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Upgrade tasks and notable changes by application or feature

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Upgrade tasks and notable changes by application or feature

Complete the upgrade tasks where necessary to prepare for the upgrade process. Before you upgrade, review the notable changes to applications and features in Jakarta. After an upgrade, complete applicable migration tasks after the upgrade to protect your data and customizations from changes to the system.

Upgrade and migration tasks

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 Migrating from Agile Development 1.0 to 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.
Note: When upgrading from Istanbul, HR document templates have a new field. The Document type field helps to filter a list of document templates that appear on the HR case form. HR criteria works with this field to further narrow the list of document templates you want available for an HR case. Because Istanbul did not have this field, you must create new or select an existing document type for your document templates.

See Document Types .

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 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 ( 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.

Warning: If you upgrade to Software Asset Management (com.snc.samp) from Software Asset Management plugin (com.snc.software_asset_management), you cannot revert back to Software Asset Management plugin (com.snc.software_asset_management).
Time Card

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.
Vulnerability Response

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 System Import Sets > Administration > Data Sources and searching by integration. See Add and manage attachments Manage attachments for more information.


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.

Notable changes in Jakarta

Before you upgrade, review the notable changes to applications and features in Jakarta.

Now Platform® changes

Application or feature Details
  • Keyboard accessibility improvements:
    • Tab order is consistent with expectations.
    • Button labeling.
    • Improved access to different UI elements.
    • Consistency for fields and UI elements that have hints (or tooltips).
    • Tab-through and arrow keys move items around in a slushbucket.
    • When focused on tabs, right and left arrow keys switch between tabs.
    • Arrows keys work within menus to navigate between entries.
  • Improvements for screen readers
    • Screen readers announce when a page reloads
    • Add alternative text to styles. For example, you can add alternative text to the VIP style icon so that screen readers can call it out.
    • In Connect, screen readers inform users when a member leaves a conversation, when a user is added or removed from a chat, and when uploads complete or fail.
    • Variable names have been added to list collector variables to ensure that each variable is unique. Screen readers would read the hard coded variable name more than once if a list collector was on a page more than once.
  • Color accessibility improvements
    • Enable accessibility in the system settings to switch any color-heavy graphics, such as charts or graphs, to use patterns in addition to colors.
  • Style accessibility
    • Improvements to alert color and font styles to make them more visible.
Automated Test Framework
  • Field added to transaction tables The recorded_at field in the sys_atf_result_item and sys_atf_transaction_mtom tables supports the ability to view transaction data for automated test results.
API Refer to the API release notesfor information on new scoped and global classes, as well as additional methods to existing classes.
  • fiscal_calendar_admin: role required to generate a fiscal calendar
  • fiscal_calendar_user: role required to view fiscal periods
  • Identification and Reconciliation
    • Identification simulation: A central location for automatically constructing a payload that is guaranteed to be complete and valid. You can then simulate the processing of that payload by the identification engine to test the results before actually submitting it for execution by the identification engine.
    • Identification engine logging: To help troubleshoot identification engine errors, debugging experience of the identification engine has been enhanced. Identification engine logging is integrated with Event Management and Discovery, so when identification errors are encountered, direct URLs to log details can be provided. URLs link to a user-friendly display of logging details generated by the identification engine and the service cache, grouped by Context IDs and run times. All logging is in the context of a specific payload and a specific run of the identification engine, and can be filtered by specific data source and specific time range.
    • Data source refreshness rules are now used to determine if a CI is stale per specific data source.
