Activate Problem Management Best Practice — Madrid — State Model

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

    • The Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) introduces new best practice states and guided actions to navigate the life cycle of a problem.

    Before you begin

    Role required: admin

    About this task

    The new best practice states are not compatible with the previous version of Problem Management and require verification before this plugin can be activated. The plugin is activated by default for the new customers.

    Existing customers should use the Migration Utility to verify and migrate to this plugin.

    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.