Configuring Problem Management in Service Operations Workspace

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

    • Configure the features of Problem Management to manage problems and problem tasks in Service Operations Workspace

    Configuration overview

    It is recommended that you activate the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model). For information about the plugin activation, see Activate Problem Management Best Practice — Madrid — State Model.
    Note:
    • The best practice states introduced in this plugin are not compatible with previous versions of Problem Management and require verification before this plugin can be activated.
    • This plugin is activated by default for the new instances. If the plugin is not active on your instance, use the Problem Management migration utility to verify and migrate to this plugin. For information about the migration utility, see Migration Utility.

    You can configure the problem record overview tab and its UI elements in the Service Operations Workspace Admin Center. For more information, see Manage configurations in Service Operations Workspace for ITSM.