    • Identification and Reconciliation application to Import Sets. The CMDBTransformUtil API supports a data set with a mapping to reference fields in the CMDB. The CMDBTransformUtil API also supports source scripts in imported data sets.
  • CMDB Health:
    • Health inclusion rule and identification inclusion lists lets you filter and otherwise control the list of CIs that are included in the identification process.
    • CMDB Health dashboard supports health monitoring and aggregation for CMDB health groups. You can configure a separate set of scorecards thresholds for each CMDB group, per KPI or metric.
    • Relationship health in the CMDB dashboard provides the following reports:
      • Relations not compliant with suggested relations
      • Relations not compliant with containment rules
      • Relations not compliant with hosting rules
    • CI staleness rules are no longer shared with CI staleness identification by Identification and Reconciliation.
    • The property has been removed. Instead, a default staleness rule for the cmdb_ci class is included in the base system. See CMDB health KPIs and metrics for more details.
    • The audit health metric supports scripted audits. See Prepare a scripted audit for the compliance KPI for more information.
    • If an audit health test is associated with multiple remediation tasks, then the Task field on the CMDB Health Results form contains one of the tasks, and the Additional Tasks field contains the rest of the tasks.
    • Relationship conditions in an orphan rule have been enhanced. You can now specify that for a CI to be considered orphan, the CI either has no relationships or the CI does not have a set of specified relationships.
  • CMDB Query Builder:
    • The class hierarchy can be filtered to display only classes that can connect to the selected node on the canvas. For more information see Display Suggested Connections.
    • Search for a saved query can be based on specific details such as name, creator, query type, or any combination of these details. Search can also be based on a tag that the user added to the query. See CMDB Query Builder for more information.
    • Only a section of a query can be selected for running. See Run a partial CMDB query for more information.
  • The CI Metadata Editor is integrated into the CI Class Manager, providing a centralized location and easy access to identification related rules, reconciliation related rules, and metadata rules at the class level.
  • CMDB group supports encoded queries, in addition to saved queries.
  • Guided setups for CMDB Health, Identification and Reconciliation, and Creating CI class are included in the base system.
  • The following 110 tables are added, increasing the total number of CMDB tables to 664.
    Class Label Class Name
    agility process cmdb_ci_agility_process
    Apic Host cmdb_ci_apic_host
    Apic Tenant cmdb_ci_apic_tenant
    Application Network Profile cmdb_ci_app_network_profile
    Availability Set cmdb_ci_availability_set
    Availability Zone cmdb_ci_availability_zone
    AWS Datacenter cmdb_ci_aws_datacenter
    Azure Datacenter cmdb_ci_azure_datacenter
    Bridge Domain cmdb_ci_bridge_domain
    Bundled Resources cmdb_ci_bundled_resources
    Cisco Apic cmdb_ci_cisco_apic
    Cloud App Server cmdb_ci_cloud_appserver
    Cloud DataBase cmdb_ci_cloud_database
    Cloud Directory cmdb_ci_cloud_directory
    Cloud IP Address cmdb_ci_cloud_ip_address
    Cloud Key Pair cmdb_ci_cloud_key_pair
    Cloud LB IPAddress cmdb_ci_cloud_lb_ipaddress
    Cloud Load Balancer cmdb_ci_cloud_load_balancer
    Cloud Messaging Service cmdb_ci_cloud_messaging_service
    Cloud Public IP Address cmdb_ci_cloud_public_ipaddress
    Cloud Resource Base cmdb_ci_cloud_resource_base
    Cloud Storage Account cmdb_ci_cloud_storage_account
    Cloud WebServer cmdb_ci_cloud_webserver
    Compute Security Group cmdb_ci_compute_security_group
    Hardware Type cmdb_ci_compute_template
    Tracked Configuration file cmdb_ci_config_file_tracked
    Customer Gateway cmdb_ci_customer_gateway
    Customization Spec cmdb_ci_customization_spec
    Datastore cmdb_ci_datastore
    ACL EP cmdb_ci_endpoint_acl
    agility cmdb_ci_endpoint_agility
    Block EP cmdb_ci_endpoint_block
    Compute Security EP cmdb_ci_endpoint_comp_security
    Customer Gateway EP cmdb_ci_endpoint_cust_gateway
    epicd cmdb_ci_endpoint_epicd
    External Network EP cmdb_ci_endpoint_extnetwork
    RabbitMQ Queue Endpoint cmdb_ci_endpoint_inclusion_rabbitmq_queue
    Inter Connect Endpoint cmdb_ci_endpoint_inter_connect
    Internet Gateway EP cmdb_ci_endpoint_intgateway
    ISCSI EP cmdb_ci_endpoint_iscsi
    NAT EP cmdb_ci_endpoint_nat
    NFS EP cmdb_ci_endpoint_nfs
    Route Table EP cmdb_ci_endpoint_route_table
    Router EP cmdb_ci_endpoint_router
    SAP BO Servers Endpoint cmdb_ci_endpoint_sap_bo_srv
    StoreFront Components Endpoint cmdb_ci_endpoint_storefront_components
    Subnet EP cmdb_ci_endpoint_subnet
    VNIC EP cmdb_ci_endpoint_vnic
    Virtual Private Gateway EP cmdb_ci_endpoint_vpg
    epic cache cmdb_ci_epic_cache
