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Pre- and post-upgrade tasks for various products

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Pre- and post-upgrade tasks for various products

In preparation for your upgrade, review the upgrade and migration tasks for various applications and features. Plan to complete these tasks, when applicable, before or after the upgrade is complete.

Prepare your instance for a smooth upgrade

Pre-upgrade tasks, upgrade, post-upgrade tasks

Some applications or features require that some tasks are completed before and after your upgrade to a new release version. In some cases, products migrations also require additional steps. Complete the upgrade tasks where necessary to prepare for an upgrade, and complete appropriate 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
Asset Management

If you have the ITSM Software Asset Management feature enabled using the existing Software Asset Management (com.snc.software_asset_management) plugin on a release prior to Kingston, you can continue to use the Software Asset Management plugin.

To migrate from the Software Asset Management (com.snc.software_asset_management) plugin to the Software Asset Management Foundation (com.snc.sams) plugin, consult your service manager.

Warning: If you upgrade to Software Asset Management Foundation plugin (com.snc.sams) from Software Asset Management plugin (com.snc.software_asset_management), you cannot revert back to Software Asset Management plugin (com.snc.software_asset_management).
Application Portfolio Management

Application Portfolio Management integrates with Service Mapping differently from what it was in Jakarta release. The application Instances tab has been removed and the application instances [apm_app_instance] table is no longer used to store application instances data. The application instances table is replaced with the Business Services [cmdb_ci_service] table (if Service Mapping is not installed) or the Discovered Business Service [cmdb_ci_discovered_service] table (if Service Mapping product is installed). Any data in the application instances table for service mapping integration must be migrated to the business service table. If you are upgrading to the Kingston release, then contact ServiceNow personnel for help with migrating the data.

Customer Service Management

Before you upgrade, please read the information in KB0640006.

Upgrading to Kingston from any previous release also requires an upgrade to OpenFrame version 1.0.2.

Data migration: To use the new dashboards for existing case records, you must perform a one-time data migration. The procedure populates the new Case Report table. Perform the procedure during off-hours. The process can take several hours, depending on data volume.
Note: The Case Report table includes three new calculated metrics: Agent Reassignment Count, First Contact Resolution, and Reopen Count, as described in Customer Service Manager dashboard. To add the Case Report column to the Cases list, navigate to Customer Service > Cases and add the Case Report field.
  1. Navigate to System Definition > Schedule Job.
  2. Open the CaseDataMigrationForCaseReports record and click Execute Now.
  3. When the process finishes, the instance generates a record in the syslog table with the Message column populated with the text "Case column migration completed".
Cloud Management

If you are upgrading to Kingston from a release prior to Jakarta with the cloud plugins (,, and orchestration.vmware) activated on your instance and you decide to activate, then the cloud plugins activated prior to Jakarta stop working. You must migrate all configurations, discovery schedules, and catalog items to the post-Jakarta Cloud Management plugin,

  • Upgrading Connection information: The JDBC connection [jdbc_connection] and JMS connection [orch_jms_ds] tables extend from the Connection [sys_connection] table. They move from the Orchestration run time plugin (com.snc.runbook_automation.runtime) to the Centralized Connection and Credential plugin (com.snc.core.automation.connection_credential). The upgrade process obtains JDBC and JMS connection information and creates corresponding connection aliases and assigns the alias to its corresponding connection.
  • Upgrading Credential tagging: The upgrade process migrates credential tags to credential aliases. All credential tags in the Credentials table have a corresponding credential alias, comprised of:
    • Name: alias name
    • Scope: global
    • ID: alias name
    The credential tag field type changes from string to GlideList in the Credential table and the credential alias field refers to the created alias records.

Review Dashboards upgrade information 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
  • Java is no longer included in the Edge Encryption proxy server distribution. The host machine installing or running the Edge Encryption proxy server must maintain a supported version of Java:
    • Java 8 update 121 (8u121)
    • Java 8 update 141 (8u141) and later
    Note: Java 8 update 131 (8u131) is not supported.

    Before installing the Edge Encryption proxy server, check that the $JAVA_HOME variable is pointing to a supported version of Java for each user that runs the proxy server. For example, if installing the proxy server as a local administrator on Windows, check that the $JAVA_HOME variable is pointing to the correct version of Java system-wide. If installing on Linux, check that each user that will run the proxy server has this variable correctly defined. If a supported version of Java is not found, the proxy server will not run.

  • If using AES 256-bit encryption, copy the Java Cryptography Extension (JCE) jurisdiction policy files into the system Java home directory of each Edge Encryption proxy server host. Add these files to the <Java-home-directory>/jre/lib/security folder before performing a scheduled or manual upgrade. To install the 256-bit encryption policy files, see Optionally enable AES 256-bit encryption.
Financial Management

The Financial Planning application is newly introduced in the Kingston release. If you are using the legacy Financial Planning and would like to upgrade to the new Financial Planning application, follow the upgrade instructions. The upgrade instructions do not apply to Project Portfolio Planning (Portfolio Budget Model) as it is automatically upgraded as part of the Kingston upgrade.

