Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in HI

Check the configuration of the Upgrade scheduled job to view how often and when it runs. Then, schedule your upgrade in HI.

About this task

Your upgrades are orchestrated out of your instance, not HI.

HI keeps records of what version you should be running, and your instance periodically queries HI to check its assigned version. When you designate a time for your upgrade, your instance begins the upgrade at that time. For example:
Action Result
You schedule an upgrade to Istanbul Patch 1 to take place on June 10 at 3:00pm. HI changes its records to reflect that you should be on Istanbul Patch 1 on June 10 at 3:00pm.
HI waits to get pinged by your instance after the scheduled time on June 10. Your instance continues to operate on its current release version, and it periodically pings HI.
After the scheduled time on June 10, HI receives a ping from your instance. HI tells your instance that it should be on Istanbul Patch 1.
Your instance receives HI's notification that it should be running a different version. Your instance starts the upgrade.

When you schedule an upgrade, you may also need to request an entitlement. Entitlements for new releases are granted in batches to ensure a high-quality upgrade experience. These entitlement phases also ensure that there are enough ServiceNow resources to assist customers who are upgrading to a limited-availability release. Refer to the How to manage entitlements and scheduled upgrades [KB0541128] article in the HI Knowledge Base for details.

You must also check the configuration of the Upgrade and Check Upgrade Script sys_triggers, which are essential to making sure your instance upgrades to the correct target version.
sys_trigger Function
Upgrade
  • Queries HI to ask whether an upgrade is going to happen in a given time interval, which is determined by the configuration for the Upgrade scheduled job.
  • Asks whether the instance should be running a different version. If so, the distribution for that version is downloaded, and your instance upgrades to the target version.
Check Upgrade Script
  • Runs after the distribution has been upgraded.
  • Performs the database upgrade.

Procedure

  1. Check the configuration of the Upgrade scheduled job to view how often and when it runs.
    1. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
    2. In the list, find the Upgrade scheduled job.
    3. View the Next action column to determine when the job next runs.
  2. Verify that the Upgrade sys_trigger is set properly for upgrading.
    1. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
    2. Find and click the Upgrade scheduled job.
    3. Make sure that the Trigger type is set to Interval.
    4. Make sure that the System ID is set to None.
  3. Verify that the Check Upgrade Script sys_trigger is set properly for upgrading.
    1. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
    2. Find and click the Check Upgrade Script scheduled job.
    3. Make sure that the Trigger type is set to Run at System Startup.
  4. Schedule the upgrade in HI.
    1. Log in to HI.
    2. Click Version Management Dashboard.
    3. [Partners only] In the search box at the top of the dashboard, specify a company.
    4. In the Instance column, locate the instance that you want to upgrade or patch.
    5. In the Upgrade Available column for the instance you want to upgrade or patch, click the down arrow to view the versions to which you can upgrade or patch that instance.
      If Up to Date appears in this column, no upgrades or patches are available.
    6. In the Actions column, click Schedule.
      If the version does not require an entitlement, this screen appears:
    7. Specify a time for the upgrade or patch to take place.
      • To start the upgrade or patch when the Upgrade scheduled job runs next, select Right now.
      • To start the upgrade or patch at a specific date and type, click the calendar icon next to the Other time field. Then specify a date and time for the upgrade or patch. Enter the time in the 24-hour format. For example, if you want to specify 5:00 PM, enter 17:00).
      Note: Setting the time for an upgrade or patch is important. Set the upgrade or patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting allows enough time for the upgrade or patch request to update HI's records about which release version your instance should be on before the Upgrade scheduled job runs.
    8. Click Schedule.
      A confirmation message appears. If you do not need an entitlement, the change request number for your upgrade or patch is included. Click the change request number to view the request.
  5. If applicable, request a version entitlement.
    1. In the Actions column, click Schedule.
      If the version does require an entitlement, this screen appears:
    2. Click the calendar icon and specify a date and time at least three days in the future.

      ServiceNow entitlement managers respond to your entitlement request within three days.

      Note: Setting the time for an upgrade or patch is important. Set the upgrade or patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting allows enough time for the upgrade or patch request to update HI's records about which release version your instance should be on before the Upgrade scheduled job runs.
    3. Click Schedule.
      A confirmation message appears. If you need an entitlement, the entitlement request number is included. Click the entitlement request number to view the request.
    4. If you have any questions about your entitlement, comment on your entitlement request after you have submitted it.