---
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


---

# Configuring Problem Management in Service Operations Workspace

# Configuring Problem Management in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the features of Problem Management to manage problems and problem tasks in Service Operations Workspace

## Configuration overview {#configuring-problem-management-sow__section_xfk_fnv_y1c}

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](https://servicenow-prod.fluidtopics.net/0b_j6JKqbroohu13nsjeCw "The Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) introduces new best practice states and guided actions to navigate the life cycle of a problem.").  
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](https://servicenow-prod.fluidtopics.net/koZiLTsPbjr5mwrwcTsdBw "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.").
{#configuring-problem-management-sow__ul_vkq_qjd_w2c}

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](https://servicenow-prod.fluidtopics.net/J~rqywhYyjK3KAYes4fNig "From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help.").