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
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
and dashboard versions of
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.
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 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
Customers already on the scoped version of HR do not need to migrate their
|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
or ITSM Guided Setup (Old)
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.
Review the content in the community page for Knowledge upgrade
best practices at All things Upgrade considered on Knowledge v2 to
- 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
- 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
||If the Legacy Notify plugin (com.snc.notifynow) is activated on the
- 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
- 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
- Notify includes the notifynow_admin user role.
- Updates the Category field for all workflow activity
to display Legacy Notify rather than
If the Incident Alert Management plugin (com.snc.iam) is activated on the
- 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.
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.
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
|Security Incident Response
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).
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
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
To migrate to the Software Asset Management application
(com.snc.samp), consult your service manager.
When you upgrade to the Jakarta
release, some changes are made to the time cards. For details, see Time Card upgrade information.
||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.