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Upgrade and migration tasks by application or feature

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Upgrade and migration tasks by application or feature

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.

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
Application or feature Details
Asset Management
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).
Automated Test Framework
Note: Tests can be promoted to production instances, but the test execution property is disabled to prevent them from running on a production system. Run tests only on development, test, and other non-production instances. See Enable or disable executing Automated Test Framework tests
Cloud Management

If you are upgrading to the current release, from a release prior to Jakarta with the cloud plugins (,, and orchestration.vmware) activated on your instance and you decide to activate the Cloud Management plugin (, then the cloud plugins activated prior to Jakarta may not work correctly. Do not use the cloud plugins (,, and orchestration.vmware) because they are deprecated. You must migrate all configurations, discovery schedules, and catalog items to the post-Jakarta Cloud Management plugin (

Configuration Compliance
Customer Service Management

Create field-level ACL rules for some of the fields on the Contact (customer_contact) table. For details, see KB0724239.

  • Responsive dashboards are enabled by default on new instances. On upgrading instances, responsive canvas must be enabled by an administrator.
Edge Encryption

When you upgrade from previous releases, you may encounter an issue during Edge Encryption proxy server upgrades because the proxy has not yet been upgraded to handle newly introduced request and response codes.

During the proxy upgrade, a message like the following may appear in the proxy logs:
2018-05-25 09:48:44,758 WARN  Unexpected response code 555 from the ServiceNow instance "". Will try again in 5 seconds.
2018-05-25 09:48:44,784 ERROR Update stats received error code : 555 : ServiceNow instance is currently being upgraded
2018-05-25 09:48:49,862 WARN  Unexpected response code 555 from the ServiceNow instance "". Will try again in 5 seconds.

The solution is to restart the proxy and then retry the proxy upgrade.

Event Management

The upgrade process moves your instance to a new ServiceNow release version. Upgrading and patching your instance requires planning, testing, and validation. To ensure a safe and effective upgrade, create upgrade plans and test your upgrade on non-production instances before upgrading your production instance.

Guided Tour Designer

The Guided Tour Designer was first introduced in the Jakarta release with support for guided tours on the standard platform UI. For new instances created in Jakarta and beyond, guided tours are active by default. For instances originating from pre-Jakarta, guided tours are inactive by default. See Activate guided tours to enable the feature on your instance.

With the London release, you can also enable guided tours to run on Service Portal pages. When you upgrade your instance to London, the following results occur.
  • For instances that are new in London, the Guided Tours for Service Portal feature is active by default.
  • For pre-London instances that you upgrade to London, the Guided Tours for Service Portal feature is inactive by default.
  • To run guided tours on Service Portal pages, ensure the com.glide.guided_tours.enable and glide.sp.guided_tours.enable properties are both set to True. See Activate guided tours to enable the feature on your instance.
HR Service Delivery
Note: If you are upgrading from the Istanbul release, there is a new field in HR document templates. The Document type field helps to determine what document displays for a specific HR case. For example, you can ensure that your Employee Verification letter appears on the Request an Employment Verification Letter HR cases. Because Istanbul did not have this field, you must create new or select an existing document type for your document templates. See Document Types.
MID Server
  • There is a new process for accessing the download site for MID Server upgrades. New ServiceNow instances handle all traffic from the download site, which eliminates the need for MID Server host machines to connect with However, instances upgraded to the London release require their MID Servers to send their initial upgrade requests through After the first upgrade, MID Servers can send subsequent auto-upgrade requests directly to the instance, when the system property is set to true. For details, see MID Server upgrade.
  • The change to the Java Runtime Environment (JRE) installation procedure for new MID Servers does not affect upgrades of existing MID Servers. These MID Servers receive the supported JRE version when they upgrade.
For additional information about MID Server upgrades, see:

Legacy triggers are available only to upgraded instances. New activations of the MetricBase application do not include legacy triggers.


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.

Operational Intelligence

After upgrading to London, the default Event Management binding workflow which binds nodes to host CIs, is disabled for metric events. If you relied on this binding before the upgrade, then to allow host binding for metric events after upgrade, explicitly create a host binding event rule as described in Create an event rule to map metrics to host CIs.