    epicd app server cmdb_ci_epicd_app_server
    Host Cluster cmdb_ci_host_cluster
    Installed Bundles cmdb_ci_installed_bundles
    inter connect cmdb_ci_inter_connect
    Internet Gateway cmdb_ci_internet_gateway
    ISAM Server cmdb_ci_isam_server
    LB Backend Server cmdb_ci_lb_backend_server
    LB Cookie Stickiness Policy cmdb_ci_lb_ckstickinesspolicy
    LB Datacenter cmdb_ci_lb_datacenter
    Load Balancer Listener cmdb_ci_lb_listener
    Load Balancer Template cmdb_ci_lb_template
    LIF cmdb_ci_lif
    Logical Datacenter cmdb_ci_logical_datacenter
    Mirror Template cmdb_ci_mirror_template
    NAS Storage cmdb_ci_nas_storage
    NAT Gateway cmdb_ci_nat_gateway
    Netapp CDOT cmdb_ci_netapp_cdot
    Netapp Datacenter cmdb_ci_netapp_datacenter
    Netapp SVM cmdb_ci_netapp_svm
    Netapp Volume cmdb_ci_netapp_volume
    Cloud Network cmdb_ci_network
    Network ACL cmdb_ci_network_acl
    Network ACL Rule cmdb_ci_network_acl_rule
    Network Policy Group cmdb_ci_network_policy_group
    Network Template cmdb_ci_network_template
    Cloud Mgmt Network Interface cmdb_ci_nic
    Openstack Datacenter cmdb_ci_openstack_datacenter
    Image cmdb_ci_os_template
    Performance Template cmdb_ci_perf_template
    Port Group cmdb_ci_port_group
    Protection Template cmdb_ci_protection_template
    Qtree cmdb_ci_qtree
    Remote Backup Template cmdb_ci_remote_backup_template
    Resource Group cmdb_ci_resource_group
    Route cmdb_ci_route
    Route Table cmdb_ci_route_table
    Router cmdb_ci_router
    Routing Policy cmdb_ci_routing_policy
    Schedule Policy Template cmdb_ci_schedule_policy_template
    Compute Security Group Template cmdb_ci_security_grp_template
    Server Snapshot cmdb_ci_server_snapshot
    Snapshot Template cmdb_ci_snapshot_template
    SNAT IP Pool cmdb_ci_snat_ip_pool
    Storage Access Policy cmdb_ci_storage_access_policy
    Storage Container cmdb_ci_storage_container
    Storage Default Template cmdb_ci_storage_def_template
    Storage Efficiency Template cmdb_ci_storage_eff_template
    Storage Mapping cmdb_ci_storage_mapping
    Storage Node cmdb_ci_storage_node
    Storage Volume Snapshot cmdb_ci_storage_vol_snapshot
    Switch cmdb_ci_switch
    VMware Distributed Virtual Port Group cmdb_ci_vcenter_dv_port_group
    VMware Distributed Virtual Switch cmdb_ci_vcenter_dvs
    Virtual Desktop cmdb_ci_virtual_desktop
    Virtual Private Gateway cmdb_ci_virtual_pvt_gateway
    VM User Credentials cmdb_ci_vm_user_credentials
    VMware Network Adapter cmdb_ci_vmware_nic
    Volume Template cmdb_ci_volume_template
    VPN Connection cmdb_ci_vpn_connection
    VServer Peer cmdb_ci_vserver_peer
  • General Connect enhancements
  • Connect Support enhancements
    • When admins enable the property, all information messages are included in the chat activity including when a support agent or user leaves a chat conversation.
Dependency Views
  • glide.bsm.max_levels : This map property controls the size and density of a map. The maximum value for this property is increased to 49.
  • glide.bsm.show_virtual_node_children: This map property controls the density of a map when virtual nodes exist, affecting virtual grouping of nodes in a Dependency Views map.
  • Flow Dependencies: This dependency type returns all the server to server connections that were discovered using the Netflow collector.
  • Metric Explorer : The CIs list in the integrated Metric Explorer, is updated with the same new styling changes that were made in the Metric Explorer.
  • Business service node: A business service node on the map displays the CIs included in the business service.
Edge Encryption
HR Service Delivery
Note: When upgrading from Istanbul, HR document templates have a new field. The Document type field helps to filter a list of document templates that appear on the HR case form. HR criteria works with this field to further narrow the list of document templates you want available for an HR case. Because Istanbul did not have this field, you must create new or select an existing document type for your document templates.
Import and Export
  • JSON:
    • You can import JSON files.
    • You can export to JSON when using Export Sets.
    • You can export to JSON from a list.
    • There is limited support for importing child (nested) arrays within an array.
  • LDAP:
    • The Attributes field is visible by default on the LDAP Server form.
  • Export logging:
    • Provided detailed logging when imported data exceeds row size limits.
  • Excel:
    • You can control the wrapping behavior of exported Excel files using the property glide.export.excel.wrap_cells.
    • You can import numeric values greater than 10 million from Excel when the property glide.import.excel.enhanced_number_conversions is true.
  • String exports:
    • You can control how empty strings are treated during transformation using the property glide.impex.transformer.empty_value_nil.
  • Performance analytics on Android devices
  • Field service agent map - You can use My Map to view an agent's location and assigned tasks.