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.

If you are upgrading from a pre-Jakarta release and want 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 sub-accounts.
  • 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.

Project Portfolio Suite with Financials
  • After you upgrade the instance, the default value of the Retain start on constraint on tasks after adding relations property is now set to true and cannot be changed back to false. As a result, the upgraded instances that had the property set to false can experience a change in behavior of time constraint when a relation is added to a task. After relations are added to a task, the start date of the task is not affected.
  • A default flow formatter has been enabled in the Project form in the Kingston release. If you have configured flow formatter before upgrade to Kingston, you need to revisit the configuration. You can disable the stages either from the existing custom formatter or from the newly added formatter as needed.

Domain separation functionality is introduced for schedules.

Security Incident Response

Application administration is enabled for Security Incident Response by default. If you are upgrading from a version earlier than Jakarta, 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, but prior to configuring the Splunk - Incident Enrichment integration or any other integrations that support sighting search (for example, Elasticsearch, HPE ArcSight, McAfee ESM, and IBM QRadar), please contact ServiceNow Technical Support to manually activate the com.snc.core.automation.api plugin. The configuration will not function properly if this action is not taken.

Service Mapping
After you upgrade from the Jakarta release or earlier, complete the following tasks:
  • Make sure that discovery errors are categorized by rediscovering CIs that were discovered before the upgrade with errors. For details, see Categorize discovery errors after Service Mapping upgrade.
  • Make sure that discovery errors hidden before the upgrade do not reappear in business maps. To resolve these errors, rediscover all CIs using the All Applications schedule.
Service Catalog

Before upgrading, you should be aware of changes made to the underlying Service Catalog data model. These changes affect the way that 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 Portal
  • Announcements are active on new instances. To activate announcements after upgrade, activate the Service Portal Announcements plugin (com.glide.service-portal.announcements).
  • The Font Awesome library has been upgraded to version 4.7 and includes new icon names and syntax changes. If your Service Portal implementation includes custom use of the Font Awesome library, you may need to update icon names in your custom widgets. For more information, see the Font Awesome GitHub upgrade guide.
Software Asset Management
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 Kingston release, a default rate type named Standard is available through the Rate Type feature. This rate type is available only if the user's default time sheet policy has the Allow multiple rate types field selected.

  • UI11 is no longer available. Use UI15 or UI16 instead.
  • Pop-up forms are no longer available.
Vulnerability Response

For key information on upgrading to Kingston, see the Upgrade impact of reparenting change in the Kingston release [KB0680550] article in the HI Knowledge Base. For an FAQ on the impact of changes to existing instances see the Vulnerability Response: FAQ for Kingston Upgrade [KB0680543] article in the HI Knowledge Base.

During upgrade the Vulnerable Item table is reparented to improve performance. If you have large numbers of vulnerable items, the upgrade process may take additional time. No special handling is needed, however, you should stop any Vulnerability Response activities prior to upgrade and record your vulnerable item count. Once complete, verify that your pre- and post-upgrade vulnerable item counts match each other.

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 Manage attachments for more information.

When upgrading from a version prior to Kingston, the Vulnerable Items by Remediation Target Status report does not appear in the Vulnerability Response Overview and must be added manually.

