Notable changes in Helsinki

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.

Notable changes to applications and features

Application or feature Details
Change Management

If you upgraded from a release prior to Geneva, you must update old state labels to new state labels after you activate the Change Management state model.

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.
Discovery
  • The cmdb_ci_san_disk.wwn table is deprecated: The World Wide Node (WWN) information contained in the cmdb_ci_san_disk.wwn table did not support the discovery of multiple ports related to a single WWN on the storage server. A new table called Fibre Channel Target [cmdb_fc_target] replaces the cmdb_ci_san_disk.wwn table and supports multi-path connections with these new fields:
    • WWNN
    • WWPN
    • FC Disk
  • SNMP GETBULK probe parameter: A new parameter enables the use of SNMP GETBULK requests to retrieve large amounts of tabular data from SNMP devices instead of using multiple SNMP GETNEXT requests.
  • Auto-generated process classifiers deprecated: Automatically generated process classifiers for application dependency mapping are deprecated. The system properties that controlled the creation of these classifiers, glide.discovery.auto_adm and glide.discovery.adm.map_local_connection, are no longer available for new or upgraded instances on the Geneva release.
Domain Separation migration to Domain Paths

The Helsinki upgrade migrates all Domain Separated customers to Domain Paths if they are not already running Domain Paths. Two deprecated Domain query methods still exist: Domain Spooling and Domain Numbers. All customers will be moved to the current domain query method, Domain Paths.

To ensure a smooth upgrade, validate the current domain hierarchy before upgrading and fix any inconsistencies that the validation detects.

If a current Domain Separation customer, your upgrade may run slightly longer than normal, but should be complete in one day or less. If your instance has very large tables or extensive customization, the upgrade may require some troubleshooting. Start the Helsinki testing process in your non-production instance as soon as possible.

For more information, see the Helsinki upgrade taking a long time [Domain Separation] HI KB article and the Platform security release notes.

Email configuration Starting from the Geneva release, the email accounts plugin is active. Email administrators need to set up their organization's POP3, SMTP, or IMAP accounts through the Email Account form, rather than email properties. Existing properties for accounts are migrated to email accounts during the upgrade to Geneva. For details, see Email setup.
Event Management During an upgrade to the Geneva release, a script converts and moves Event Management rules and events for the release. Even though this script runs automatically, there are additional upgrade tasks that you may need to complete after the upgrade. In addition, the following actions are also affected in Geneva:
  • Import rules and events
  • Review imported rules for Event Management
  • Create a manual service
  • Import a business service as a manual service
  • Update manual service relationships
For details, see Upgrade tasks for Event Management
Field Service Management Mobile The plugin (com.snc.work_management_m) automatically installs or upgrades the Field Service and Mobile UI plugins.
Governance, Risk, and Compliance (GRC)
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.
Human Resources
  • In Geneva, the Human Resources Service Management Service Management: Employee Change plugin was merged into the Human Resources Service Management Service Management: Core plugin.
  • After the upgrade to Geneva, employee change catalog items and workflows will be installed in your instance, even if you did not activate the Employee Change plugin in Fuji.
  • The [hr_change] table is merged with the [hr_case] table. All HR cases and changes are placed in the [hr_case] table and the [hr_change] table is removed. Any customizations you made to either table are applied to the [hr_case] table.
  • The HR Catalog has been upgraded with a number of new HR catalog items.
  • HR Portal is a new module in the Self-Service menu.
  • Geneva introduces updated and new HR templates.
  • Only active Assignment Rules are preserved during a Fuji-Geneva upgrade. For details, see Human Resources upgrade information.
JavaScript Debugger The JavaScript debugger is no longer available as a debugging tool because of problems with breakpoints, data inconsistencies, and scope protections.
JavaScript engine update

The JavaScript engine used to evaluate scripts has been upgraded to support the ECMAScript5 standard.

There are no plugins or properties needed to install the new JavaScript engine, and all Helsinki instances use the new JavaScript engine. The new JavaScript engine is part of the platform; and Express, MID Server, and Edge Encryption use the new JavaScript engine.

The benefits include the following.
  • You can use modern library code, such as lodash.js and moment.js.
  • Your script will follow standard ECMAScript5 behavior.

