i didn't have a recording lost here we go we have some attendees that are starting to join us it's wonderful thank you all we're just going to wait um couple more minutes before we start as we have more of our attendees join us today as a reminder this will be recorded and available on the community link which i will be providing in the chat in a little while so we do welcome questions we hope that you use uh the chat or the q a for the for posting your questions we're going to probably most likely hold off until the end of the presentation to be able to address those questions if you do have any other questions after the recording please use the community link that we're going to provide for you soon to post your questions on the community and our experts will come back and answer them so we're still waiting for some more attendees to join so we'll just wait a little while in the meantime if you're also interested in finding more of these event types of events i'll be putting that link into the chat as well we're constantly adding more and more um content for you all to consume and to engage with our experts so that you all um get the most value attendees there we go put that in there well we are at the top of the hour so i'm going to welcome everyone today and with this is being recorded i have shared the link in the chat for where this recording will reside after we've commenced today we do welcome your questions and today during the live event as well as on that community link all right with that let's go ahead and get started thank you thanks lisa hey everybody and welcome to our ask the expert session where we're going to learn how upgrade customers can adopt the problem state model guided lifecycle using the migration utility nice short snappy title there my name is matt lloyd i'm the product manager for problem management at servicenow and i'm in the itsn group and i'm also joined today by spreeheart and capill from our engineering team so hopefully between us we'll be able to answer any questions that you've got during this session okay so every good session for servicenow always has the safe harbor notice just in case we cover any forward-looking information during this session and what we're going to look at today first of all we're going to take a quick look at the problem state model itself then we'll look at what the the migration utility is how you go about installing it i'll then do a quick demo actually going through it and migrating an instance with that then lastly we'll wrap up and answer any other questions that you've got as well so first off about the problem state model plug-in we introduced this starting with the madrid release and initially it was for new customers and the migration utility is how upgrade customers will be able to get to that same plug-in but before we get to that why would you actually want to do this so what are the benefits of the problem state model well there's quite a few of them so we added some additional fields that so you could actually document the the cause and the fix for the problem we added some granular rules for problem management and we're going to go into these in a bit more detail in the next few slides as well when a problem um or when related work for a problem is completed the person who has assigned that problem or problem task will be notified when a change record completes it will no longer close the problem and any of the related incidents for that problem you we introduced some settings that can be configured as part of problem management as well and lastly one of the big things we did was we introduced a guided problem life cycle and there's one more piece which is optional and which is a new integration that we've got with knowledge management so you can create known error articles as well from the problem itself okay so first of all with just just a quick glance at what we've done inside the problem form itself so we've added a whole bunch of different fields inside of here so there's the first reported by field so that's and typically that will point to the record where the problem came from so if you create a problem from an incident or from a case it will automatically already point it back to the incident or case that raised this problem in the first place but you can use it to point to any task record if you want to it's really useful if you've got multiple incidents associated with this problem and you just want to identify the one that actually raised this record in the first place so you can track that track that flow back and we also brought in the category and subcategory we had those on incident already but we didn't have those on the problem side so we've made a copy of that so there's a version of category and sub-category just for problem itself we renamed the short description to problem statement based on some feedback that we had while we were developing the um best practices for madrid and because when people are creating um incidents it's more from their point of view but when you move to doing problem management you actually want to turn that short description into something that's a bit more punchy and noticeable for the problem itself so just something simple as renaming it to problem statement tends to make people think a bit more about the text that's going into that short description so they kind of make it a little bit more readable anyway and so that's another small change that we did we added a work around field directly to the problem instead of it just being part of the activity stream we also added course note and fixed notes field and they're not shown on this record at the minute but they're in the related they're in the um the sections that will be part of this form and we also brought in search results as well so and here you can see that on the problem itself we're actually seeing the related search results inside of here so you can find related knowledge articles incidents problems and changes as well so that's some other stuff that we've done for the problem form and we've done some similar bits as well for the problem test as well and the other thing as we get into the guided life cycle we've actually brought that into the top of the form as well so you can see where you are in the life cycle of this problem so that's what we've done for the problem form and next up is the granular roles so we introduced four new roles for problem management first of all there's the problem task analyst this is someone who could be outside of the service desk and but you still want them to work on problem tasks so for example it could be someone in an application team it could be someone in their legal team you don't want to give them like the itil role because you don't want them to do as many other things inside of the service desk so you can give them the specific problem task role that lets them go to a problem task create problem tasks manage the life cycle of a problem task and they can read the problem but they can't actually modify the problem that they're looking at and then we've got some other roles as well that build on top of these so you've got the problem coordinator is also a task analyst and but they can also manage a problem so you need to be a problem coordinator to be assigned to a problem with the problem state model we've then got the problem manager who is a coordinator as well and they can actually modify the properties for problem management and then lastly we've got the problem admin who again is a problem manager and a coordinator and a task analyst and that's a limited role where you then because basically what you would do is you would only give that to people who need to be able to delete problems and problem tests so that's not something you would normally do you'd normally just you know close them out instead but you do have that option similar to the itil admin role that we have on the incident side and lastly on this thing just one thing to point out is and this is true of the migration utility as well sometimes we refer to the assigned to field of the problem and problem task one of the things that we've done is to have a problem assigned to you you need to have one of these problem roles so you need the problem task role to be able to be assigned to a problem task and you need the problem coordinator or hire to be able to be assigned to a problem and move it through its life cycle so when you get notified when work is finished so one of the things that we do is you have problem tasks on the problem record what we'll do is we'll watch all of those problem tasks and we'll