---
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


---

# Problem Management models in Service Operations Workspace

# Problem Management models 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  
You can use Problem Management models to tailor processes for specific use cases.

You can create custom models for problems and problem tasks to extend their default models without compromising on existing capabilities. To use these capabilities, enable the
com.snc.problem_management.models.enabled system property introduced in the Xanadu release. Enabling Problem Management models is optional.

Problem Management models enable you to define:  
* States for specific use cases
* State transitions
* State transition conditions
{#problem-mgmt-models-sow__ul_kym_4bs_wnb}

The following default models are provided to replicate the non-model versions included as part of the base problem life cycle. The base problem life cycle is included with the Problem Management  Best Practice - Madrid - State Model
(com.snc.best_practice.problem.madrid.state_model) plugin. Use the Problem Management Migration Utility [store application](https://store.servicenow.com/sn_appstore_store.do#!/store/application/d03b7539dbbb3300f21e7ffdbf9619a8) to enable this plugin and migrate your records to the base problem life cycle.
{#problem-mgmt-models-sow__table_oyj_lcs_wnb__entry__2}

| Model | Description |
|-|-|
| General | Problem process equivalent to the non-model base problem life cycle. |
[Table 1. Problem model]

{#problem-mgmt-models-sow__table_oyj_lcs_wnb} {#problem-mgmt-models-sow__table_jw1_d5y_1cc__entry__2}

| Model | Description |
|-|-|
| Root cause analysis | Problem task process equivalent to the non-model base problem life cycle. |
| General | Problem task process equivalent to the non-model base problem life cycle. |
[Table 2. Problem task models]

{#problem-mgmt-models-sow__table_jw1_d5y_1cc}

## Enabling Problem Management models {#problem-mgmt-models-sow__section_plx_spz_1cc}

Test Problem Management models in a non-production instance first. If you have changed the base problem life cycle or life cycle actions, you must make the equivalent changes to your custom models.  
To begin working with custom models, see the following topics:

* [Enable Problem Management models in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Jb0I6fPaut9iEZw6hiiYIA "Enable the Problem Management models system property so that you can create and use custom models.")
* [Create a problem model in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/rSLcJmt1hfKrfD0c3GjVcA "Create custom Problem Management models with states and transitions tailored to your use cases.")
* [Create a problem task model in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/g~0ej7Nq5VB9obVpybVCCg "Create custom Problem Management models with states and transitions tailored to your use cases.")
{#problem-mgmt-models-sow__ul_wtz_lmc_ccc}  
Note:  
Any problems or problem tasks that were created before you enable Problem Management models will continue to use the non-model life cycle.

## Disabling Problem Management models {#problem-mgmt-models-sow__section_q3x_xpz_1cc}

Before disabling Problem Management models, you must apply any additional features you have added through custom Problem Management models to your non-model life cycle.

## Considerations for Problem Management models and Service Operations Workspace {#problem-mgmt-models-sow__section_s3g_cqz_1cc}

Service Operations Workspace 6.x is based on the Xanadu release and it supports Problem Management models.

Service Operations Workspace 5.x is based on the Washington DC release and it doesn't support Problem Management models.

If you are using Service Operations Workspace 5.x and you enable Problem Management models, you will manage problems and problem tasks in the classic UI16 experience, rather than in Service Operations Workspace.
**Related concepts**   

* [Problem Management in Service Operations Workspace reference](https://servicenow-prod.fluidtopics.net/mxGJ3pIhNSYmhc9mtcMHuw "Reference topics provide additional information about Problem Management in Service Operations Workspace.")  
**Related tasks**   

* [Create a problem in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Se0BWzeC~HgXObZkG8O_Ug "Investigate the root cause of recurring incidents or a major incident. Provide a permanent fix to help prevent them from happening again.")
* [Work on a problem in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/jFKc1X9CT0Wra0SPIcIMmw "Manage problems and problem tasks through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.")
* [Create a problem task in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/6WJIhwZhz_e~swNyjYUhXg "When you need to engage another team or agent for help, create and assign a problem task.")
* [Work on a problem task in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/AL_xxvBfe4MNieEjfYBbmA "Manage problems and problem tasks through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.")