  • Field Services Agent Calendar - You can view the Agent Calendar to see assigned tasks by day, week, or month.
  • Enhancements to notification preferences
    • Notification form: Added the Category field. Notification categories identify and group related notifications. This field identifies the family of notifications to which the notification belongs. Admins can add new or update existing categories using the Notification Category [sys_notification_category] table.
    • Notification devices: Are called channels. Use the Create Channel option in the Notifications tab of the System Settings window to add or update email and SMS channels.
    • Personal subscriptions: Are renamed as personal notifications. All users can subscribe to notifications that interest them and are configured as subscribable. All users can also create preferences and conditions that determine how and when their personal notifications are delivered, or unsubscribe from them. To add personal notifications, use the Create Personal Notification option in the Notifications tab of the System Settings window.
  • Email Client Templates form: Includes the Content field for admins to add HTML or plain text for the template body.
  • Base system notifications: Added unsubscribe and notification preferences links.
  • Push notification retention: Added support for archiving and destroying push notifications that are no longer needed.
  • Connect notification settings: The Connect notification settings previously listed in the Notifications tab of the System Settings window are located in the Connect category on the Notifications tab.
  • Twilio account administration enhancements: Connect to and disconnect from a Twilio account and avoid overwriting the Twilio TwiML application. Prevent a ServiceNow instance from connecting to a Twilio account if the account is already configured on a different ServiceNow instance.
Platform Performance
  • Performance homepage : Features a fresh, updated interface and new functionality for investigating slowness in an instance. Includes data from the database and application tiers, and also custom ServiceNow metrics. The interface provides:
    • Zoom controls to expand each graph and view time series details
    • Aggregate summaries of time series graph data
    • Graph overlay capability to compare two different data sources within a single graph
    • Diagnostic event overlay on each graph that highlights performance anomalies
  • Session-level debugging: Added aggregate information of slow metric patterns (slow transactions, scripts, queries, events, and mutexes) to session-level output. Use the Debug Metric Statistics option to generate this aggregate information and determine what makes a page load slowly.
Platform Security
  • Contextual Security: Role Management V2: 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. The Contextual Security: Role Management Enhancements plugin is a previous version of this plugin installed with the Geneva release.
  • Access control rules in application administration apps: If no access control (ACL) rules for an application administration app are defined, global ACL rules can apply to the application administration app's configuration records.
Search Administration
Service Portal
  • Shopping cart enhancements: In the shopping cart widget, users now have more options for managing their cart items.
    • Clear the shopping cart of all items.
    • Add a saved bundle to an open cart, or override the existing items in the cart with the saved bundle.
  • List, form, and widget improvements:
    • Updated the TinyMCE from the platform UI to widgets that use the HTML field
    • Limit the number of approvals listed in the Approvals widget. The default number of approvals listed is 10, but administrators can increase or decrease the number using the widget instance options.
    • Added Service Catalog related items to a separate plugin called Service Portal - Service Catalog [com.glide.service-portal.service-catalog]. The plugin is activated with the Service Portal for Enterprise Management [com.glide.service-portal.esm] plugin.
  • Accessibility improvements: Improvements to accessibility were made throughout the platform in congruence with WCAG 2.0 A standards. Improvements made specifically to Service Portal are listed here.
    • High contrast theme: Changes the Service Portal ESM to be more accessible for users who have a hard time seeing low contrast colors.
    • Screen reader title: Use the Edit Container background option in the context menu for to add a title that screen readers read aloud.
  • server.update(): Sends URL query parameters to the server. Previously the call to server.update() was sending a null value so if users wrote a condition that checked the query parameters for server.update() first, the server would return a null value and simply move on to the next condition. Now that the server.update() parameter returns an actual value, the server might not move on to check the next condition.

