||If you are upgrading from a release prior to Geneva, you
can choose to activate Change Management core, State Model, Standard change
catalog, and Mass updates CI plugins. After you activate the Change Management core plugin you must perform specific
tasks to ensure that change types and customizations are updated. For details, see
Migrate Change Management from releases prior to Geneva.
|Computer Telephony Integration (CTI)
The requirements for the sys_cti_rule parameter have changed. See the Computer telephony integration release notes for
In preparation for your upgrade to Istanbul, ensure that you
have a working CTI integration. Make and test the changes on an upgraded
non-production instance before using the feature in production. For
instructions, see KB0620953.
If you are currently using the legacy chat feature to provide help
desk support, close any open help desk chats before activating Connect Support. Legacy chat
and Connect Support cannot be used concurrently. When you activate Connect Support, the
system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to
Closed Complete. This ends any open help desk chats.
Review Dashboard upgrade
information about enabling responsive canvas, adjusting customized dashboard
layouts, and migrating permissions after an upgrade.
- The VMware - vCenter probe that discovered all vCenter objects in
previous releases is deprecated in the Istanbul release and replaced by multiple
probes. For details about the new probes and steps you need to take to protect your
customizations, see vCenter probe
- When you upgrade to Istanbul 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
Upgrades to versions prior to Istanbul Patch 5
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 and
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 or cmdb_tcp table 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
|Event Management and Service Analytics
During an upgrade to the Istanbul release, a script converts and
moves Event Management rules and events
for the release. Even though this script runs automatically, there are configuration tasks
you must complete after the upgrade. For more information, see Upgrade tasks for Event Management.
Important: If you are Geneva users with the financial_mgmt_admin,
financial_analyst, or financial_mgmt_user roles, then you cannot access the Cost
Transparency and Financial Planning application menus and modules after you upgrade to
Helsinki. Reassign the new roles to your users.
Financial Management is no longer dependent on IT DataMart or
uses IT DataMart. The DataMart Definitions have been upgraded to Financial Management
Segments in Istanbul. New segments required for cost model or budget model must henceforth
be created in Financial Management Segments.
|GRC: Policy and Compliance Management
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
If your GRC entitlement 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 entitlement date start on Dec 1, 2016 or after, you need to sign up for a UCF
account and customize your basic subscription to include API Access. For
more information about establishing a UCF CCH account, see Unified
|Human Resources (HR)
If you are an existing HRSM user on a release prior to Istanbul, you are using
the HRSM Non-Scoped app that is activated with the Human Resource Application:
Core plugin. After an upgrade to Istanbul, you can continue to use the HRSM
Important: If you use Workday Integration, the Human Resources Application: Workday
Integration plugin does not appear. To activate this plugin, consult your service manager.
Do not activate the Human Resources Scoped App: Workday Integration plugin.
If you want to migrate to using the new HRSM Scoped app from the HRSM
Non-Scoped app, consult your service manager. For Istanbul, there are two
versions of the HR Service Management application. See HR Service Management release notes for details.
Knowledge Management has changed with
Knowledge v3, which is enabled by default for all instances. For migration information, see
Knowledge Management v3
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.
For details on the following upgrade tasks, see MID Server upgrade to the Istanbul
- 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
After all MID Servers have been upgraded to Geneva or higher,
complete the post-upgrade steps listed in the Workaround
section of KB0597396
- This release introduces features such as application assignment and changes the way
various applications select MID Servers. For information on how the upgrade handles
defined capabilities, Discovery schedules, IP ranges you have configured, and default
MID Servers for Orchestration, see the reference above.
- In Istanbul, 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.
Upgrading from previous versions is automatic, and all events are
recorded in the upgrade logs (
- The existing On-Call plugin has been changed. When you upgrade, the plugin changes are
applied automatically (this action is not optional).
- The group device functionality is deprecated in favor of a Catch All
- On-call Scheduling replaces the existing business rules for escalations with escalations
based on Graphical Workflow.
- The workflow uses Notification Activities, so it sends emails and not SMS messages. It must
be modified to use Create Events activities to send SMS messages.
See Upgrade to on-call
scheduling for links to other
changes that you should be aware of as you as you transition to on-call
|Project Portfolio Suite with Financials
||When you upgrade to Istanbul release, some changes are made to the resource
plans. For details, see Project Portfolio Suite with Financials upgrade information.
||Report Charting v2 is automatically used, and Reporting v1 can no
longer be used after an instance is upgraded.
The Report Charting v2 plugin uses the Highcharts charting library to
generate reports on the client. This plugin generates all the reports in the ServiceNow report set.
Note: Scheduled reports, custom charts, and reports saved as
PDF are generated on the server using the Highcharts charting library. As a result, these
types of reports sometimes appear differently than reports generated on the client
||Changes in the underlying service catalog data model affect the way you
implement multiple service catalogs. These changes are automatic, but might impact
your instance if you have made customizations, such as changes to the data model.
For more information, see Upgrade to multiple service
For instances upgraded from earlier versions to Istanbul, Service Mapping uses a legacy algorithm to
choose a MID Server for a discovery
request. For instructions about configuring a MID Server in an upgraded instance, see
MID Server configuration for Service
Mapping in upgraded deployments and Configure a default MID Server for
Service Mapping for upgraded deployments.
To reduce upgrade time, if you have Qualys or a third-party integration
installed, delete all attachments on your integration data sources. You can find them by
navigating to Manage
Manage attachments for more
and searching by integration. See