Notable changes in Jakarta

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.

Notable changes to applications and features

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.

Change Management If you are upgrading from a release prior to Geneva, you can choose to activate Change Management core, State Model, Standard change catalog, and Mass updates CI plugins. After you activate the Change Management core plugin you must perform specific tasks to ensure that change types and customizations are updated. For details, see Migrate Change Management from releases prior to Geneva.
Computer Telephony Integration (CTI)

The requirements for the sys_cti_rule parameter have changed. See the Computer telephony integration release notes for details.

In preparation for your upgrade to Istanbul, ensure that you have a working CTI integration. Make and test the changes on an upgraded non-production instance before using the feature in production. For instructions, see KB0620953.

CMDB

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.

Connect If you are currently using the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support. Legacy chat and Connect Support cannot be used concurrently. When you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats.
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.

Dashboards

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

Dashboards

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

Discovery
  • The VMware - vCenter probe that discovered all vCenter objects in previous releases is deprecated in the Istanbul release and replaced by multiple probes. For details about the new probes and steps you need to take to protect your customizations, see vCenter probe upgrade.
  • When you upgrade to Istanbul from a pre-Geneva release, you can still use the legacy identifiers provided with your instance or switch to the new CMDB identifiers by setting a system property. It is important to note that if Service Mapping is active on your instance, the CMDB identifiers are always used regardless of the property value. For details, see Discovery identifiers.
  • Upgrades to versions prior to Istanbul Patch 5 can take an excessive amount of time if the Discovery Log [discovery_log] or TCP Connection [cmdb_tcp] table contains a very large number of records. Upgrade performance issues occur when the sys_domain and sys_domain_path fields, used by domain separated systems, are added and populated in these tables. To improve performance, reduce the number of rows in the discovery_log or cmdb_tcp table prior to upgrading to ensure they contain somewhat less than 1 million rows.
    Important: If you remove records from the TCP Connection [cmdb_tcp] table, be sure to run any required Discovery after the upgrade to repopulate the table.
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.
Event Management and Service Analytics During an upgrade to the Istanbul release, a script converts and moves Event Management rules and events for the release. Even though this script runs automatically, there are configuration tasks you must complete after the upgrade. For more information, see Upgrade tasks for Event Management.
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.

GRC: Policy and Compliance Management
The GRC: UCF Import (com.snc.ucf_import_add_on) plugin was deprecated and replaced by the new GRC: Compliance UCF (com.sn_comp_ucf) plugin. See Policy and Compliance UCF upgrade instructions.
Note: If your GRC entitlement date is before December 1, 2016, you are entitled to a free UCF CCH account for the period of December 1, 2016 through November 30, 2018. For customers on Helsinki (Patch 7 and above), or Istanbul and whose effective GRC entitlement date start on Dec 1, 2016 or after, you need to sign up for a UCF CCH account and customize your basic subscription to include API Access. For more information about establishing a UCF CCH account, see Unified Compliance.
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.

Some of the key differences between Legacy Knowledge and Knowledge v3 are:
  • Multiple knowledge bases (instead of one knowledge base)
  • Separate customizable workflows available for each knowledge base (instead of a single lifecycle shared by all articles)
  • Category structure that supports any number of levels (instead of a two-level organizational structure using Topic and Category)
  • Permissions defined per knowledge base and article, using user criteria (instead of per article, using roles and ACLs)

For additional upgrade considerations, see the links under Migrate.

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.
Notifications

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.

On-Call Scheduling
Upgrading from previous versions is automatic, and all events are recorded in the upgrade logs (System Diagnostics > Upgrade History).
  • The existing On-Call plugin has been changed. When you upgrade, the plugin changes are applied automatically (this action is not optional).
  • The group device functionality is deprecated in favor of a Catch All person.
  • On-call Scheduling replaces the existing business rules for escalations with escalations based on Graphical Workflow.
  • The workflow uses Notification Activities, so it sends emails and not SMS messages. It must be modified to use Create Events activities to send SMS messages.

See Upgrade to on-call scheduling for links to other changes that you should be aware of as you as you transition to on-call scheduling.

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.

Project Portfolio Suite with Financials When you upgrade to Istanbul release, some changes are made to the resource plans. For details, see Project Portfolio Suite with Financials upgrade information.
Reporting

Report Charting v2 is automatically used, and Reporting v1 can no longer be used after an instance is upgraded.

The Report Charting v2 plugin uses the Highcharts charting library to generate reports on the client. This plugin generates all the reports in the ServiceNow report set.

Note: Scheduled reports, custom charts, and reports saved as PDF are generated on the server using the Highcharts charting library. As a result, these types of reports sometimes appear differently than reports generated on the client side.
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

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 Changes in the underlying service catalog data model affect the way you implement multiple service catalogs. These changes are automatic, but might impact your instance if you have made customizations, such as changes to the data model. For more information, see Upgrade to multiple service catalogs.
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.

Service Mapping For instances upgraded from earlier versions to Istanbul, Service Mapping uses a legacy algorithm to choose a MID Server for a discovery request. For instructions about configuring a MID Server in an upgraded instance, see MID Server configuration for Service Mapping in upgraded deployments and Configure a default MID Server for Service Mapping for upgraded deployments.
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.
Workflow

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.