wait till they finish so that's you know finished could mean completed it could mean cancelled when that happens we'll notify the person that the problem is assigned to to say all of your related problem tasks are done that's kind of your cue to come back to the problem to see what you need to do next we also do the same thing when you um have fixes and we have three types of fix that can be for a problem so they can be changes they could also be the agile 2.0 defects and enhancements and they can be in continual improvement initiative records as well but those two require additional licensing from other products but if you've got those products we just treat those as a fix for a problem so when all of these fixes that are related to this problem are completed or cancelled again we will notify the person that the problem is assigned to so that they can then come back and see what needs to be done next with that problem so it just means they don't have to keep coming back in periodically and checking the record we'll notify them when it's time for them to do some more work okay so yeah something else that we changed as well is in the past before the problem state model plug-in what would happen is if you had a change request when that change request was um completed that would automatically close the problem which would automatically close all of the related incidents of that problem as well and talking to plenty of customers we you know um we decided that wasn't the behavior most people were looking for especially because we've got these problems specific roles now and the problem team should decide when to close a problem the incident team should decide when to close an incident so what we do now is again because we're watching for those fixes including changes to be closed we just notify the problem coordinator that the you know that all of those fixes have been finished so they come back to this record and then they can decide what to do from there so we don't automatically chain to close the problem anymore and then chain to automatically close the related incidents and then yeah lastly on this page there's the configurable problem properties so there's quite a few of these but two of the ones that are quite interesting to most folks and is by default we allow um problem managers the problem manager role to actually re-analyze a closed problem um and we allow people who have got the problem coordinator or higher role to be able to reassess a closed problem task and the reason we do that is we treat this more like an investigation in the real world so you've done all of the work possible but maybe something else has come up later during that investigation or after you've finished it and it means you've actually missed something so you want to be able to go back use the same record to go back and continue that work with the history of the record that you've already got some customers don't want to do that what they instead want to do is create a new problem task or create a new problem record so we actually provide some settings so the problem manager can decide which roles are required to see the reanalyze button and the reassess button so that if you want to you can turn that off without having to change anything else it's just a simple couple of properties that you can change okay and then the last bit of this i mentioned briefly before was the um this is an optional and plug-in for the problem knowledge integration so if you've got this plug-in enabled what you can do is from the problem you can actually use a related option to say create a known error article it's a type of knowledge and based on the knowledge templates and it copies over automatically the short description the description the course notes and the work around from the problem into the known error article so that when that gets published that because it's a knowledge article it will show up wherever you're doing knowledge searches and it will also show up when an agent is working on a record using contextual search which you might know as the related and search results or with an agent assist as well and the other benefit is because it's knowledge is when an employee goes to the service portal and they go to create an incident it will show up there as well so this can actually help to deflect incidents so here we can see on the right hand side i've gone into the portal i've started to create a new incident for um something with my hdi my port is not working and you can see just this little tag in here tells us this is a known error type of article but basically you can see it's surfaced here so i could click on that read that if the instructions for the work around um are something i could do myself great i could do that otherwise if i'm not comfortable with that i could go ahead and create the incident as normal and then that will get handled by the service desk so before we had the problem state model what did things look like so this might be how your system looks today unless you've gone off and modified it but there were four states that we shipped originally so there was an open state a known error state a pending change and a closed resolve state and from the problem task we had six states so there was pending open work in progress and then three types have closed closed complete incomplete and skipped and what we were finding was with especially with these open states because you could move from any state to any state the state field wasn't read only um it meant people were getting confused about where they were in the life cycle of a problem especially because people often don't do problem as the full-time job it's something they do you know along with the other work that they do so when they were jumping into a problem record to do investigations and things they weren't quite sure what they were doing at this point and what they should do next so that's some of the feedback that we had that led us to making some of these improvements apart as part of this problem state model plug-in so we're just going to look quickly at the um the new life cycle itself we're not going to delve too much into this but just give you a high level so there are six states now there's new assess root cause analysis fixing progress resolved and closed and then you can see all these little arrows that take you back between those different states as well and this is actually in our documentation if you want to go and read that but basically when a new problem comes in um you will assign it to someone who has the problem coordinator role and then when you've done that they can assess the problem and then confirm it's a problem they're going to be investigating which would move it to the root cause phase or they could mark it as a duplicate of another problem and which will move over any incidents that are on this problem to the problem that i'm a duplicate of or i could cancel this problem so that's kind of what you can do from the new and assessed days once you move into the root cause analysis phase this is where you're trying to identify the root cause to identify a permanent fix for this problem so if you've got the skills to do that yourself fantastic you can just fill out those extra fields about the cause and the fix yourself if you need some help from another team you can actually create problem tasks and so that's how you can assign those out and we'll look at that a little bit in a minute the different problem test choices but otherwise as a problem coordinator what you're trying to do is once you once someone's provided that information back to you about what the cause is and what the fix is you will either start the fix which will move you to the fixed phase or you could again say this is a duplicate problem or you're going to cancel it and the other one we've done is instead of an on hold and or pending type and state we introduced accept risk which is a bit more stronger wording so basically you're accepting the risk of not fixing this problem for now and we'll ask you for a reason why as well and the other reason we've done that is it means you can identify those problems that are where you've accepted the risk and easily find those and actually filter by those as well later on yeah the next one is when you're in the fix fix in progress so what you're doing here is you're creating or linking to permanent fixes for this problem and as i said before fixes can be changes defects enhancements and continual improvement opportunities as well so it can be made up of one or more of any of these depending on which of those products you're