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.
|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.
To use the new dashboards for existing case records, you must
perform a one-time data migration. The procedure populates the new Case
table. Perform the procedure during off-hours. The process can take
several hours, depending on data volume.
The Case Report
includes three new calculated metrics: Agent Reassignment Count, First Contact Resolution,
and Reopen Count, as described in Customer Service Manager
. To add the
column to the Cases
and add the Case Report
- Navigate to
- Open the CaseDataMigrationForCaseReports record and click
- When the process finishes, the instance generates a record in the syslog table with
the Message column populated with the text "
If you are upgrading to Kingston
from a release prior to Jakarta with the cloud plugins (com.snc.azure,
com.snc.aws, and orchestration.vmware) activated on your instance and you decide to activate
com.snc.cloud.mgmt, then the cloud plugins activated prior to Jakarta stop working. You must
migrate all configurations, discovery
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:
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.
- Name: alias name
- Scope: global
- ID: alias name
Dashboards upgrade information
for information about
and dashboard versions of
identifiers were replaced in the Geneva
release, but some systems that were upgraded from pre-Geneva versions to Jakarta
might still be using legacy identifiers. A system property allows these customers
to switch to the CMDB identifiers. It is important to note that if Service Mapping
is active on your instance, the CMDB identifiers are always used, regardless of
how this property is configured.
- 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
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
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.
A new plugin that provides a new, process-centric version of guided
setup is introduced in this release. The ITSM Guided Setup plugin
(com.snc.guided_setup_metadata.itsm) is active by default for new customers. Upgrading
customers can activate the plugin to view the new version of guided setup.
One or both versions appear as modules in the navigation pane or as
links on the System Administration homepage. They appear as ITSM Guided
or ITSM Guided Setup (Old)
Guided Setup (Old)
takes you to the guided setup created in the Helsinki and
Istanbul releases. The administrator can hide the version that you do not want to use.
Note: The plugin name, ITSM Guided Setup, is the same for both old and new versions, but
the plugin ID is different.
If you are upgrading from a pre-Jakarta release and want to enable
in email notifications for upgraded
instances, activate the Random Watermark Support plugin (com.glide.email.random_watermark).
This plugin includes system properties for managing a watermark transition period, during
which the system recognizes both randomized watermarks and non-randomized watermarks in
emails created before upgrading. For details, see Notifications upgrade
||If the Legacy Notify plugin (com.snc.notifynow) is activated on the
- The Legacy Notify plugin and the Notify plugin (com.snc.notify) can coexist
and work independently because they use different tables, properties, and API
namespaces. You must also use two different Twilio accounts for both plugins
- The Legacy Notify plugin and the Notify plugin (com.snc.notify) can be
simultaneously instantiated on the same instance. However, the applications
must be configured with different Twilio accounts or 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
- Notify includes the notifynow_admin user role.
- Updates the Category field for all workflow activity
to display Legacy Notify rather than
If the Incident Alert Management plugin (com.snc.iam) is activated on the
- And Notify is activated for the first time, the appropriate scripts are
installed for Notify integration.
- And Legacy Notify has been previously configured with Incident Alert
Management and the Notify plugin is activated, Incident Alert Management
continues to use Legacy Notify properties.
- To switch to the Notify plugin, configure the Twilio account and upgrade
the Incident Alert Management plugin.
If the On-Call Scheduling plugin (com.snc.on_call_rotation) is
activated on the instance, the appropriate files related to On-Call Scheduling
and Notify are installed.
|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.
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
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
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
If you are upgrading from a version prior to the Fuji release, see Migrate cart layouts.
- 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.
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.
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. See KB0639978 for more information. 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 Manage attachments for more
and searching by integration. See