Notable changes in Kingston

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

Now Platform® changes

Application or feature Details
  • Keyboard accessibility improvements:
    • Tabbing away from an incompletely filled reference field, clears the incomplete value.
    • The inline edit mode skip link provides users with different options for editing fields in a table. Pressing Enter allows the user to edit the field. Pressing the spacebar opens the field context menu. Pressing Escape exits inline edit mode.
    • Improvements to drag and drop functionality.
    • Tabbing in the application navigator moves the user through every option, including the Edit and Favorite icons. To skip the extra icon announcements, users can use the up and down arrow keys to move through the navigator.
  • Improvements for screen readers:
    • Updates to field labels to make screen readers more accurate.
    • Added labels to describe if fields are mandatory.
API Refer to the API release notesfor information on new scoped and global classes, as well as additional methods to existing classes.
Assessments and Surveys
  • Enhancements to the Survey Overview page:
    • All reports on the Survey Overview page will now have demo data.
    • The Surveys by State dashboard report is renamed as Surveys by Metric Type and State.
    • The Service Desk Technician dashboard report is renamed as Assignment group Customer Satisfaction 90 day average. This report displays question results from How satisfied are you with our overall service experience? (metric type = Service Desk Satisfaction Survey)
    • The Service Desk Survey 'Overall Experience' 30 Days dashboard report is renamed as Service Desk Survey 'Overall Experience' 60 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
    • The Service Desk Survey 'Timely Response' 30 Days dashboard report is renamed as Service Desk Survey 'Timely Response' 90 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
    • The Service Desk Survey 'First Call Resolve' 30 Days dashboard report is renamed as Service Desk Survey 'First Call Resolve' 60 Days.
    • The Service Desk Survey 'Tech Courteous' 30 Days dashboard report is renamed as Service Desk Survey 'Tech Courteous' 90 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
    • The Service Desk Survey 'Tech Competence' 30 Days dashboard report is renamed as Service Desk Survey 'Tech Competence' 60 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
  • Deletion of a metric: You cannot delete a metric for a metric type if there is at least one response for the metric.
  • Service Catalog dependency: It is removed for surveys and assessments.
  • Data type field: For a survey, assessment, or quiz, question types are sorted in an alphabetical order for the Data type field.
  • WCAG-A compliance: Survey and quiz designer are made more WCAG-A compliant.
Configuration Management (CMDB)
  • CI Class Manager: CI Class Manager delivers a new workflow and an intuitive user interface for creating CI classes, and updating identification and reconciliation rules. The new capability is intended to significantly improve the overall user experience and enhance user productivity. You can use the CI Class Manager to:
    • Create a new class (extend an existing class table), or update definitions of an existing class. An intuitive task flow lets you:
      • Provide basic class information.
      • Select the class attributes for creating identification rules.
      • Define hosting or containment rules to identify a dependent class.
      • Define reconciliation rules.
    • Display CI relationships for a specific class, as a diagram. You can separate containment and hosting relationships from other relationships in the diagram, and you can filter the relationships by inbound or outbound connections, and by specific relationship types.
    • Access and configure CMDB Health-related settings.
    • List all CIs for a class, and drill-down into each CI for further details and actions.
  • CMDB Query Builder:
    • Query results use the standard platform list view, which lets you sort or group results and create reports.
    • Query results use the standard platform Export function, which provides the full range of export format files.
    • You can load all query results, displaying up to 10,000 results.
  • Renamed components:
  • The following 25 tables are added, increasing the total number of CMDB tables to 689.
    Class Label Class Name
    ServiceNow Application cmdb_ci_appl_now_app
    ServiceNow Application Component cmdb_ci_appl_now_app_comp
    Tibco Adapter cmdb_ci_appl_tibco_adapter
    AWS Account cmdb_ci_aws_account
    Azure Subscription cmdb_ci_azure_subscription
    Business Application cmdb_ci_business_app
    Business Capability cmdb_ci_business_capability
    Cloud Monitor Alarm cmdb_ci_cloud_monitor_alarm
    Cloud Monitor Notification cmdb_ci_cloud_monitor_notification
    Cloud Topic cmdb_ci_cloud_topic
    Cloud DB Instance Inclusion cmdb_ci_endpoint_cloud_db_instance
    Manual Endpoint cmdb_ci_endpoint_manual
    epic agent cmdb_ci_epic_agent
    IBM zOS server cmdb_ci_ibm_zos_server
    Interconnect Instance cmdb_ci_interconnect_instance
    Manual CI Endpoint Qualifier cmdb_ci_qualifier_manual_ci_endpoint
    Dynamic Scaling Policy cmdb_ci_sa_dynamic_policy
    Server Array Launch Configuration cmdb_ci_sa_launch_config
    Scaling Policy cmdb_ci_sa_scaling_pol_base
    Virtual Server Array cmdb_ci_sa_server_array
    Simple Scaling Policy cmdb_ci_sa_simple_policy
    Storage Cluster cmdb_ci_storage_cluster
    Storage Cluster Node cmdb_ci_storage_cluster_node
    Storage Node Element cmdb_ci_storage_node_element
    Cisco UCS Rack Mount Unit cmdb_ci_ucs_rack_unit
Edge Encryption
  • Java distribution: Java is no longer included in the Edge Encryption proxy server distribution. The host machine installing or running the Edge Encryption proxy server must maintain a supported version of Java:
    • Java 8 update 121 (8u121)
    • Java 8 update 141 (8u141) and later
    Note: Java 8 update 131 (8u131) is not supported.
Embedded Help
  • Embedded help system properties: A module in the Embedded Help application provides access to embedded help system properties. The administrator no longer needs to search for applicable system properties in the System Properties [sys_properties] table.
  • html_sanitizer_config attribute: Available for the administrator to switch between the default sanitizer and the embedded help sanitizer. It can be applied to an HTML or HTML translated field. For a complete list of dictionary attributes and their descriptions, see Dictionary attributes.
  • Additional JavaScript API for transforms are available.
  • Enhancements to notifications
    • Notification form: Added the Allow digest field. If selected, this field opens the What Digest will contain tab for creating the email digest content for the notification.
    • User notification preferences: Added the Email Digest switch, which is displayed in the preferences for notifications that have an available email digest. When you apply or edit conditions for a notification, use this switch to enable the digest. Choose a digest interval that identifies the length of time that notifications are accumulated for the digest.
  • Email diagnostics: Updated the Email and Connection page, which provides rollover status on the diagnostic fields. A green check mark indicates that the item is operational or healthy, while the X icon indicates that the item is not operational or within the expected range.
  • Access to Notify conference call tables: The notify_view role provides read-only access to the Notify Conference Calls [notify_conference_call] table and the Notify Conference Call Participants [notify_participant] table. The itil role inherits the notify_view role when the Incident Alert Management and the Notify plugins are activated.
  • Notify conference call user identification: The Notify Conference Call Participants [notify_participant] table includes a reference to the sys_user table. The User column identifies the user associated with the phone number in the Number column.
Service Portal
  • Attachment size: The Service Portal honors the value of the com.glide.attachment.max_size system property. This property sets the maximum file attachment size in megabytes. If no value is defined, the maximum attachment size in the Service Portal is 24 megabytes.
  • E-signature and approvals: E-signature is enabled for approvals in Service Portal.
  • Login widget: The login widget instance options have been updated so that the Show Panel check box works as expected. If you have cleared the check box, you no longer see the panel behind the login widget, even if previously visible. The login widget also includes a new instance option.
  • Widget instance options: Widget instance options are grouped into Data, Presentation, and Behavior. New instance options that have not been associated with a group are automatically grouped as Other options. In addition, instance options display tooltips when a field has help text.
  • Unsaved record warning: You receive a warning when you navigate away from a form or list in which you have made changes.
  • TinyMCE HTML editor: The TinyMCE HTML editor in the Service Portal includes the ability to create links and directly paste images.
  • Change password widget: The new change password widget allows you to change your passwords.
System security
  • Encryption Support
    • Create an encrypted field configuration to encrypt the value of an existing String or URL field using the single or multiple encryption context methods.