licensed for and at this point you can so once the fix is done again you could you you might realize that this is actually a duplicate problem so you can still say it's a duplicate or cancel it you can still accept the risk of not being able to fix it for now if you find out you know maybe you don't have the funds um to fix this at this point in time and then you can also resolve this once you put the fix has been applied and then lastly for this for the problem the problem resolved and you can re-analyze it if you want to from that point if other incidents get added to this problem because it means you've probably missed something or you can complete it to move it to be closed and when the problem's closed as i said before problem manager by default is allowed to re-analyze this problem to move it back to the root cause phase so that's kind of a high level glance at the the life cycle of a problem and so why a lot of people are asking us about the migration utilities they want to move to this new life cycle because quite often it turned to help the customers who've gone and created their own customized version of problem management ended up with a similar process to the one that we introduced with this problem state model as well and then quick i'm going to quickly skip through this one but yeah it's very similar for the problem task as well so you know problem comes in a task comes in you can actually choose a type of task now which we introduced starting from the problem state model you can do a root cause task which will ask you you know what's the cause who the vendor is um and what the cause code is those kind of things or you can do a general problem task which is really the only type we had before we just even call it general and so this can be for anything else that isn't to do with the root cause but otherwise again a problem task analysts can you know assess the task they can say when they're ready to start their work on this task they can cancel it and you know they do their work in the work in progress when they're finished they complete it or they cancel it and then a problem coordinator by default could reassess it you know if maybe there's more information needed from this test they can send it back to the assess phase as well so there's a quick whisk through the two life cycles for problem and problem task and that is in our documentation if you want to read more about it later and i'll provide some extra links at the end of this where you can find this information as well okay so that was the um the problem um state model so what about the migration utility which is how upgrade customers can actually adopt this problem state model or look to adopt it so we've done a few things with this so a quick bit first about the actual utility and the problem state model itself so the migration utility it's a free store app that's available for madrid or later releases it helps customers to adopt the problem state model as an admin on your instance and if you will be able to see and activate the problem state model plug-in which we're going to look at later in the demo you'll be able to see and do that yourself if you're on paris or a release after paris if you're on the orlando release you need patch three or later to be able to see this plug-in directly if you're in new york you need patch nine or later to see this plug-in if you don't have the required patch you can still use the migration utility it's just that the problem state model plug-in is a development plug-in so your admin will not be able to see it but they can request it via the servicenow high mechanism or we'll talk a little bit more about that later as well there are a couple of limitations well there's one main one but i split it into two parts so store apps today can't actually access domain separated values and so that means the migration utility can't tell if you're using domain separated state choices in your problem or your problem task so this will actually count as a complex migration path for now and what that basically means is and if you're using um domain separation you'll probably need to speak to your account representative or maybe your solution consultant because you might need from and need some help from our customer outcomes or a partner who have another way of migrating to this state model as well and that will because theirs is more and services based they can actually do and they can actually um handle the domain separated stuff as well which as being a store app we can't do that today it's something we're hoping to fix in the future but we need to be given that ability in the first place so yeah we can't do that right now okay so when you actually and we're going to look at more of this when we actually run the app so i won't go through these in too much detail but when you go into the app itself and there's four sets of activities there's the introduction preparation migration and clean up so in the introduction phase we're basically telling you about the state model and the utility itself and very importantly we're confirming that you've practiced on or are practicing on a sub production instance that's a clone of your production instance and this is important because you want to know and make sure you've practiced everything that it takes to actually migrate your instance including all of the data and the other thing we re we highly recommend is when you're doing this and we do tell you this in the utility as well is to create update sets to help record um the actions you take to resolve the modifications that we detect so that later when you move to your production instance when you're happy with the results you can actually just reapply those back to your production instance and basically shorten the time it takes to run the utility on your production instance and during the preparation stage not everybody needs this but we know there's some customers who are saying okay i'm because i'm moving to the problem and state model i want to clean slate so i want to delete all of my existing problems and problem tasks so we provided a mechanism through the preparation stage that lets you first or remind you to back up your records and then makes it easy for you to actually go and delete them all if you want to as well so again this is optional you don't have to do this but for customers who want to start from that clean slate we've provided that option as well the main part of the utility itself is actually doing the migration of your data so we'll like you know again you should back up your instance first of all before you make any changes and we then the utility will detect blocking modifications on your system that you need to resolve because these are things that will prevent you from actually activating the problem state model or would cause you some issues if you activate it first so you should really fix these blocking modifications before you activate the problem state model you will also map your existing problem and problem test states to the new best practice states and the utility will help walk you through how you activate the plugin if you've and there's a little note down there so if you've removed or updated any of the base functionality that's needed by the problem state model and then there'll be an extra thing you do which will be to restore that required base functionality i'm not going to demo that bit today because that takes a little bit longer but i'll show you what that means and we've got more documentation and stuff for that as well that you can look at later and then lastly once you've done that you've activated the plugin will then bring up anything that's now a blocking issue or a warning modification that you should take care of before you migrate your records to the new states that you met earlier and then once you've done all of that you then there's some things that we don't need anymore from the older version of problem management so you'll go through and you'll actually remove some of the older bits and update a few bits as well so your instance will then be as close as we can get you to the base version of problem with your data so just quickly and again this is all covered in some of the articles that i'll provide links for as well and the migration utility helps you get to those but here's some high level about some of the things that the utility will detect for you so if you've extended the problem or problem test tables or you've removed them and most of these things will count as they're we're not sure what you've done so we had to call them a blocking issue because it