    Users should change the order of which parameter the server checks first.

  • getCatalogItem scriptable API: The getCatalogItem(String itemID) method was changed to getCatalogItem(String itemID, boolean isOrdering), which includes the old method but calls the new method, passing false to the isOrdering parameter.

    The isOrdering parameter indicates whether the system does a Create Roles security check or a Write Roles security check on the variables for a Service Catalog item. By default, which is set to false, the system does a check on write roles. When users are first ordering an item or have it in their cart, the parameter checks the create roles. If users are not in the process of ordering, for example, if they were looking at a requested item to see the variables associated with that item, then the parameter checks the write roles.

    This change affects the SC catalog item widget, the order guide widget, and the shopping cart widget. Any users who have cloned those widgets or who have a widget that uses the $sp.getCatalogItem call should update their methods to the new method signature. If you choose not to update the method calls, the variables go through a write roles check.

System Update Sets
  • Preview update sets automatically : By default, the system automatically starts the preview process after retrieving an update set or changing the parent on a remote update set. To change this behavior , set the glide.update_set.auto_preview system property to false. In this case, you must start the preview process manually.
  • More precise time stamp for updated files: Determine the precise time the system updated a file in your update set by inspecting the Recorded At [sys_recorded_at] field on the Customer Update [sys_update_xml] or Versions [sys_update_version] tables. This field is a more precise time stamp of when the system updated or modified a file than the Updated On [sys_updated_on] field.
  • Back out update set terminology : The choices for resolving conflicts when backing out an update set have been re-named to more clearly describe their effects. The option previously labelled "Back Out" has been changed to "Decide to Use Previous." The option previously labelled "Use Current" has been changed to "Decide to Keep Current."
  • Warnings and confirmation dialogs: Added warnings and confirmation dialogs help prevent update-set scenarios that commonly lead to problems.
  • Update operations limited to one at a time: To provide stability and consistency, the system allows only one update operation at a time. Update operations include upgrading, retrieving an update set, previewing an update set, committing an update set, activating a plugin, Team Dev pushes, and Team Dev pulls.
System upgrades
  • Upgrade engine performance significantly enhanced: The performance of the upgrade engine is significantly enhanced, especially for in-family upgrades. In-family upgrades are those in which the name of the release has not changed but the version number has, such as for patches and hot fixes. For example, an upgrade from Istanbul Patch 1 to Istanbul Patch 2 is an in-family upgrade but from any Istanbul release to any Jakarta release is not. The upgrade engine is only optimized for in-family upgrades in Jakarta and later releases.
    Note: The performance improvement can be significant enough to cause concern that your upgrade may not have run properly. As always, test your upgrades, but do not assume that the upgrade was unsuccessful based just on the time it took to execute.
  • New dispositions on Upgrade History Log: The upgrade history log has more detailed information about the disposition of records processed by this upgrade.
  • Upgrade schedule information and action on Upgrade Monitor: When an upgrade is not in progress, the upgrade monitor displays the date and time when the system will next check for an available upgrade. You can manually trigger a check for an upgrade by clicking Check now.
  • Warnings to avoid problems with system upgrade checks: The upgrade monitor displays a warning if records affecting how the system checks for upgrades have been customized or are missing.
User interface (UI)
  • TinyMCE editor: The HTML field editor was updated with the following improvements.
    • Paste images, text, and formatted content all at once from Microsoft Word or Microsoft Excel into a form HTML field.
    • New icons.
    • Video support for flash animations (.swf), MPEG-4 Video (.mp4), and WebM Video (.webm)
  • Video attachments: MPEG-4 (.mp4) or WebM video (.webm) files attached to a form plays within the activity stream, rather than downloading directly to the file system. MPEG-4 (.mp4) files uploaded in the Safari browser still download as usual instead of playing directly in the browser.
  • Reference icon preview: When list v3 is enabled, all reference icons (Information icon that appears next to an item in a list) on lists and forms show a preview with the option to the open the record, regardless of whether list v3 or list v2 is in use.
  • List v3 updates:
    • Enhancements to the group by option in a table
    • Live lists and live related lists are enabled by default. Disable live lists by navigating to System Properties > List v3 and clearing the Enables real-time record updates on List v3 check box. Disable live related lists by searching for the live related lists property [glide.ui.list_v3.enable_live_related_lists], then change the value to False. For more information on this functionality, see KB0635884.
  • Navigate directly to a table: In the application navigator, append any valid table name with .config to navigate directly to the view of the table. For example, typing incident.config opens the incident table configuration view. Typing .CONFIG opens the view of a table in a new tab or window.
  • Name-Value pairs : new field type that enables you to map text values.
  • Accessibility improvements: Improvements to accessibility were made throughout the platform in congruence with WCAG 2.0 A standards. Improvements made specifically to the UI are listed here.
    • Error messages appear in a message at the top of a form screen rather than in a browser pop-up window.
    • The Contrast UI theme included with previous versions was renamed to Black and White to make way for the accessibility-related Contrast UI theme.
Visual Task Boards
  • View any task board in a list: On the Information tab of any task board, use the View List button in the information tab of the task board tools.
    Note: The freeform board list view only shows cards made by the board and no other tasks that might be added manually.
  • Accessibility improvements: Improvements to accessibility were made throughout the platform in congruence with WCAG 2.0 A standards. Improvements made specifically to visual task boards are listed here.
    • When tabbing through a task board, use the View Tasks as a List skip link to view all the cards in a task board in the list view.
Web Services
  • REST APIs read replica support:
    • The Table, Aggregate, and Attachment APIs support the sysparm_query_category parameter. This parameter is equivalent to the existing sysparm_read_replica_category parameter.
    • You can get the value of the sysparm_query_category or sysparm_read_replica_category parameters in a Scripted REST API using the getRequestedQueryCategory() method.
  • WS-Security:
  • REST API Explorer:
    • You can no longer send REST requests as a different user from the REST API explorer. To send a REST request using different credentials, use a script such as the provided scripts from the REST API explorer.
  • SOAP:
  • RESTResponseV2 and SOAPResponseV2 APIs:
    • The RESTResponseV2 and SOAPResponseV2 APIs provides the getAllHeaders() function to return all headers contained in the response, including duplicate headers.
  • Outbound REST Message error handling:
    • The HTTP status of the response is 0 instead of 500 when you run a test outbound REST message and no response is returned by the target server.
    • The fields Error Code and Error Message now appear on the Rest Message Test Runs table. These fields display relevant information if there was an error when testing an outbound REST message.
  • Scripted SOAP web services:
  • LDAP:
  • Workflow Welcome page : The Workflow Welcome page lists the published and checked-out workflows as well as links to further help. In this release, it does not include an RSS feed or embedded video.

