Activate Problem Management Best Practice — Madrid

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) 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 plugin identifies the cause of a service interruption reported by a significant or recurring incidents. The plugin does the following activities:
    • Provides roles for problem management including a problem task analyst, a problem coordinator, a problem manager, and a problem administrator.
    • Provides fields to record the category where the issue was first reported, the workaround, the cause notes, and the fix notes.
    • Searches for and attaches knowledge articles.
    • Communicates when a workaround or fix is available.
    • Clears the Assigned to field when changing the Assignment Group.
    Note:
    The plugin is activated by default for the new customers. Existing customers need to request the 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.