Activate Problem Management Best Practice — Madrid — Knowledge Integration

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Activate the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    Before you begin

    Role required: admin

    About this task

    The Problem Management Best Practice — Madrid – Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge) helps you to create known error articles to help with incident deflection. The plugin helps in the following activities:
    • Creating a known error article from a problem.
    • Creating a knowledge base for known error articles.

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the plugin using the filter criteria and search bar.

      You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

    3. Select Install to start the installation process.
      Note:
      When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.
      You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.