The new JavaScript engine is based upon Rhino version 1.7 R5. For more information, refer to JavaScript engine upgrade.

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.

Legacy custom Discovery identifiers Custom identifiers created in releases prior to Geneva must be converted to CMDB identifier rules after an upgrade to Geneva to use the new unified framework. When you upgrade to Geneva, your scheduled discoveries can continue to use the identifiers they were configured to use, including any custom identifiers you have created. You can use the CMDB identifiers provided with the Geneva release for new Discoveries or continue to use the legacy identifiers.
Import and export

The Sybase and DB2 JDBC drivers are no longer included by default with the MID Server, starting with the Geneva release. If you use the Sybase or DB2 JDBC drivers to access a remote database, you must install the appropriate driver .jar file to a MID Server. See Setting up JDBC with Sybase and DB2 drivers and Add the Sybase and DB2 driver options.

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.
  • MID Servers that exist prior to upgrading to Geneva are automatically validated to avoid interrupting automation tasks that such servers may be performing.
  • 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.property.ssh.use_snc 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.
OAuth email authentication OAuth 2.0 support is available starting with the Geneva release.
  • The OAuth implementation supports IMAP and SMTP accounts only.
  • POP3 is not supported.
  • OAuth 1.0 is no longer supported.
You must activate the Email - OAuth support for IMAP and SMTP plugin to use OAuth with email. If you upgrade to Geneva or later and are already using OAuth 1.0, activate the plugin again.
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 .
REST Table API version differences Versions v1 and v2 of the Table API are available. Version v2 is available starting with the Geneva release. For details, see KB0551763.
Service Catalog In Geneva, the Service Catalog UI changed from UI11 to UI15.
Service Level Management
  • The Planned end time field is the Breach time on the Task SLA form in Geneva and later releases.
  • The following SLA Engine properties have been removed in Helsinki:
    • com.snc.sla.schedule.source
    • com.snc.sla.timezone.source
    • com.snc.sla.retroactive_pause
  • If you are on the 2010 SLA engine, you cannot view the Retroactive pause field.
  • The SLA properties you can view are based on the SLA engine that you are using.

    For example, if you are on the 2011 SLA engine, then you can view only SLA 2011 properties. You cannot view SLA 2010 properties such as Compatibility Breach.

ServiceWatch, Service Mapping In the Fuji release, ServiceWatch version 3.6 is a stand-alone product with its own infrastructure including a database, a collector component, the credentials store, and a user interface. In Geneva, the functionality of ServiceWatch is provided by the combined functionality of Event Management, Discovery, and Service Mapping.
User interface For upgraded instances, administrators may need to activate UI16, the User Guide plugin, and/or the Checklist plugin. For details, see the User interface release notes.

Changes to activities, identifiers, and tables

Type Product Details
Orchestration activities (deprecated) Deprecated activities for Exchange, Active Directory, and PowerShell. Orchestration activity packs for Exchange, Active Directory, and PowerShell replace activities by the same name available in releases prior to Geneva. If you have a workflow created in a previous version that uses these deprecated activities, your workflow will continue to work normally after upgrading to Geneva.
Reactivate a deprecated activity Orchestration activities that were converted to activity packs in the Geneva release are deprecated for upgraded instances but can be reactivated for use in new workflows.
Run SCP activity This activity is deprecated in the Geneva release and is not available for use in new workflows. If you have a workflow created in a previous version that uses this activity, your workflow will continue to work normally after upgrading. The custom Secure Copy activity replaces the Run SCP activity in the Geneva release.
Discovery identifiers In the Geneva release, identifiers for new and existing discoveries are completely replaced for new ServiceNow instances with CMDB identifiers from the CMDB Identification and Reconciliation framework. Instances without Service Mapping that are upgraded to Geneva can still use the legacy identifiers for existing and new Discoveries. Both identifier versions are available in these instances, but only the legacy identifiers are used.
Planned tasks Planned Task_v2 plugin If the Planned Task_v2 (com.snc.planned_taskv2) plugin is active when, the system adds the Task column to the Planned Task [planned_task] table. The Task column is of type Composite Field, and stores the Short Description and Number of the task. During the upgrade, the system updates all records in the Planned Task table to add a value for this column. Expect to see a new date in the Updated column for each task in the system.