      The Encrypted Field Configurations [sys_platform_encryption_configuration] table contains a record for each field encrypted with Encryption Support. With the security_admin role, use this table to monitor all fields in the instance that use Encryption Support. Fields that use Encryption Support may include:

      • New or existing Encrypted Text fields.

        On upgrade, encrypted field configuration records are created for all existing Encrypted Text fields. When a new Encrypted Text field is added, an encrypted field configuration record is created by default.

      • String and URL fields included in encrypted field configuration records.
    • Filtering and searching for equality is supported on encrypted fields.
    • When exporting encrypted fields in a list or form to a file format, only fields encrypted by an encryption context available to the current user appear in the exported document.
  • General security settings properties
    • In the System Properties [sys_properties] table, the default value for the glide.ui.attachment.force_download_all_mime_types property is true for new instances, false for upgraded instances.
    • In the System Properties [sys_properties] table, the default value for the property is true for new instances, false for upgraded instances.
  • Impersonation logs
    • Log impersonations of non-interactive sessions by setting the glide.sys.log_impersonation.non_interactive property to true.
    • Certain common impersonation tasks performed on behalf of the default users (system, soap.guest, and guest) are not logged, even if the glide.sys.log_impersonation.non_interactive property is true. Exclude additional users by setting the glide.sys.log_impersonation.non_interactive.exclusion property to a comma-separated list of user names.
  • ACL rule types
    • Processor access control list (ACL) rules, UI page ACL rules, and client-callable-script include ACL rules honor the STAR (*) rule if they cannot find a more specific ACL for those resources. For example, if you have a UI page named mysecretpage but do not define any ACL for this UI page, the STAR rule for the UI page processor is used for access check.
System upgrades
  • Shorter upgrade durations : The performance of the upgrade engine is enhanced, resulting in significantly shorter duration times for family-to-family upgrades. A family-to-family upgrade occurs when an instance moves from its current release version to another version in a different family (for example, upgrading from Jakarta Patch 6 to Kingston). The upgrade process is optimized for both patching and family-to-family upgrades starting in Kingston 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.
  • Activity stream:
    • View the number of activity stream entries at the top of the activity stream.
    • View the type of activity stream entry as well as the time stamp in the top corner of each entry.
  • Response time indicator: View more details for the response time indicator using the expand option.
  • Reference icon preview: Clicking a reference icon (Information icon that appears next to an item in a list) shows a preview with the option to open the record, regardless of whether you are viewing a form or a list in List v2 or List v3. This functionality provides greater consistency across the platform, as well as making the preview accessible to all users, including tablet users. There is no way to switch back to the previous functionality.
Web services
  • ODBC driver.

    Open database connectivity (ODBC) driver release 1.0.13 supports Windows 10 and Windows Server 2016.

    Release 1.0.13 includes support for Right Outer Join operations.

  • REST API security

    The following commonly used platform representational state transfer (REST) application programming interfaces (APIs) are affected by this change:

    • Table API
    • Attachment API
    • Import Set API
    • Aggregate API

    Each platform REST API has an associated REST_Endpoint access control list (ACL) that is deactivated by default, but can be activated on a per API basis. If the REST_Endpoint ACL is activated for a platform REST API, the snc_platform_rest_api_access role is required to call the API.

Application development changes

Application or feature Details
Contextual development
  • Application Administration:
    • If application administration is enabled for an application, only an application administrator of the target application can delegate developers to the application. If application administration is not enabled, an admin user can delegate developers.

