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.

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
Application or feature Details
Agile Development

Installing Agile Development 2.0 replaces the existing Agile Development, if already installed. Review Agile Development upgrade information before activating Agile Development 2.0.

Calendars and schedules

Starting with the Jakarta release, the Fiscal calendar is a platform feature and is no longer dependent on Financial Management.


CMDB content undergoes table per partition table flattening during upgrade. This change does not have a performance impact and is transparent to users. Customers with a large CMDB table may experience a longer upgrade duration. See KB0635006.

Customer Service Management

Upgrading an instance brings back demo data for the Customer Service Management Demo Data plugin (com.snc.customerservice.demo) even if the demo data was previously deleted. For more information, see KB0634950.


Review for information about responsive canvas and dashboard versions of homepages.

Discovery Discovery identifiers were replaced in the Geneva release, but some systems that were upgraded from pre-Geneva versions to Jakarta might still be using legacy identifiers. A system property allows these customers to switch to the CMDB identifiers. It is important to note that if Service Mapping is active on your instance, the CMDB identifiers are always used, regardless of how this property is configured.
Edge Encryption

Because the Edge Encryption proxy server requires at least 4 GB of memory, 32-bit JREs and 32-bit operating systems are no longer supported starting with the Jakarta release. Review the Edge Encryption system requirements and limitations to ensure an optimal environment for your implementation.

When upgrading the Edge Encryption proxy server to the Jakarta release, use the new command-line upgrade commands.
Financial Management

Financial Management is no longer dependent on its use of 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.

HR Service Delivery

HR data migration is recommended when you are upgrading from the global version of HR to the scoped version. The Istanbul release introduced the scoped version of HRSM. The scoped version prevents users outside of HR from accessing HR data.

Customers already on the scoped version of HR do not need to migrate their data.
ITSM Guided Setup

A new plugin that provides a new, process-centric version of guided setup is introduced in this release. The ITSM Guided Setup plugin (com.snc.guided_setup_metadata.itsm) is active by default for new customers. Upgrading customers can activate the plugin to view the new version of guided setup.

One or both versions appear as modules in the navigation pane or as links on the System Administration homepage. They appear as ITSM Guided Setup or ITSM Guided Setup (Old). ITSM Guided Setup (Old) takes you to the guided setup created in the Helsinki and Istanbul releases. The administrator can hide the version that you do not want to use.
Note: The plugin name, ITSM Guided Setup, is the same for both old and new versions, but the plugin ID is different.
Knowledge Management

Review the content in the community page for Knowledge upgrade best practices at All things Upgrade considered on Knowledge v2 to v3.

MID Server
  • To understand how the IP range auto-assignment feature affects IP ranges defined in version prior to Jakarta, see View automation status sets and IP range assignments.
  • Customers who use network service providers must request specific SNMP access to use MID Server IP range auto-assignment. See Required SNMP OIDs for MID Server IP range auto-assignment.
  • In Jakarta, 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.

To enable randomized watermarks in email notifications for upgraded instances, activate the Random Watermark Support (com.glide.email.random_watermark) plugin. This plugin includes system properties for managing a watermark transition period, during which the system recognizes both randomized watermarks and non-randomized watermarks in emails created before upgrading. For details, see Notifications upgrade information.

Notify If the Legacy Notify plugin (com.snc.notifynow) is activated on the instance:
  • The Legacy Notify plugin and the Notify plugin (com.snc.notify) can coexist and work independently because they use different tables, properties, and API namespaces. You must also use two different Twilio accounts for both plugins to work.
  • The Legacy Notify plugin and the Notify plugin (com.snc.notify) can be simultaneously instantiated on the same instance. However, the applications must be configured with different Twilio accounts or subaccounts.
  • Notify account setup can be configured for a single number within an account (Legacy Notify) or for multiple numbers (Notify).
  • Conference call flow is hard-coded in Legacy Notify. Notify uses a workflow-driven conference call approach.
  • Legacy Notify and Notify use independent properties and schemas.
  • Legacy Notify modules are moved to the Notify menu in the application navigator.
  • Notify includes the notifynow_admin user role.
  • Updates the Category field for all workflow activity to display Legacy Notify rather than NotifyNow.
If the Incident Alert Management plugin (com.snc.iam) is activated on the instance:
  • And Notify is activated for the first time, the appropriate scripts are installed for Notify integration.
  • And Legacy Notify has been previously configured with Incident Alert Management and the Notify plugin is activated, Incident Alert Management continues to use Legacy Notify properties.
  • To switch to the Notify plugin, configure the Twilio account and upgrade the Incident Alert Management plugin.

If the On-Call Scheduling plugin (com.snc.on_call_rotation) is activated on the instance, the appropriate files related to On-Call Scheduling and Notify are installed.

Platform Security

The Contextual Security: Role Management V2 plugin prevents duplicate entries caused by inherited roles in the User Roles [sys_user_has_role] table. This plugin is automatically installed on new instances starting with the Jakarta release and can be activated for upgrades. If upgrading to Jakarta from a previous release, you can manually upgrade to Contextual Security: Role Management V2.

Search administration
To enable scoring knowledge documents by inverse term frequency, regenerate the index for the knowledge table.
Note: Regenerating an index may take a while to complete depending on table size and other factors. You may notice performance degradation or incomplete search results while the system regenerates the index.
Security Incident Response

Application administration is enabled for Security Incident Response by default. Before upgrading, verify whether you have added custom tables to Security Incident Response. If so, and your custom tables rely on global ACLs, you may need to recreate those global ACLs in the Security Incident Response scope after the upgrade. If you added custom roles or custom ACLs, retest them after the upgrade and ensure the assignable by attribute on the roles is set correctly to allow access to application administration.

After you upgrade, modify any custom integrations that write or read Security Incident observables to use the Observables table and the new m2m with Security Incident. The Context field in the m2m table defines the relationship of the observable to the security incident for Observable Types, such as IP (Source or Destination) and URL (Referrer).

Service Catalog

Before upgrading, you should be aware of changes made to the underlying service catalog data model. These changes affect that way you implement multiple service catalogs. For details, see Upgrade to multiple service catalogs.

If you are upgrading from a version prior to the Fuji release, see Migrate cart layouts.

Software Asset Management

If you are using the existing Software Asset Management plugin feature (com.snc.software_asset_management) on a release prior to Jakarta, you are using a feature of the Asset Management application. After upgrading to Jakarta, you can continue to use the Software Asset Management plugin feature.

To migrate to the Software Asset Management application (com.snc.samp), consult your service manager.

Time Cards

When you upgrade to the Jakarta release, some changes are made to the time cards. For details, see Time Card upgrade information.

Upgrades Under certain conditions, a family upgrade to Jakarta can take an extremely long time. For those conditions, see KB0623275.

The table cleaner for workflow context records is enabled by default. In previous releases, the default setting was disabled to improve performance, which is unnecessary in this release. If you prefer the table cleaner to not run, you can disable it manually.