it could mean that you've quite changed the behavior of problem management so we don't want you to activate the new state model so you've actually resolved these things um so yeah or if you've um overridden some of the dictionary values on the state fields or if you've renamed some of the choice labels these are just some of the things that we'll call out in this first phase basically um but yeah the biggest one in here is the domain separation if you've got domain separation we won't be able to move forward with the migration utility just because as i said before the um store apps aren't able to determine whether you're using domain separated records or values right now and then lastly there's some read and write access that the utility needs to specific tables to help during the migration itself but we'll provide links and there's also a blog that we can share out at the end of this as well where we've got some kb articles that detail all of these things and what you need to do for each of these things to actually resolve them as well and the same for the other types of modification we've got two different kbs for these things so we basically describe all the things that we detect and how you need to resolve those different things and again these are linked from the utility as well okay so now we've got all that you've seen what the problem state model is you've seen what the view the utility is how do you install it and so what you would do is on your instance as your administrator go to system definitions plugins search for you can just do migration utility if you want to but you know the full name is problem management migration utility then like you've done over here you'll then see it listed you can then just click install and then when the the install screen comes up click install again wait for it to finish installing then you can close that and then one important thing is you won't see the menu for the utility at the minute until you log out of and log back into servicenow so that's just a make sure you log out and log back in once you've done this and then you'll be able to see it so once you've done that and if you again as the administrator you go to problem administration you'll now see the migration utility menu and when you click on that it brings you to the utility the first time you go in you'll get an extra screen where it just says and get started so you click get started and then after that every time you'll go straight to this screen instead so now let's take a quick look at actually using the migration utility to do kind of a simpler migration for now but just to give you an idea of what it is and so before i actually do that what i'm going to do is just show you quickly here's here's what the problem form looks like before i've actually done anything so this this instance i'm using is a london instance that i've upgraded to orlando and this does have patch 3 or higher on it so the i as an admin i can see the problem state model so this is what the form looks like before i do anything with it so you can see it looks a bit different to what we're looking at before in the screenshot that i put in the powerpoint deck but if i come over and we go to the migration utility we've even included embedded help for different parts of the utility as well so first off so there's four stages there's introduction preparation migration and cleanup and so we'll just get started on the introduction and then again at a high level what we do is describe roughly what the the the state model is all about and so you know that we introduce new tasks we've got the new life cycle and for the problem and problem task and when you've read that you just say mark as complete again with the migration utility we tell you roughly what this utility is going to do for you and that again if you run into issues and you might want to talk to your account rep or server solution consultant to get some help from them and then lastly the other important one as well is that you're practicing on or practiced on a subproduction or a clone of your production instance so you know exactly what you're doing and there's one extra note inside of here as well which is um yeah so this is where you go to the solution consultant and side if you need to okay so that's the first bit done so what i can do is just scroll back up to the top again and then go back up to the menu so now the introduction is completed if i go into the preparation phase see where i can back up my records i can remove them which will take me to the um this would take me to the the actual record where i could click delete all records and then it would ask me to confirm that i'm not going to do that in this case because i want to migrate my records but that's how you could do that if you want to if you're not interested in doing this you can just skip this entire preparation stage so you could just say skip for that one if you plan on keeping all of your records so then we move on to the the main part of this utility which is the migration piece so i click get started for this and again you would normally go and do your backup first i'm going to skip that just for an interesting time on this demo but i'll say that i've actually done that already and then what we're going to do is we're going to configure which takes us to the migration job to actually do the migration so one thing we recommend to avoid inconsistencies is don't create new problems and problem tasks during this migrations phase and it's not the end of the world if it happens it just might cause you and you might need to do more rounds of migration to update those records as well and we do recommend um using update sets to record the changes that you make to make it easier to apply into production later on if i just click on configure this takes us into the my migration job which is the life cycle of moving through this and you can see we remind you that if you haven't created an update set already that you should probably go and create one um just to make it easier when you get to the uh the production side of things and again we've got the embedded help that tells you what's going on and you can even click this and jump to the online documentation for this as well if you want to otherwise this just tries to guide you through what's going on so in this first pre-check phase we detect blocking modifications before you activate the plug-in and i've got two in here so you can see i've extended the table i've extended the problem test table and the problem table so just click on this first record and um there's sometimes different actions you need to take depending on what type of modification you've made so you can click on the kb to read more details about it so for this one because i've extended the problem test rif what it's telling me is make sure you backed up your data and then just delete these extended tables because again it means we're not sure what you've done for problem and we want you to be on the base version of problem which means you haven't extended problem or problem task at this point so what i'm going to do is click view modification and it'll take me to the record that has actually been modified on this instance i'm just going to click delete to get rid of this record and then it'll ask me to confirm that so what i'm doing is i'm deleting this extended table and then go back and then i'll do the same thing on the second one view modification and i'll delete this one so that's both extended tables gone so now that i've done that i just like as i said once you've done things you just click run checks and the utility is then running through and checking to see what modifications it can now detect on your instance at this point in time and if you've done everything like if you resolved all the blocking issues you'll then move on to the next phase okay so the next phase is we've now um we're into reviewing warning modifications so you don't have to do anything with these right now some of these and again when the kb articles that we link you to will tell you what you need to do with these and when but these are more just for your information at this point in time you could resolve these right now and so there's some informational ones and like in my instance i added a new state choice a dummy one just to show you about mapping that and i also overrode or created a new event as well and i also messed about the business rule and created a new client scripts as well just to show you and some of the scenarios that we will detect but again because this is just a review phase i don't i don't