      If you do not want the application administrator to have the admin role, the application administrator can make themselves a delegated developer. Once a delegated developer, the application administrator can perform a subset of administrative tasks without having the admin role, such as accessing files, managing ACLs and roles, and writing scripts.

    • To enable application administration, use the Application Administrator check box in the role record.
Delegated development
  • Manage developers: If application administration is enabled for an application, only an application administrator of the target application can delegate developers to the application. If application administration is not enabled, an admin user can delegate developers.

    If you do not want the application administrator to have the admin role, the application administrator can make themselves a delegated developer. Once a delegated developer, the application administrator can perform a subset of administrative tasks without having the admin role, such as accessing files, managing ACLs and roles, and writing scripts.

Business Management changes

Application or feature Details
Agile Development 2.0
  • The field Team has been renamed to Assignment Group.
  • There cannot be more than one sprint in the Current state. The state of all existing sprints in the Current state will not be changed. However, users cannot move new sprints into the Current state unless all the current sprints are completed or canceled.
Application Portfolio Management
  • Application Portfolio Management home: The look and feel of the Application Portfolio Management home page has been changed to help the enterprise architect (EA) view all APM modules and perform all tasks from a single portal.
  • Select the application owner for each business application record who can authenticate the record information. Each business application record has a mandatory IT application owner field. The application owner has an exclusive right to certify the data fields of the business application.
  • Auditing is enabled for the User base field. Whenever the field is updated, the update is recorded in the Activities field.
  • Name changes: Menu items and modules have been renamed, and menu items were rearranged to improve their usability.
  • Changed plugins: The Performance Analytics - Content Pack - Application Portfolio Management ( and Performance Analytics - Content Pack - Application Portfolio Management and Incident Management ( plugins have been merged with Application Portfolio Management (com.snc.apm) plugin.
  • Integration with Service Mapping: Application Portfolio Management integrates with Service Mapping by creating direct relationships through the CI relationship editor, and no longer integrates by creating application instances from a business application. The application instances tab has been removed and the business services table replaces the application instances table.
  • APM Guided Setup: Application Portfolio Management guided setup is updated with new categories and related tasks. The Capabilities, Applications & Business Services Inventory category helps you to relate the CMDB configuration items such as business capability, business application, business service, and finally link the software model to this relationship. The Data Certification and APM Jobs category lists the tasks and jobs that you can schedule and run as a system administrator to get the latest indicator scores. Technology Portfolio Management helps you track the threats that your business capabilities may face from risks involved in the underlying technologies of your business applications, and address them in a timely manner.
  • Technology risk score calculation: The risk on a software model is calculated using parameters such as external ageing risk, internal ageing risk, external stage risk, and internal stage risk. The risk of the business service is derived from the software model risk, as the business service is dependent on the underlying software models.
  • Suggested relationship between configuration items (CI): Use the suggested relationship type to relate two configuration items. The suggested relationship feature of CMDB not only helps to select the relationship type automatically but also ensures consistency in the relationship. The suggested relationship is established between capability and application AND between application and service.
  • Access all business applications in the organization and view them in read-only mode whether APM is activated or not. From the All Business Applications module in the application navigator, you can access the applications on logging in.
Financial Management
  • Module name changes:
    • Cost Transparency has been renamed to Financial Modeling.
    • Financial Reporting has been renamed to Financial Charging.
  • Financial Management plugin separation: The Financial Management plugin has been replaced with the following plugins:
    • Financial Planning
    • Default Cost Model
    • Financial Charging
    • Financial Management
  • Beginning with Kingston Patch 7, Financial Planning is only for Portfolio Planning.
Project Portfolio Suite with Financials
  • Project schedule: The Retain start on constraint on tasks after adding relation property is no longer accessible from project preferences. It is, however, available in System Properties and is set to True by default.
  • Microsoft Project import changes:
    • If you want to maintain your schedule in Microsoft Project and do not want to edit information such as creation of new tasks and date changes on the ServiceNow instance, import the changed Microsoft Project file to the instance. Prior to the Kingston release, you must first export to Microsoft Project and then reimport the Microsoft Project file to bring in changes. The reimport of a Microsoft Project file overwrites the project in the instance. Tasks and relations that were created in the instance but are not present in the Microsoft Project file are deleted.
    • Importing a project from Microsoft Project does not change the project schedule.
  • Update project actual dates: You can specify actual start date and actual end date without changing the project or task state. If the actual dates are specified, the project or task state is also updated when the record is saved.
  • Project cost plan changes: You can modify cost plan breakdowns even when they fall before the open forecast period. Prior to the Kingston release, cost plan breakdowns that fell before the open forecast period were not editable.
  • PPM preferences and settings: All PPM-specific preferences and settings have moved under the Project Administration module.
  • Form and related lists changes: The names, placement, and grouping of the fields in the following forms and related lists were changed to help you work seamlessly. For example, the financial components are grouped under Financials tab.
    • Project
    • Demand
    • Portfolio
    • Program
    • Resource
    • Benefit plan
    • Cost plan
    • Project status report
  • Navigation: You can now access planning console, project workbench, and project status reports from project workspace.
  • Program management:
    • The program start and end dates change if the underlying demands and projects fall outside the program date range, to allow the demands and projects to be part of the program.
    • The program status is updated from the Status field on the Project form instead of the Overall health field on Project status report.
Software Asset Management

Reclamation candidates have been renamed to removal candidates.