    If you customized the workflow welcome page before upgrading, the system continues to display your customized version. You can update the workflow welcome page to the Jakarta version by editing the UI page record .

  • Workflow stages column with List v3: In the "workflow stage" column of a v3 list, Tab navigates to the next column, Shift + Tab to the previous column, and Enter displays the choice list. This behavior is consistent with the behavior for other columns in List v3.
  • Workflow conditions property : The If condition matches field of the Workflow Version record has a new option, Run if no other workflows matched. This option replaces the deprecated option, Run if no other workflows matched yet (deprecated). Workflows previously using Run if no other workflows matched yet are automatically updated to Run if no other workflows matched yet (deprecated) and retain their original behavior. The new set of options is designed to make it clearer what each option does.

Application Development changes

Application or feature Details
Delegated Development
  • Manage developers: Added the Manage Developers module so administrators can add or remove developers without opening Studio.
  • Developer permissions: Updated the list of available developer permissions.

Business Management changes

Application or feature Details
Agile Development

The following changes are implemented as part of Agile Development 2.0 plugin and are not applicable to the Agile Development plugin.

  • Plugin: Agile Development (com.snc.sdlc.scrum.pp) plugin can no longer be activated independently to enable Agile Development. However, the plugin is activated as part of the Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) plugin.

    All new customers (new customers in Jakarta release, or the customers who have never activated the Agile Development plugin) must activate the Agile Development 2.0 plugin. Existing customers should evaluate upgrade information before applying the new plugin.

  • Product field: The Product field on the Theme and Epic forms is optional.
Time Card
  • Time cards for project tasks: The field Generate time cards for top task only on Project form is deprecated. The level at which the time cards for a project can be created is determined by the field Allow time card reporting on.
  • Roll up of actual effort on a project: The time card property Update the task’s ‘Actual effort’ based on the hours entered in the time card is replaced by the field Update actual effort from time card in Preferences tab on the project form.

    If the field Update actual effort from time card is set to Yes on a project record, the Actual effort for the project is updated using the totals for the time worked from the approved time cards reported against the project and its tasks.