have to do anything with here at this point in time so i can just click next the reason we've done that is some people would want to take care of those things before they activate the plugin some people prefer to wait until they've activated the plugin so we give you that flexibility to decide which way you want to do it so what we're doing now is we're into the mapping phase so first of all i'm mapping um what's going to happen to my problem records and if you hover over these it gives you a bit of a clues to what these going to be used for so the attack the assigned to field this will only be used when you've got problems that are not new problems so they've moved beyond the new state in the new life cycle and they're not already assigned to somebody so they're in the assess or later state and they're not actually assigned to somebody because to be in the assessed state they need to be assigned to somebody so it's just like who should these new problems uh sorry who should these problems that are not you be assigned to and one thing to point out is the utility can work for you whether you've already activated the um the problem state model plug-in or not we actually recommend not activating it until you've used the utility but just in case you have one thing to point out here is the assign to user will um it will be restricted to people who have the problem roles that we talked about earlier so if you happen to have activated the um the state model already when you come to here you'll need to pick users who have one of the problem roles so problem coordinator manager or admin but in this case i'm just going to use the itil um user for now for this just for this demo and then we've also got again if any of these things are blank any of these fields are blank and because sometimes these fields are mandatory depending on which part of life cycle your problems will be mapping onto so if the problem statement was blank what's it default to if the cause notes are blank what will it default to and these are placeholders that all and tell you what state it came from and the same for the fixed notes and the closed notes as well so really the only thing you need to do for the problem is tell us who to assign problems to when they're not already assigned to somebody and once you've done that you can click detect and map states unmapped states but the other thing is down the bottom of here we show you that the state that we've already detected so these are the states we already had before so open we've automatically mapped to new known error we've mapped to the state code is 107 closed but as a closed code of risk accepted pending change becomes fixed in progress closed resolve becomes closed with a code of fix applied and then the last one it's a custom state so we don't know what to map it to so this is one where you just come in and tell us first of all i'll just save what i've done and then i'll scroll down to the bottom of the page again and then i'll click on this and then you just need to tell us what to map to so this one i'm going to map to and just close as cancelled for now so you just need to tell us which part the lifecycle you want to map these custom states to and then update and then when you've done that you detect unmapped states and again yeah the embedded help gives you some clues as to what's happening and then we're doing the same thing but for problem tasks so i'm just going to use the itil user again for this one and i don't have any custom states for my problem test so these are already pre-met so that's nice and easy and for this one and again this is um this will be for problem tasks that aren't new that aren't assigned to anybody who should be assigned to so now that i've done that i can just click on detect unmapped states and now we're at the point so we've done all the basic pre-checks we've done our mapping so we know what to do we're at the point now of activating the plug-in so depending on whether you've got paris or orlando with patch 3 or later or new york with patch 9 or later this screen might look slightly differently and the request button might behave slightly differently so because i've got orlando with patch 3 or later it says as an administrator you can activate this this message would be slightly different if i don't have them if i can't see and that plug-in because um i don't have the required patch instead what would happen is request plugin would take you to the servicenow high page where you can actually request the plugin instead so the utility will work whether you have permission to or not and it will direct you to the right place to do that but the good news is because i have the right patch when i say request plugin it takes me directly to the um the problem state model plugin so it's state model it's got a much longer name but this is the plugin i need to activate and again you see inside of here um because i've got the right patch it tells me that you should use the migration utility before you activate this so what i can do now is i can just again i can look over here and see for this that i just need to activate this plug-in so i just go to activate and i'm not going to load demo data because we're going to migrate the records that we've already got um for our problem so i'm just going to click activate and we'll just wait a few seconds for this plugin to be activated on this instance and while i'm waiting for that if they're spree or capital if there's anything else you'd like to add during this first bit feel free while we're waiting uh no nothing right now uh there are a few questions coming up in uh q a uh but maybe we will answer it at the end of the presentation sounds perfect thanks priya yeah we'll get back to you guys at the end of the session what i wanted to do is cover up the slides because there's a few of them do the demo and then wrap up a couple of bits and then we'll dive more into those questions that you've got so activating this plug-in is basically moving us to the new world of problem management with all those fields that we talked about before and with that new behavior of the notifications with the new roles it's basically setting all of that up right now in the instance and then when that's done basically what we'll be able to do then is start migrating our records and really by migrate records what we mean is we're updating the states of the problems and the problem tasks and using the mappings that you defined with the utility earlier on so we're just that basically we're updating to the new states that's what we mean by migrating the records and the only point to add your mat is uh the customers who are lower than new york patch nine or orlando patch three will have to get it activated through uh high that's right yeah thanks spree yeah exactly so when you saw the um request plugin button it would actually take you to hi to the plugin request page and then you just need to put in the name of the plugin that we'll tell you about on the actual um our plugin page itself so you just need to put those details into that request and schedule that to happen and it's it's because before those patches it was a development plug-in so you couldn't actually activate it yourselves as an admin on your system so if you can it's better to be on the required patch because it will make your process for upgrading and migrating much simpler if you can get that patch onto your system first of all okay so let's close and refresh that and then the status should change to active yeah thanks priha and if you've got any more um pills or wisdom like that feel free to jump in as we go along yeah sure okay so now the plug-in's active fantastic and so what i'm going to do now is uh go back to the migration utility and now you can see that we we've detected that the plugin is activated and all we need to do now is click next because we've finished activating this and once you've activated the plugin you can't go back to an earlier life cycle uh orally a part of this process just because there's nowhere to go back to in that from this point so you can only go forward from this point once you've activated the the plug-in so we go next and if you'd modified any of the required base functionality for problem management you would actually go through that extra phase that i'll show you about in the slides afterwards and what that would basically do is it would and walk you through or ask you to restore the base functionality to re base it to repair the plugins in a specific order which restores that base functionality that we need and to move forward as well and