Customer Service Management changes

Application or feature Details
Customer Service Management
  • Targeted communications: Use dynamically evaluated criteria to determine the recipients for targeted communications.
  • Reporting and analytics: The information now includes a targeted dashboard for each of three distinct customer service functions: CS executive, CS manager, and CS agent. The Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization at a detail level that is most useful for an executive. The Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, Customer Satisfaction ratings, re-assignment rates, and several per-agent key performance indicators (KPIs). The Agent dashboard helps the agent to prioritize work and provides quick access to cases. The Agent dashboard also displays charts and summary data on metrics for the group.
  • Video content: Post a video as a standalone content type and edit it once posted.
  • Community profile: View a user's contributions, network, achievements, expertise, and events they are attending. Community administrators can edit the display settings on any community profile.
  • Additional navigation:
    • Toggle between the Content List and Activity Feed on the community homepage.
    • Filter by question to view solved, unsolved, and unreplied questions.
    • Navigate to all forums and all topics and other quick links from the Community menu on the homepage.

HR Service Delivery changes

Create an HR case
  • Follows a single flow that verifies the identity of an employee prior to creating or resolving an HR case.
  • The process was simplified to alleviate errors by first determining the eligibility of services available to the subject person.
  • The process is designed for first call resolution.
  • You can have multiple approval steps in a service activity without using a complex workflow.
  • There are multiple approval options like first to approve, any to approve, any to reject, and what to do upon a rejection.

Content type for Employee Service Center

To support the new content types and widget instances for the Employee Service Center, a script runs to map the previous versions to the new versions and a widget instance. Widget instances provide flexibility when creating and adding content.

There are new content types in Kingston that do not require mapping:

  • Banner
  • Email
Note: When upgrading from Istanbul, HR document templates have a new field. The Document type field helps to filter a list of document types so that HR Criteria can apply the necessary document based on the conditions of an employee. 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.

IT Operations Management changes

See Document Types .

Application or feature Details
Cloud Management
  • Cloud Solution Designer role (sn_cmp.cloud_solution_designer): Provides access to the cloud solution deployer.
  • Cloud Group Admin role (sn_cmp.cloud_group_admin): Grants admin access to any group that you belong to.
  • Load balancer discovery: Discover load balancers using patterns instead of probes. Patterns are active by default for both new installs and for upgrades.
  • Probe results cache: For new instances, the Probe results cache (glide.discovery.use_probe_results_cache) property is set to false by default. If you already set this value to true in an earlier release and you upgrade to this version, the value remains true.
  • VMWare vCenter Server Discovery: If ServiceNow® Software Asset Management is active on the instance, Discovery populates these tables:
    • VMWare License Key [samp_vmware_license_key]
    • VMWare License Key Usage [samp_vmware_license_key_usage]
  • NetApp storage discovery: The Discovery application supports native discovery of NetApp servers via REST without needing access to the SMI-S server.
  • Probe to pattern conversions: Several new patterns replace probes in this release.
Event Management
  • Service Analytics is named Alert aggregation and RCA.
  • Event Management overview module: Support for integration of the Event Management Overview module with Performance Analytics was added. The overview dashboards display widgets showing information from alerts. Among the many indicators are reports that show the state of current alerts, the CIs with the most alerts, and alert incidents by severity.
  • Event collection for SNMP traps: Support for event collection from SNMP traps v3.
  • Automated alert groups and CMDB alert groups: An identified root cause alert in automated alert groups and CMDB alert groups is automatically designated as the primary alert of the group.
  • CMDB alert groups: Root cause analysis (RCA) can be applied to CMDB alert groups to identify root cause alerts. This helps direct resources to the root cause of a problem. Root cause alerts are displayed in the alert console.
  • License usage : Display the nodes on which Event Management is licensed. This list is based on the number of nodes that can send events to the Now Platform directly or through a third-party monitoring tool during the last year. Previously, the license calculation was based on the number of alerts that were generated during the last year.
MID Server
  • Capability selection: The [capability name]:[value] combination appears in the choice list when you add a capability to a MID Server. An example would be Cloud Management:aws-us-west. This combination allows you to see all the capabilities that have different values, even if the capability name is the same.
  • Windows 2016 support: The MID Server is supported on Microsoft Windows 2016 32-bit and 64-bit operating systems.
Operational Intelligence
  • Operational Intelligence: Operational Metrics is named Operational Intelligence. The following components were also renamed:
    • The ITOM Metric Management plugin is named Operational Intelligence.
    • Operational Intelligence-related scheduled jobs are prefixed with 'Operational Intelligence'.
    • The MID Server Operational Metric extension is named MID Server Operational Intelligence.
    • Entries in the navigation bar and other related user interface captions refer to Operational Intelligence.
  • MID Server : Operational Intelligence MID Servers must be members in a MID Server distributed cluster. A MID Server distributed cluster facilitates communication between its MID Server members to effectively distribute the Operational Intelligence workload.
  • Efficiency and robustness of anomaly detection is enhanced.
  • Static upper and lower bounds: You can set static values to override the learned upper and lower bounds, and the upper and lower width values for specific metrics.
  • Anomaly alert promotion rule: You can create an alert promotion rule that is based on the alert's anomaly score.
  • Anomaly Map and Metric Explorer: Both the Anomaly Map and the Metric Explorer support CMDB groups for adding CIs to the map.
  • Amazon Web Services (AWS) connector and Microsoft Azure connector: The AWS CloudWatch and AzureConnector connectors are available with Operational Intelligence to support pulling metric data from Microsoft Azure and from Amazon Web Services (AWS).
Service Mapping
  • Termination type: This field is added to the Match operation type in the Pattern Designer. Use this field to define that the lack of match does not cause pattern failure and a discovery error.
  • The Planner: This feature is being deprecated and will be removed in the future release. The improved planning functionality is provided as an integral part of the new Service Mapping user interface.
  • Enhanced discovery algorithm: This algorithm provides a less error-prone discovery process.
  • Enhanced traffic-based horizontal discovery: Access to TCP connection data collected by enhanced traffic-based horizontal discovery performed by Discovery.
  • Noise reduction algorithm: This algorithm improves the traffic-based discovery.
  • Enhanced process identification: This improvement helps reduce the number of applications discovered as generic applications.

