Cannot Move Next State in Problem Record after Upgrading to YokohamaIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When upgrading to Yokohama, an error occurs when updating the Problem's State to the next State: "Problem model 'General' prevented state transition from AAA to BBB." This issue arises in instances upgraded from the Washington DC version to the Yokohama version, where custom States are used instead of Problem Management models or State Models (All > State Management > State Models). Reproduced Steps: Open PRB RecordClick UI Action to move State to the next State.The following error occurs: Problem model 'General' prevented state transition from AAA to BBB. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } As of Yokohama Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The error occurs because the Problem record's Model [prb_model] is set to General (sys_id=b58c327fb70c021041c2feb0be11a90e), triggering the Business rule - Problem Model: Check State Transition (sys_id=10133e13b7e002102e13bea0be11a92f). This business rule displays the error. Currently (as of May 1, 2025), when upgrading from the Washington DC version to the Yokohama version, the com.snc.problem_management.models.enabled property is set to true. This behavior differs from the product documentation: Considerations for Problem Management models and Service Operations Workspace The com.snc.problem_management.models.enabled system property is enabled by default for new customers starting from the Yokohama release. Upgrade customers must enable the com.snc.problem_management.models.enabled system property introduced in the Xanadu release. When com.snc.problem_management.models.enabled is true, a value is generated in the Model [prb_model] when creating a new PRB. Even if com.snc.problem_management.models.enabled is set to false, this error occurs in already created PRB records. This issue has been reported in PRB1898891. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Since the Model [prb_model] cannot be updated from the UI, please execute the following script. Script Description: When runMode = 0, it updates the problematic data (problem.prb_model with the value General).When runMode = 1, it displays the problematic data (problem.prb_model with the value General). var runMode = 1; var targeModelSysId = 'b58c327fb70c021041c2feb0be11a90e'; // prb_model - General var gr = new GlideRecord('problem'); gr.addQuery('prb_model', targeModelSysId); gr.query(); if (runMode == 0) { while (gr.next()) { gr.prb_model = ''; // to update null gr.update(); gs.info('Updated problem record with sys_id: ' + gr.sys_id); } } else if (runMode == 1) { while (gr.next()) { gs.info('target problem record with sys_id: ' + gr.sys_id); } } The above script updates the problem records. If there are values in the Model [prb_task_model] of Problem Tasks [problem_task], these values also need to be set to null. For this case, please execute the following script too. Script Description: When runMode = 0, it updates the problematic data (problem_task.prb_task_model with the value General).When runMode = 1, it displays the problematic data (problem_task.prb_task_model with the value General). var runMode = 1; var targeModelSysId = 'a7e9312343000210146639aaaab8f2cb'; // prb_task_model - General var gr = new GlideRecord('problem_task'); gr.addQuery('prb_task_model', targeModelSysId); gr.query(); if (runMode == 0) { while (gr.next()) { gr.prb_task_model = ''; // to update null gr.update(); gs.info('Updated problem task record with sys_id: ' + gr.sys_id); } } else if (runMode == 1) { while (gr.next()) { gs.info('target problem task record with sys_id: ' + gr.sys_id); } }