again you know you're reminded to create update sets as you go as you need to and at this point we're now resolving blocking and warning modifications before we migrate our records so i've got three things inside of here and so one's a business rule and there's two things so as part of the problem life cycle and problem test life cycle we've moved to using the state model which restricts which states you can move from and to in the problem and the problem task so we just need to disable those so i'm going to first click on this first business rule and you and we're saying this has been added so again now i can click on this um this knowledge article and so we tell you a lot more information inside of here but it just says you know for a business rule i just need to deactivate it so this these pages will tell you exactly what you need to do to resolve these issues so what i need to do here is just go to view that modification and uncheck the active flag and then update this record and then i'm going to do the same on these other two so these are both to do with the state model so i'm going to click on these and when you click on this it tells you specifically because it knows exactly what we need to do in this state and so it just says you know you need to deactivate this i just need to go to view modification again for both of these and uncheck active so that's one and i'll do the other one and you can see down here these are the rules that we're applying that mean you can only move from move into a state from certain other um states in the first place so at the end after you've finished everything and you're doing the cleanup you'll reactivate these these state models but the reason we're deactivating them is if you don't do this um we won't be able to update the the records from one state to another state because the the old states don't exist so you won't be able to transition from the old state to the new state so you need to disable these rules first to allow us to go from any old state to the new best practice states and then what we'll do is we'll look at the warning modifications and inside here three of these to do with access control and there's one which is to do with a client script so i'll click on the client script and again for this one we can just see what it says but for a client script really what it's saying is um just deactivate the client script that you've got um you can delete them as well but we're recommending deactivating and in these scenarios just to make sure you don't lose any functionality you can keep it around and just deactivate it while you're doing the migration so i'm just going to deactivate this client script and then we'll run checks so again we're detecting now that you've done all these things what's left to do on your instance to tidy it up so you might have a lot more things in here depending on what how many modifications you've made to your base instance um so now we've got no blocking issues left that's good we've got three warnings and for these these um access or role related things these are system generated things so these aren't things we can automatically white list and ignore so what we're going to do for these is we're going to just say okay these are fine i don't need to do anything with these because we actually have specific access control and functionality for the problem and problem task and the new roles that we've already defined that will kind of supersede these so what we're going to do is just click on this first row and hold shift and go down two more rows to highlight all of these and we're just going to say that we verified these so we don't need to do anything else with them we'll just say yeah we verify that these three things are okay and again these are documented in and the kb articles as well and then i'll click and then there's the informational which is just telling us about um i created a new event this event won't change anything this is like an additional thing on top of what we've already got so it doesn't impact the functionality at all so i can just then say run checks okay cool so we finished all of that so now we're ready to migrate our record so if you've got a lot lots of records this could take a bit longer but you click on migrate active records we'll just confirm that you want to do this and then when you say okay you'll see like a progress bar so mine's going to be fast because i don't have tons of records in my instance but if you had a lot more records this would take a bit longer and if for some reason you have to navigate away from here or your browser gets restarted you can just come back into this utility the same way we did before click my great active records and it'll bring you to the same screen if it's in process right now and so now that all these are done i can say okay and then the reason we we don't take you to the next stage automatically is just in case someone happens to create any active records in the background so we make you click and migrate active records again if there are no more records to migrate you move to the inactive records and this could take a bit longer as well depending on how much historic data you've got so i'll just go to migrate my inactive records and the same deal as before if this gets interrupted you can come back to the same point and carry on because this it runs as a kind of a job in the background basically and so now i say migrate inactive records and that's it all our records are done migrated we finished the main part of the the job and i can click on here to see what what my records are so i've got some in the new states i've got some in the fix and progress states and i've got some in the closed state so you can see now we have a closed state and the resolution code which is why we referred to both things before and you can see that this my unmapped one basically mapped over to closed as cancelled so yeah that's roughly what we're doing there and so once you've finished all of this you just click finish which will return you back to the migration utility itself and now i can just mark this as complete because i'm done with it i've done all my records i've activated the plugin all that stuff's done and good and now that's done so if i come back up to the home page again what we need to do is to clean up set so if i go into get started the first thing we're going to do is go and reactivate those state models if you don't do this you might find that you get some and different choices that you can make and the way i'm going to do this i'm just going to multi-select to activate these again so i'm just going to activate both of these at the same time and so when you're in the problem you might see more choices that you can make than the ones that we show in the life cycle it's because we actually rely on this state model as well to do that now that i've done those i can just mark that as complete with the same with the old menus so over here you'll see there'll be some old module menus at the pending and known errors we track it and not sorry not only um pending and is one of the ones that will disappear so i'll just come over and configure removing the old module menus but yeah no never says the old one because we've got a new way of doing known errors now so i just come in and i'm going to make both of those inactive and now that i've done that they disappear from the menu over here and now they are done and then we're going to remove the old ui actions as well so we had four of those and so these would have covered things like closing the problem resolving all the incidents posting news which is something we don't use anymore and also posting knowledge instead we do this with the and the problem knowledge plug-in that we talked about before with the create own error articles so i've disabled those and next up is business rules so we get rid of the old business rules that we don't need anymore same deal again just set all of these to false and if you click on one of these it'll actually give you more targeted information inside of here and just to save time i'm just disabling all of these and quickly but it'll take you to the same action so i say mark that as complete then we'll remove old ui policies as well that we don't need and for this one what i'll do is um you can just add the active flag into the list to make it easier and then again we can just turn these four off and then mark that as complete we're now going to update our dashboard because we moved from using um states where we had states number one two three and four and before we used to be closed