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Troubleshooting and other upgrade resources

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Troubleshooting and other upgrade resources

Use this information to troubleshoot post-upgrade issues and learn more about other aspects of ServiceNow's upgrade process.

Evaluate log data

Performance and operating information is available in the system logs, which offer an excellent source of information for evaluating the inner workings of a ServiceNow instance. Use this information to help resolve as many errors as possible. To access the log data, navigate to System Logs > System Log > Errors.

Note: Not all errors in the error log are results of your upgrade. Error messages are often present in pre-upgrade instances, and many of these messages do not affect users or performance.

Upgrade duration

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.

Other resources