operations Workspace instead of the classic UI16 experience. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior.
    Known error articles available by default
    Problem Knowledge Integration is activated by default for new customers.
    Problem Management Migration Utility
    The Xanadu base problem files list is updated so the Problem Management Migration Utility can detect customizations.

    Activation information

    is a ServiceNow AI Platform feature that is active by default.