now we're going to refer to close as active is false so what we'll do is we'll click on configure for the dashboard that we ship with problem management and that's the the dashboard the overview dashboard here that's this one and i'll click on the um click on the configuration icon and it tells you what to do here as well scroll down to the bottom of the page find the problems closed per week chart click on the edit content icon and you will do this for any chart that you've got if you've added your own charts or you've got your own dashboard you would go and do it for those as well but basically you can see it says problem state is for what we're going to do is click on that filter and we'll change this instead to saying active is false because that's a better way to actually detect that and then we can run that and i don't have any recent data to show that because mine's kind of demo data but then i just go back to the um to the dashboard close that menu down and then what we'll do is we'll click click back to guided setup at this point and then because i've done that i can just say mark as complete because we finished doing that and again if you've got any custom dashboards or charts you're going to do the same thing on those as well if you've modified so if you've added any fields or modified the form layouts you can actually optionally go and reset your form layouts as well or if you've got any mandatory fields you might want to reset your form layouts and to our base version before you start doing anything else and there's a kb for that as well and so i'll just say that i've done that for now and then lastly we're going to make it so that you can search for problems from incidents so if i click on configure there's two things that we need to do first one is we need to again it tells you in the embedded help so for the first one we want to go to the search context and we want to enable search on tab and again the instructions update to tell you what to do so i've done that just check that and say update so what that means is when you're in um when you're in the short description in an incident updating it you tab out of that incident that's when the search will run and the reason we've done that is that's what's needed to trigger searching for things beyond knowledge articles and beyond catalog items so if you want to search for problems or incidents because there's a lot more of those we want you to tab away from that field first to know that you've actually finished typing in the short description that's also kind of the default behavior in workspace so what you're doing is enabling that that's something that you would get for it as a new customer so this is how you can get it for an upgrade as well and then the last thing we need to do is in the actual and incident um um incident record itself we just need to say that we will enable the source selector which is the drop-down list of sources where you swap between problems and incidents and things like that so we'll just click update on that and then we can say mark as complete and that's it we finished basically doing all of the stuff with the migration utility so we've been through all the migration utility everything's completed at this point in time so if we just went and created a new problem quickly you would see the new form layout that i was showing you before as well and then we've got the extra tab so there's the analysis information with a work around the cause notes there are fixed notes is under the resolution and so yeah so that's where all the new fields are and this is the the search stuff that we just enabled as well but we did that on the incident side okay so that's um all of the information on the migration utility so now let's just jump back to the powerpoint quickly so if you do need to restore that required base functionality because you updated or removed some of the stuff that we still need we want you to restore the base um plugins in a specific order here's all of the plugins you might have to restore it depends what you've got enabled on your system as to what will show up or what you've changed from which of these will show up on your specific instance but we'll give you the order of them and the plugins that you need to do something with um again as before um if you've got paris orlando with patch 3 or later or new york with patch 9 or later that means the admin can actually do all of this on their own so you see admin repairable is yes for all of these things so they don't need any help any additional help if you don't meet this requirement then the state model and the jakarta plugins were both development plugins so the best thing to do is to create a high case for these because they need to be activated in the right order one after the other so create a high case to get these activated instead or better yet wait till you're on the right patch level or right release version and then you'll be able to do it yourselves without even having to create a high case in the first place and once you've once you've repaired these plugins there's a there's a flag in the table that just says repaired just make sure you set that to true because it's not something the utility can detect on its own and it won't let you move on until you've basically marked all those as being repaired and so that's the extra stuff you need to do if you've modified base functionality as well so just a quick wrap-up so we've looked at um you know what the state model is what the migration utility is how to install it who to contact if you're in a more my uh complex migration path including domain separation there's some additional links over here as well like there's a blog with a lot of this stuff there's documentation there's the three kbs we looked at as well and lastly if you run into issues using the utility or you run into issues after you've used the utility on your problem management it's likely something specific to your incidents because custom other customers have been successful so what we need you to do is to go and create a servicenow high case so that support can actually go in and have a look because we can't diagnose it without getting access to your instance to see what's going on because it's it's not been covered by the standard functionality of the migration utility so that's basically what i wanted to cover now we can delve into the questions that people have got yes matt so uh lisa would you write like to read out the questions or should we take it out sure i'm happy to read the questions from the q a uh dave asked earlier this morning will there be a way to tie a problem record to a story in the itbm module yes so uh basically this depends on your use case tape so currently we have this integration of problem management with other modules such as change improvement initiatives security incidents and likewise so uh you can also create or customize your itbm module in such a way to integrate it with problem management there's no such restriction on it yeah one more thing dave is so earlier i mentioned that you can so a fix for a problem if you've got the itbm and 2.0 and agile 2.0 you can create defects and enhancements and link those directly from your problem as well so from a problem perspective they would just be treated as fixes for the problem but from the itbn's perspective you know there are basically their stories like defects or enhancements that you would take up okay dave also asked with with access can the cancel be limited to the problem manager or admin so every ui action basically every action is on a problem record is currently limited to a problem coordinator persona who will be responsible for uh transitioning the problem through its life cycle basically working on that problem record so and your problem manager and admin has that problem coordinator role so uh yeah so it is currently restricted to a problem coordinator role yes and that's because they're the ones create coordinating the problem with other teams so the manager is a problem coordinator as well so if you didn't want anybody to be able to coordinate problems just don't give them the coordinator rule they can still see the problem if they've got the problem and read roles or if they've got the item role they just can't manage the problem itself they can't move it through the life cycle yeah okay i'm going to be reading these in order as they as they came in comes out of order in the questions you know just know that that's happening so ian says hello we have started this journey been on servicenow since aspen and whose archive what happens if you