IT Service Management changes

Application or feature Details
Change Management
  • Risk choice list : Updated the Risk choice list in the Risk Conditions form to include High, Moderate, or Low, eliminating the Very High and None Risk values. If you upgrade, you are not affected by this change.
  • Copy Change UI Action : Moved the Copy Change UI action from change request form header to the context menu. The UI action is only available on new instances as the move is part of the Change Management Best Practices – Kingston plugin that is not activated on upgrades.
Service Catalog
  • Service Catalog properties: These properties have been organized into logical groups.
  • Roles for variables in reports: If variables have any roles defined, those roles will be honored while displaying the variables in reports. For example, if a variable with a read role is added to a list in a report, a user without that role cannot view the variable value when the report is opened.
  • Format of the delivery address: The format is uniform across different UIs such as Platform, Portal, and REST. Applicable even if the logged-in user has the role to change the Request for field.
  • Service Catalog homepages: The homepages are Web Content Accessibility Guidelines (WCAG-A) compliant. You can add categories using the keyboard and screen reader, without using the mouse device.
  • Workflow association in the catalog item form: When you associate a workflow in the catalog item form, only workflows associated with the Requested Item [sc_req_item] table are displayed.
  • Info pop-up of a reference field: Click the info icon of a reference field instead of pointing to it, to open the pop-up.
  • Navigation from a catalog form: The Catalog form displays a warning message when you navigate from a form that you have edited but not submitted.
Service Level Agreement
  • Advanced condition operators : Added the ability to use the advanced condition operators Changes, Change to, and Changes from in SLA definition reset conditions. This provides more flexibility to determine when an SLA should be marked complete or canceled and reduces the number of SLA definitions required to track service-level performance by assignment group.
  • SLA Properties : Updated the default value to false for the com.snc.sla.calculate_planned_end_time_after_breach property.
Service Portfolio Management
  • The Business Services application is now called the Service Portfolio application.
  • Business Service Catalog is now called Service Portfolio.
  • The Business Services module is now called the Services module.
Software Asset Management

Reclamation candidates have been renamed to removal candidates.

