The Problem Management Migration Utility, available in the ServiceNow® Store, is a guided setup application that helps you upgrade to adopt the base version of Problem Management using the guided problem life cycle.

Important:
  • You only need to use the migration utility if you started using ServiceNow before the Madrid release and you want to adopt the guided problem life cycle, as that was included for new customers starting from Madrid.
  • If you run into issues or need additional help with resolving your modifications, contact your ServiceNow Account Representative or ServiceNow Solution Consultant. You might need help from ServiceNow Customer Outcomes or a partner.
The migration utility consists of several guided activities:
Introduction
Describes the purpose of the Problem Management Best Practice State Model plugin and the migration utility. This activity also confirms that you have practiced or are practicing on a sub-production instance that is a clone of the production instance.
Preparation
Helps you prepare for your migration, including optional scenarios if you want to remove all of your existing problem and problem task records.
Migrate
Guides you through the Migration job.
Clean-up
The guided setup activity guides you through the manual clean-up activities after you have completed the main migration.