---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Activate Problem Management Best Practice --- Madrid --- State Model

# Activate Problem Management Best Practice --- Madrid --- State Model {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can activate the Problem Management Best Practice --- Madrid --- State Model
plugin (com.snc.best_practice.problem.madrid.state_model) on your instance using the Problem Management Migration Utility store app.

## Before you begin

Before you activate the plugin, be sure to resolve blocking
modifications. For more information, see [Resolve blocking modifications](https://servicenow-prod.fluidtopics.net/xjGzdUGV3PuyJu4DjY3AAw "Blocking modifications that are detected in your instance are not compatible with the problem state model and you must resolve them before you activate the Problem Management Best Practice — Madrid — State Model plugin.").

Role required: admin

## About this task

An administrator must activate the Problem Management Best Practice --- Madrid
--- State Model plugin (com.snc.best_practice.problem.madrid.state_model) (first
introduced in the Madrid release) through the Migration Utility because the plugin
includes features that are not compatible with the previous version of Problem Management.

New York Patch 9 or Orlando Patch 3 or later are required before the administrator
can see and activate the problem state model plugin on an instance. If you do not
have the required patch, you have to request the plugin as it is a development
plugin.

## Procedure

1. Activate the plugin.  
   If you have the required patch level, you have access to the plugin and can activate it. If you do not have the patch level, you must request it.

   | Option | Description |
   | Activate the plugin (required patch level is installed) | 1. Click Request Plugin in the plugin activation stage of the migration utility migration job. 2. On the System Plugin page, click the Activate/Repair related link. 3. Click Activate. 4. Close and reload the form.The plugin status changes to Activated. You can return to the Migration Utility and continue with the migration. {#activate-plugin-problem-management__ol_c43_v3m_plb} |
   | Request the plugin | 1. Click Request Plugin in the plugin activation stage of the migration utility migration job. 2. On the [ServiceNow HI Request Plugin](https://support.servicenow.com/hisp?id=hisp_sc_item&sys_id=891f088e465667e234a3cb52ffa1d299) page, provide the required details. * Target instance: Instance on which to request the plugin * Plugin Name: <kbd class="ph userinput">com.snc.best_practice.problem.madrid.state_model</kbd> * Reason/Comments: <kbd class="ph userinput">Request from the Problem Management Migration Utility</kbd> * Select Maintenance Start Time: Select your preferred start time {#activate-plugin-problem-management__ul_w3q_p3m_plb} 3. Click Submit. 4. Once the plugin is activated, return to the Migration Utility and continue with the migration. {#activate-plugin-problem-management__ol_c4p_zhm_plb} |
   |-|-|

   {#activate-plugin-problem-management__choicetable_zxl_xhm_plb}
2. Continue with the migration process.
{#activate-plugin-problem-management__steps_bt2_ngm_plb}

## What to do next

[Prepare base plugins](https://servicenow-prod.fluidtopics.net/01V7hJ8s4pi67L0a9c7tmQ "Prepare to restore the base functionality that is required for the problem state model you have modified.").