Phase 7 - Upgrade the production instance

After you have upgraded your development, non-production, and test instances, upgrade your production instance last. Then validate that the upgrade was complete, apply update sets and fix scripts, and perform post-upgrade user acceptance testing (UAT).

  1. 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.
  2. 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.
  3. Monitor the upgrade to your instance and validate that the upgrade to your production instance is complete.
    There are several methods of verifying that your upgrade is complete:
    • Navigate to the System Diagnostics > Upgrade Monitor.
    • Navigate to System Diagnostics > Upgrade Log and locate the Notifying HI that upgrade has been completed message.
    • Navigate to System Definition > System Upgrades. Information about all system upgrades is listed.
    • Navigate to System Diagnostics > Upgrade History and search for the most recent upgrade.
  4. Apply any update sets and post-upgrade fix scripts that you have.
  5. Validate and test your instance by conducting user acceptance testing (UAT).