Password Reset
Platform feature – upgraded by default.
Note: The Password Reset application is not available during upgrade.
Project Portfolio Management
  • Planning Console: If you are upgrading, the Client side planning console functionality for project scheduling is disabled. To enable the functionality, you must:
    1. Set the project property Enable firing of Business Rules on save from Planning Console to false, if it was set to true before upgrade.
    2. Set the Enable Client Side Planning check box to true.
    Note: If you do not have any custom business rules on the fields listed below, mark Fire BR on Save to false for these fields in planning console column configuration:
    • State
    • Percent Complete
    • Actual start date
    • Actual end date
  • Resource Management: Changes made to allocated hours now update only allocated hours in the resource plan. Prior to this, it had updated the planned hours. Because of this change, if you have customizations around Planned or Allocated hours and cost on the resource plan or resource allocation, you need to alter these in the London release.
  • Demand Management: On a demand form, the value for the new Assessment Required field is set to true for all existing demands on upgrade.
Security Incident Response

If you have completed an upgrade from Jakarta or Kingston to London, navigate to System Definition > Fix Scripts, run the Update integrations to multi domain fix script to allow certain integrations to have multiple configurations defined. For example, if you have multiple Splunk instances, you can create connections and queries that run Sighting Searches across multiple Splunk instances. After the fix script has run, return to System Definition > Fix Scripts and deactivate the fix script. It is important that the script not be allowed to run more than one time.

If you are upgrading Security Incident Response to London Now platform Patch 6, there is nothing to do to continuing using Security Incident Response. Going forward, all updates to London Security Incident Response are available only from the ServiceNow Store.

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
  • In new instances, search facets are enabled by default. If upgrading from a previous release, enable search facets by activating a record in the Page Route Maps [sp_page_route_map] table. See Enable search facets.
  • Validate user input in a specific field type using a validation script. In new instances, Service Portal includes XML, Script, Script (Plain), Email, and Version validation scripts by default. If upgrading from a previous release, the Mobile and Service Portal version is not active by default. You must activate the Mobile and Service Portal version of the validation script to validate user input in the Service Portal. See Activate Service Portal validation scripts.
  • In new instances, guided tours in Service Portal are enabled by default. If upgrading from a previous release, you must enable the com.snc.guided_tours.sp.enable system property to create a guided tour in Service Portal. See Activate guided tours for Service Portal.
Software Asset Management
Warning: If you upgrade to Software Asset Management (com.snc.samp) plugin from Software Asset Management plugin (com.snc.software_asset_management), you cannot revert back to Software Asset Management plugin (com.snc.software_asset_management).
Subscription Management

Platform feature – upgraded by default.


The List v3 plugin is no longer available for new deployments.

Vulnerability Response

For releases prior to Kingston, 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. For more information on the impact of reparenting, see the Upgrade impact of reparenting change in the Kingston release [KB0680550] article in the HI Knowledge Base. For information on the upgrade impact to existing instances, see the Vulnerability Response: FAQ for Kingston Upgrade [KB0680543] article in the HI Knowledge Base. This information does not apply if you upgrade from Kingston to this release. For Kingston release information, see Kingston Vulnerability Response release notes.

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 the attachments by navigating to System Import Sets > Administration > Data Sources and searching by integration. See Manage attachments for more information.

Application administration is not enabled, by default, in Vulnerability Response for upgrades. If you have added custom tables that rely on inherited ACLs, you must recreate the ACLs on that custom table. If you added custom roles or custom ACLs, and you enable Application administration, retest those roles and ACLs after upgrading. Ensure the assignable by attribute on the roles is set correctly to enable access to application administration.
Note: Once enabled, Application administration cannot be disabled.

Existing CI Identifier Rules are disabled by default but not removed. They appear in Security Operations > CI Lookup Rules. To reenable, open a rule and enter values for Source and Source field, select the Active check box, and click Submit.

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.

Rapid7 Upgrade: Unmatched configuration items (CIs) from previous versions of Rapid7 are transferred and listed in the Discovered Items module. However, these unmatched CIs cannot be reclassified using the Reclassify button. They must be reclassified manually. See Reclassify unmatched configuration items from Discovered Items.