Thank you for your feedback.
Form temporarily unavailable. Please try again or contact to submit your comments.

Upgrade and migration tasks by application or feature

Log in to subscribe to topics and get notified when content changes.

Upgrade and migration tasks by application or feature

Complete the upgrade tasks where necessary to prepare an application or feature for the upgrade process, and complete appropriate migration tasks after the upgrade to protect your data and customizations from changes to the system.

Application or feature Details
Change Management If you have completed an upgrade from a release prior to Geneva, you must perform the following tasks after you activate Change Management core to ensure that change types and customizations are updated.
  • If you had created newer change types in addition to the default change types, then you must customize them based on the new change types being introduced.
  • Modify the customizations that are affected to use the new change type values.
  • If you had the Bulk CI plugin installed, then install the Mass updates CI plugin for enhanced user experience and alignment with the new plugins.

For additional upgrade considerations, see Change Management upgrade instructions.

Connect Support When you upgrade to Helsinki, you have the option to use either the legacy chat feature or Connect Support. You cannot use the two concurrently. For configuration details, see Connect Support upgrade information.
  • When you upgrade to Helsinki from a pre-Geneva release, you can still use the legacy identifiers provided with your instance or switch to the new CMDB identifiers by setting a system property. It is important to note that if Service Mapping is active on your instance, the CMDB identifiers are always used regardless of the property value. For details, see Discovery identifiers.
  • Upgrades to versions prior to Helsinki Patch 10 can take an excessive amount of time if the Discovery Log [discovery_log] or TCP Connection [cmdb_tcp] table contains a very large number of records. Upgrade performance issues occur when the sys_domain or sys_domain_path fields, used by domain separated systems, are added and populated in these tables. To improve performance, reduce the number of rows in the discovery_log and cmdb_tcp tables prior to upgrading to ensure they contain somewhat less than 1 million rows.
    Important: If you remove records from the TCP Connection [cmdb_tcp] table, be sure to run any required Discovery after the upgrade to repopulate the table.
HR Service Management The Helsinki release contains new items, including a new plugin and HR services. When you upgrade, you must reconcile your custom catalog items and categories with new ones provided in the release. For details, see Human Resources upgrade information.
GRC: Policy and Compliance Management In Helsinki Patch 7 and later releases, the GRC: UCF Import (com.snc.ucf_import_add_on) plugin was deprecated and replaced by the new GRC: Compliance UCF (com.sn_comp_ucf) plugin. See Policy and Compliance UCF upgrade instructions.
Note: If your GRC effective contract date is before December 1, 2016, you are entitled to a free UCF CCH account for the period of December 1, 2016 through November 30, 2018. For customers on Helsinki (Patch 7 and above), or Istanbul and whose effective GRC contract start dates start on Dec 1, 2016 or after, you need to arrange your own subscription if your organization plans on using Unified Controls Compliance as the provider of your controls library. For more information about establishing a UCF CCH account, see Unified Compliance.
Knowledge Management

Knowledge Management has changed with Knowledge v3, which is enabled by default for all instances. For migration information, see Knowledge Management v3 migration.

Some of the key differences between Legacy Knowledge and Knowledge v3 are:
  • Multiple knowledge bases (instead of one knowledge base)
  • Separate customizable workflows available for each knowledge base (instead of a single lifecycle shared by all articles)
  • Category structure that supports any number of levels (instead of a two-level organizational structure using Topic and Category)
  • Permissions defined per knowledge base and article, using user criteria (instead of per article, using roles and ACLs)

For additional upgrade considerations, see the links under Migrate.

MID Server
  • To ensure that your MID Servers can upgrade successfully, run a series of manual tests for free disk space, access to the download server, and file permissions on the MID Server host. For details, see Test the MID Server before an upgrade.
    Important: After all MID Servers have been upgraded to Geneva or higher, complete the post-upgrade steps listed in the Workaround section of KB0597396.
  • The MID Server application is downloadable from the ServiceNow service instance. The MID Server is upgraded automatically when you upgrade the instance. However, you can configure the version number to control MID Server upgrades. The MID Server is configured to check with the ServiceNow instance hourly to determine whether it needs to upgrade. This configurable behavior allows the MID Server to upgrade automatically when the instance upgrades.
  • In Helsinki, the MID Server can run SSH commands using either the J2SSH client or the proprietary ServiceNow® SNCSSH client. When you upgrade from Dublin or earlier, the MID Server property that controls the SSH client selection is not active in your upgraded instance, and the MID Server will use the J2SSH client by default. To enable the SNCSSH client, you must add the MID Server property and set it to true. Instances upgraded from Eureka or later have the SNCSSH client enabled by default, and no configuration is required. For details, see MID Server properties.
Performance Analytics Review Performance Analytics upgrade information for information about deprecated properties and the potential impact on your configuration from the migration to the new properties.
Reporting Upgrades from earlier versions of the platform must activate the Report Security plugin manually to avoid overwriting custom ACLs. For instruction about enabling this plugin either before or after the upgrade, see Reporting upgrade information.
Web Services After upgrading to Helsinki, ServiceNow does not support outbound connections to TLSv1-only endpoints.