try to restore an archived record after migration yeah okay so uh once you have restored your archive records those are as good as your live records right so and there is no such restriction on our migration utility that you can only run it once you can always come back and run it again if you have uh restored your archive records or created some other records in some new state which you want to again restore so uh yeah as uh you can see on match screen when you um when you click on migrate you will again come to the migration job and you can move back and again uh click on migrate records to basically migrate whatever records you have so you can do the migration multiple times there's no such restriction on that okay dave asks can you map the assigned to a custom field we had on the old form i think uh this was in regards uh to the mapping stage so uh basically we are mapping those fields which are actually a mandatory field for certain stages in our new problem state model so like assigned to is one of the mandatory fields uh there when you go to suppose ss stage in your uh problem management that is why we are mapping it so if you uh it actually makes no sense if we map it to a custom field or anything so uh yeah so we cannot do that actually that is not a use case basically um ian had question number two and remember he's mr aspen um is there any additional plugin to add fields that are required for regulatory reporting in north america uh no so what you're seeing in here is what we provide for now but we do talk to other customers to see what else is needed for problem in the future so one thing that you can do and ian is if if you follow the link to the migration utility blog and there's there's a place called um ideas you can go and submit ideas and basically other customers can vote for those ideas the ideas that get the most votes there's a threshold will basically be something that's more likely to make it into our backlog our roadmap going forward as well so we don't have anything currently for that but it doesn't mean we might not do something with that in the future here oh and just to just to clarify that's called the idea portal yes i agree you can find that on the community it's in the top navigation uh massoum um writes has two questions if instance has customized dictionaries and it comes under warning modifications then do we need to deactivate all of them or can they be kept as verified will keeping them cause any migration problems yeah so basically whatever is coming under warning section will not exactly impact your major functionality in your new problem state model so in that case that is actually at a user's discretion you need to go ahead analyze what can be the impact of your modification if you you're okay with it then just verify uh mark it as verified and you can move ahead yeah in the same yeah thanks preheat in the same way that i did with those acls that you saw we knew we knew the reason that they were showing up and they're not they don't impact functionality and that's why we're saying make sure to practice on a full clone of your production system in a sub production so that you've tried everything out you know everything that you need to take care of you're happy with the outcome and the results and that problem works properly after you've finished as well because we can't we can't do all that for you we just try and detect to the best of our abilities what is a blocking thing versus something that we'd warn you about versus like an informational thing is you know it's more just like oh yeah you added some new states it doesn't change anything it's okay and this is the the other part of the question and i'm not sure if i understand it correctly but he asks when migration utility asked to repair the base functionality plug-ins okay so basically uh the question is when does the that repair baseline uh state comes up so uh in your customizations when you have customized or deleted removed any of the existing uh records which is shipped by servicenow if you have customized or you have removed that will take you to the repair baseline functionality because we want all those files to be back to its base version so to get those files to its base version uh we have to repair all the plugins so that we can get it to uh what is actually the baseline version of that particular record yeah and if you see over here in the embedded help it basically says the migrate stage this is where that would come in this optional piece so if it we if it applies to your instance you'll get two extra stages you go through it through two extra required one one is preparing the base plugins which might require you to do something with um customer update sets that you've done and again it talks you through what you need to do with those and the other one is once you've done that is then to repair those plug-ins in a specific order to restore that functionality and we looked at many different options for this preheated capital um and this this was basically the easiest most consistent way that as a customer you could actually restore that base functionality was doing this kind of prepare restore repair approach okay i think that's all we've got any more questions as a quick reminder you can always post questions that might come come to you later on that community link that i've provided i'll put it into the chat one more time so that you all have it i can find my chat window there we go oh dave also asked on the chat oh i almost missed this one um if it helps we had a field called it manager which would be what the assigned to becomes so this was david asked some questions earlier um so i'm sorry about that so dave was like would a type the thai problem record to a story in the itb module uh with access to cancel the be limited to the problem manager admin those are some of the questions dave had asked so yeah the the canceling a problem or a problem task is you need to have one of the problem roles so to cancel a problem test you need a problem task analyst or higher and and to cancel a problem you need to have the problem coordinator or higher and so you know higher meaning like you know manager or admin as well so you can only so think of those moving between states and taking actions that you would see in the header all of those are kind of life cycle things and so to do those they're restricted to people with those specific problem roles because we had some customers wanted to you know they want their service desk to be able to create problems but not push them through the life cycle and if you do want that that's fine you can just give them the problem coordinator role as well well it's my apologies dave said it this was uh his question about a field called it manager uh was around the mapping the custom i.t manager to assign to oh i see i see yeah so um yeah no no problem so yeah as esprit has said before we could only map to field so basically we can only use fields that we have and so that's why we're using the assigned to field because that's the one that's common it's a problem already so you might need to do some extra work on your side if you need to basically copy over but you can still keep your field if you want to use that it's just for a problem the the individual record needs to be assigned to somebody who's going to own it to move it through its life cycle that's what assigned to means for the problem right dave let us know if we've answered your question because i know we are a little bit over time but this is great we've had some fabulous questions today and thanks for all the questions everybody and with that we do uh welcome you to post some more questions on that community link oh we've got one more they today it was about um that was what we were using it for in the old form okay okay yeah and that's as part of redesigning the process that's one of the things we kind of streamline down to is because someone's coordinating this record and then using problem tests most of the time we found that most people didn't need multiple kind of assigned to fields anymore so that's how we streamlined that as we did this new process okay all right well with that we we thank you again for joining us and we look forward to having you and um join some of our other ask the expert events you can always find them listed on the community and hopefully this team for itsm will join us again soon and let us know by posting in the community or sending it to community servicenow.com your suggestions for future shows and with that we thank you all for joining us today and have a lovely lovely day