Performance Analytics and Reporting changes

Application or feature Details
  • Landing page: When you navigate to Self-Service > Dashboards, the Dashboards Overview page displays rather than the last visited dashboard.
  • Unloading dashboards to update sets simplified: Unload dashboards with all tabs and related portal pages in a single short task.
Performance Analytics
  • Naming:
    • Performance Analytics Premium is called Performance Analytics.
    • Performance Analytics for Incident Management is called Complimentary Performance Analytics for Incident Management.
    • Content Packs are called Out-of-the-box Performance Analytics Solutions.
  • License activation: System administrators can now activate the plugin for the licensed version of Performance Analytics. The specific plugin that you activate depends on the product area you have purchased a subscription for. For more information, see Performance Analytics: Getting Started in the Performance Analytics Community pages.
  • Targets and thresholds: Displayed when you export a scorecard to PDF.
  • You can set a default global threshold color: with the property
  • Additional properties: appear on the Performance Analytics properties page.
  • You can search in choice lists: on the indicator and breakdown wizards.
  • The scorecard REST API: returns the indicator Unit.
  • Spotlight:
    • Existing Spotlight records are now deleted from the Spotlight table when the Spotlight evaluation job runs. If you have upgraded ServiceNow, the records created under the earlier release are deleted when the Spotlight evaluation job first runs.
    • Data collection periods can be configured by an administrator. Collections are no longer limited to daily frequency.
  • Data source condition builder: This has the same structure as the Report Designer condition builder.
  • Performance: Removed unused and unnecessary fix scripts to increase performance and robustness of upgrades and zBoots.
  • Report Designer guided workflow: Added the ability to edit the configuration of imported external Excel data sources.
  • Datasets: When working with multiple datasets, you can rename the first dataset once you have added a second or third dataset to your report.
  • Individual reports: These are listed on the Your history tab in the left side menu.
  • Interactive analysis persistence: Group by, stack by, aggregation values, latest filter selection values, and order persist for each user.
  • Cascading filters: These retain the last elements selected on a dashboard.
  • Context menu: Removed the context menu from List report headers to enhance performance. The context menu is still available in platform lists.

Security Operations changes

Application or feature Details
Security Incident Response
  • Security Data Enrichment: The Security Data Enrichment related list in security incidents is hidden by default given that other related lists present the same information for security analysts.
  • Email Search Results: Results from an email search are summarized in a new Email Search Result record so you can easily compare counts.
Vulnerability Response
  • Tables installed with Vulnerability Response
    • Vulnerable Item [sn_vul_vulnerable_item]:
      • added a flag for impacted services
      • added new columns: ttr_applied_rule, ttr_status, ttr_target_date
  • Vulnerability Remediation: The following states for vulnerability group remediation have been renamed, along with new state transitions that are available as UI actions on vulnerability groups.
    Old state name New state name
    New Open
    Analysis Under Investigation
    Ignored Deferred
    Pending Confirmation Awaiting Implementation
    Pending Confirmation Resolved
    Note: Pending Confirmation was replaced with two states to more precisely show progress. It had represented both the case where a change had been requested, and the case where the vulnerability had been resolved and was pending a scanner result to confirm the fix.
    Upgrade impact of new state names:
    • Pending Confirmation is replaced with Awaiting Implementation.
    • Vulnerable items in a Resolved state reopen, if found as Open by the scanner, as items in the Pending Confirmation state previously did. Items in the Awaiting Implementation state do not reopen, if found as Open.
    • Any custom states remain as-is. There is no impact to custom states.
    • The Canceled substate was added.
    • Substates for the Closed state of vulnerable items and vulnerability groups have changed as follows:
      Old substate name New substate name
      False Positive Results Invalid
      Irrelevant Results Invalid

      Upgrade impact of substate change: All other substates for Closed are automatically replaced with new substates.

  • Change Requests: Change Requests issued from a Vulnerability Group include a reference to the Vulnerability Group that created the request instead of the list of Vulnerable Items in the group.
  • Qualys Vulnerability Integration changes include the following:
    • the last_update_by_qualys parameter was deprecated in favor of last_update _by_source.
    • the HostImportReportProcessor script include replaced both the Host Import and Host Detection List Import transform maps.

      Upgrade impact of this change: If changes have been made to the original transform maps, the script include must be edited to reflect those changes.

  • Architectural change for vulnerable items: Due to performance and scale considerations, vulnerable items no longer inherit from the Task table. Vulnerability groups handle all task functionality now..
    Upgrade impact of architectural change:
    • SLAs no longer function on vulnerable items. Remediation target rules allow you to define the remediation target date and monitor progress.
  • NVD data feed URLs have changed. Downloads may stall due to outdated URLs. If you encounter this situation, see KB0683326 for more information on correcting the issue.
Security Operations integrations
  • Sighting Search improvements: Integrations that support Sighting Search now provide default Sighting Search Configurations for the most common observable types, and raw results are returned and included in Sighting Search Details.

Service Management changes

Application or feature Details
Field Service Management
  • Central dispatch : You can now use Dynamic Scheduling while manually assigning tasks in Central Dispatch. This capability allows a dispatcher to adhere to existing business rules. Additionally, a dispatcher can configure Central Dispatch to visualize the Task SLA status while assigning and reviewing tasks.
  • Time recording : When recording time worked, field service agents can use multiple rate types on time cards.
  • Manager calendar : Managers can determine calendar visibility for team members and other users.
  • Planned Maintenance enhancements : You can create work orders in situations where work orders from the previous maintenance period have not been completed. You can activate or inactivate a maintenance schedule on the Maintenance Schedule form. You can properties to specify whether to reset the start time/meter for a work order based on the completion of the preceding work order or to keep the originally-calculated schedule.
  • Mobile interface offline support : Enables field service agents to access task lists, tasks, and related lists when no Internet connection is available. Information can be viewed only in the offline mode.
Planned Maintenance