  • Update actual hours and cost in resource plan: The Actual Hours and Actual Cost on a resource plan are updated when the associated time cards are approved and if the time sheet policy Update actual hours and cost in resource plan is set to true.
  • The property Default hourly rate used when processing time cards if we can't get a rate from labor rate cards (in system currency) (com.snc.time_card.default_rate) is no longer accessible from time card properties. The property can be set from System Properties.
Project Portfolio Suite with Financials
  • Project Management:
    • Project Status Portal replaces My Gantt. It provides enhanced functionality over the My Gantt feature.
    • The field Update actual effort from time card in Preferences tab on the project form replaces the time card property Update the task’s ‘Actual effort’ based on the hours entered in the time card in Time Card application. If the field Update actual effort from time card is set to Yes on a project record, the Actual effort for the project is updated using the totals for the time worked from the approved time cards reported against the project and its tasks.
  • Demand Management: The Expected Start label is renamed to Start date.
  • Resource Management:
    • The Average Daily FTE Hours property is renamed to Average Daily FTE Hours/Hours Per Person Day.
    • The Actual Hours and Actual Cost on a resource plan are updated when the associated time cards are approved and if the time sheet policy Update actual hours and cost in resource plan is set to true.

IT Operations Management changes

Application or feature Details
  • New patterns for the Jakarta release: The functionality in several probes and sensors are now available in patterns.
  • Load balancers: Discovery uses patterns to find several load balancer by default (for new Jakarta installs).

  • Software Asset Management: When the Software Asset Management plugin is active, the Applications [cmdb_ci_appl] table references the installed software record in the Software Installations [cmdb_sam_sw_install] table.

  • Storage volumes: The name, size and object ID of vdisks for storage volumes are populated in the Storage Volume [cmdb_ci_storage_volume] table.
  • VMware vCenter data model: The VMware vCenter data model includes new tables and relationships.
  • AWS and Azure clouds: The way that Discovery finds resources in AWS and Azure clouds relies on the configuration of service accounts and MID Server in the cloud. You can track the results of cloud discovery with new logs: the Cloud API Trail and the Cloud Orchestration Trail.
    Note: You can continue using legacy discovery schedules for Azure and AWS. You should disable these legacy Discovery schedules if you want to use the new discovery schedules available on the service account records.
Event Management
Base system content - connectors and listeners
The base system connectors plus their versions, that are provided with the Event Management application, are listed. A listing of the provided listeners is also presented.
MID Server
  • MID Server business rules: The following business rules were renamed for MID Server resource threshold alerting and now evaluate CPU and memory usage for threshold breaches at specified intervals:
    • Update mean on MID Server Status: In previous versions, this business rule ran on the ECC Agent Scalar Metric [ecc_agent_scalar_metric] table when CPU data was inserted and calculated the average value of the trailing 24 hours of CPU usage. In the Jakarta release, this business rule is renamed to Update cpu mean on MID Server Status and has additional functionality. When a record is inserted in the ECC Agent Scalar Metric [ecc_agent_scalar_metric] table, this business rule triggers a script include that evaluates threshold settings to determine if the MID Server has breached its configured CPU resource thresholds.
    • Update MID Server Status table: In previous versions, this business rule ran on the ECC Agent Memory Metrics [ecc_agent_memory_metric] table when CPU data was inserted and calculated the average value of the trailing 24 hours of memory usage. In the Jakarta release, this business rule is renamed to Update max memory on MID Server Status and has additional functionality. When a record is inserted in the ECC Agent Memory Metrics [ecc_agent_memory_metric] table, this business rule triggers a script include that evaluates threshold settings to determine if the MID Server has breached its configured memory resource thresholds.
  • UI Performance: page loading and page refreshes show better performance when authoring orchestration workflows.
Service Mapping

IT Service Management changes

Application or feature Details
Change Management
  • Impacted CI's/Services: associates all configuration items listed in the Affected CIs related list on a change request with the Affected by Task related list on the configuration item record. Previously, only the CI identified in the Configuration Item field was related.
  • CI's Affected by Task: associates the CIs or services listed in the Impacted Services/CIs related list on a change request with the Impacted by Task related list on the configuration item record.
  • CI's Impacted by Task: associates CIs listed in the Impacted CI’s/Services related list on a change request or service with the CI in question on the Impacted by Task related list.
Password Reset
Service Catalog
  • Copy behavior of a catalog item : When you perform the Copy UI action on a catalog item, all the associated variables, Catalog UI Policies, Catalog Client Scripts, and Catalog Data Lookups are copied along with the catalog item.

    When using the Language Internationalization plugins, if you perform the copy action in English, a copy of the catalog item is made for English. If you perform the copy action in a language other than English, a copy of the catalog item is made for that language and for English.

    Previously, when you copied a catalog item, any other records in the platform that had a reference to the catalog item were also copied. For example, when you copied a catalog item, any product model associated with the catalog item was also copied.

    In Jakarta, such platform associations are not copied along with a catalog item unless specified. Under the Service Catalog properties, use the Relationship tables which should be part of Copy Item action. Table Name should be comma separated. property to specify the table names of associations that should be copied. Use a comma-separated list with no spaces between the values.

  • Behavior of the g_form.clearValue() API: If the g_form.clearValue() API changes a variable value in the Catalog form, this API invokes the onChange scripts for that variable. For example, if the g_form.clearValue(‘text1’) clears the value of a Single Line Text variable, text1, then this API invokes the onChange scripts for text1 to change the value from ‘abc’ to ‘’. The g_form.clearValue() API also works on variable editors.
  • Service Catalog is 508 and WCAG A compliant.
Software Asset Management plugin
  • The Software Asset Management plugin feature of Asset Management must be activated by ServiceNow personnel.

    For the Software Asset Management (com.snc.software_asset_management) plugin feature of Asset Management, see Software Asset Management plugin.

Performance Analytics Reporting changes

Application or feature Details
Performance Analytics
  • You can use the Insert and Stay with Relations UI action on a breakdown to copy the breakdown and all associated breakdown mappings, breakdown relations, and breakdown exclusions.
  • You can run data collection jobs manually from the list. With this functionality you can start multiple collection jobs in a single action or start a single job using the right-click context menu.
  • View targets and thresholds associated with the indicator with the Targets and Thresholds related lists that appear on the Indicator form.
  • When you define a target, single-score widgets appear color coded.
  • The property applies to the list of scorecards, score widgets that display a trend line, and workbench process widgets.
  • Depending on your selected widget visualization, certain fields on the Widget form are mandatory.
  • You cannot create reports on the pa_snapshots table.
  • Score values appear as a table below widgets when accessibility is enabled.
  • Benchmarking:
    • The indicator Benchmarking indicator field controls if the indicator is used for benchmarking.
    • Indicators configured for use with benchmarking are not editable.
  • The Custom Charts plugin is deprecated.
  • The Chart Color field retains its value when the groupby or stackby field values are changed and when switching between chart types in Report Designer.
  • Multiple datasets are available to all users. Previously Performance Analytics Premium was required.
  • When using Insert and Stay, color rules are not copied to the new report.
  • Multilevel pivot report improvements:
    • Options added for displaying row and column lines.
    • Added automatic collapsing and expanding of rows.
    • Enhancement fixes for columns headers.
    • Enhancements to PDF export and scheduled export.
    • Improved word wrapping.
  • Color coding added to single score reports.
  • Changed the configuration of the report_security plugin to default on upgrades. Users who upgrade no longer have to contact security to install this plugin.
  • Improved the loading of the table list.
  • Fixed warning messages in the zboot console log.
  • Improved default color list for multiple datasets.
  • Enabled dot walking on the Aggregation field for Average and Sum aggregation.
  • List functions now available on the Report list
  • The [report_view] table is no longer populated with new entries. The Report Stats list enables you to view how often each of your reports is run and how long it takes for the reports to run. For more information, see Report statistics.

Security Operations changes

Application or feature Details
Security Incident Response
  • Security incident observables:

    Observables associated with a security incident are stored in a table, which:

    • Improves support for incidents with many observables
    • Enables correlation with other security incidents
    • Provides a way to select and perform local searches using a related list

    Observables are in a related list and can be added individually from this list or using the Add Multiple Observables related link.

  • Embedded and related lists for security incidents: Several embedded lists have been changed to related lists in Security Incident. You can select and view different groupings of related lists on security incident from a set of Related Links.
  • Malware results related lists: Displays report results from integrations that provide threat intelligence lookups.
  • Label change: Business Criticality has been changed to Business Impact.

Service Management changes

Application or feature Details
Customer Service Management
Field Service Management
HR Service Delivery
  • Define and store multiple e-signatures in a document. An example is when an offer letter is sent to a new hire that requires a signature from the new hire and the HR agent.
  • Parse fields (for PDFs that enable parsing) to enable mapping of data from tables.
  • Auto-generate documents or require an HR agent to review a document before generating and sending it.