Advanced Work Assignment
If you are using Connect Support and want to move to Advanced Work Assignment and Agent Chat, see Migrate from Connect Support to AWA
and Agent Chat.
These ML Solution Definition templates are
deprecated in the Madrid
and are replaced by a Classification Template:
- Assignment Template
- Category Template
- Priority Template
This new template prompts you to choose specific record fields that you can use to
build a classification solution.
If you upgrade to the Madrid release and you have
existing solutions that use one of these deprecated templates, you must update and retrain
the solutions to use the new Classification Template. For more information on how to update
these solutions in Madrid, see
Create and train a classification
Automated Test Framework
Copy and customize ServiceNow-provided quick
start tests to validate that your instance still works after you make any
configuration changes such as apply an upgrade or develop an
Quick start tests are disabled and read-only test
templates. By default, they only produce a pass result when you run them with the default
demo data that is provided with the application or feature plugin. To make quick start
tests produce a pass result when you run them with your instance-specific data, copy and
configure them to use your instance data. See Available quick start tests by
application or feature.
The Run Server Side
Script test step supports version 3.1 of the Jasmine testing framework. You
can upgrade individual test steps from Jasmine version 1.3 to Jasmine version 3.1. See Run Server Side Script.
After you upgrade, you can:
- Use the new com.snc.change_management.enforce_data_requirements
property that provides additional controls along with the existing UI policy and client
scripts. When true, it ensures that any updates made from a change request form, such as
data requirements. This property is installed with Change Management -
is set to False by default for upgrade customers. Change the
property value to True to use this feature.
- Activate the Change Management - Approval Policy plugin so that you can use the new
change approval policies. Configuration details are described in Change approval policy.
- If you are on Jakarta and above, an upgrade from any version of Cloud Management platform version 2
(CMPv2) is supported.
- Catalog items created based on cloud-native templates in releases prior to Madrid on CMPv2, will be treated as
blueprint-based catalog items, which means that the underlying template cannot be
Version 9.0: Adding or deleting
test results from test result groups is not immediately available upon upgrade and must be
added manually. See KB0539771 for instructions to add this feature.
Version 9.0: The
Assigned to and Assignment group fields are
not added to the Test Results form and list view during upgrade and
must be added manually. See KB0539883 for instructions to add this feature.
Version 8.0: If you are upgrading Configuration Compliance the initial Madrid version is available
immediately in your instance. All updates to Configuration Compliance are only available in
the ServiceNow Store.
Version 8.0: If you have previously
installed Configuration Compliance, and want
an update from the ServiceNow Store, you no
longer need to activate the Configuration Compliance Dependencies
(com.snc.vulc_dep) plugin prior to installing the Configuration Compliance update.
Configuration Management Database (CMDB)
Upgraded instances include the new cmdb_read role. However, the
system does not enforce the requirement to use cmdb_read when an application reads data from
the cmdb_ci table hierarchy. For information about enforcing the usage of cmdb_read after an
upgrade and other related issues, see the New role to read data from CMDB [KB0694559] article in the HI Knowledge Base.
The CMDB Workspace plugin (com.cmdb-workspace) is not activated in
an upgraded instance. Activate CMDB Workspace to get the functionality of CMDB Agent Workspace.
Customer Service Management
Create field-level ACL rules for some of the fields on
the Contact (customer_contact) table. For details, see KB0724239.
Upon an upgrade, the newly installed proxy has the same
folder name as the previous proxy folder name, and the previous proxy folder is renamed. For
example, the previous proxy folder is renamed from EdgeProxy_16001 to
backup.dist-upgrade_20181204-144650461, and the new proxy folder is
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.
Field Service Management
When you upgrade from a previous release, six event type
schedule entries are available by default. You can choose to activate these event type
configurations to create schedule entries. You must deactivate any existing
Events configuration that overlaps with the newly created schedule
entries. For more information on configuring event types, see Configure the agent
You can optimize the agent task routes for the current
date. However, if the SMTaskRouting script was modified in an earlier
release, the agent route is optimized, but it does not take the agent schedule and agent
time off into consideration. For more information on optimizing task routes, see Route optimization.
- Flows created before the upgrade default to run as the
System user, which means that the flows bypass normal access controls. New
record-based flows default to run as the user who triggers the flow.
- Flows using the Always option for Created or Updated or Updated
trigger types in previous releases use the Only if not currently
running option. Use the For each unique change
option to trigger a flow for every unique change, even if the flow is running.
HR Service Delivery
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
When upgrading from any release prior to Kingston,
and you have customizations that reference script includes:
The Knowledge Management Core plugin
(com.glideapp.knowledge) is active by default for new or upgrade customers.
The Knowledge Management with KCS plugin
(com.glideapp.knowledge2) is planned for deprecation. This plugin contains Knowledge
Management V2 features only. KCS features are not being deprecated and are available in
Knowledge Management V3 or Service Portal.
If an unsupported version of the Java Runtime Environment
(JRE) is running on a MID Server when the
MID Server is upgraded, the upgrade
process replaces that JRE with the OpenJDK that is bundled with the MID Server installer. If a supported JRE is
running on the MID Server host, the
upgraded MID Server uses that Java
MID Server hosts for instances upgraded
from London do not require connection to
the download site at install.service-now.com. The auto-upgrade process
for MID Servers in Madrid is handled through the instance. However, upgrades from Kingston or earlier require that each MID Server host machine have access to the
download site. For additional details about how MID Server upgrades are managed and where to
look for errors, see MID Server upgrade.
For additional information about MID Server
This release introduces a new Email Client Configuration
feature and a Connection Security option on the Email Account form for choosing the secure
connection for your email server. These features are enabled in new and upgraded instances.
When you upgrade to this release, the following items are migrated if you previously set
them in your instance:
The legacy Notify-Twilio driver (com.snc.notify.twilio) plugin is
now being replaced by a Notify-Twilio Direct driver (com.snc.notify.twilio_direct). A
Migrate Now button for one-click migration from the legacy driver
to the new Notify-Twilio Direct driver is provided.
The Notify core plugin now provides JS Telephony Driver support that enables you to code
In prior releases, the Notify-Twilio Driver (com.snc.notify.twilio) enabled voice and SMS
services provided by Twilio. This driver has been replaced by the Notify-Twilio Direct
Driver (com.snc.notify.twilio_direct). Both the drivers work simultaneously provided they
are configured with two separate accounts.
The migration to the new driver has the following impact.
- Notify participant records will remain inactive until a participant joins a
conference. Previously, they were set to active by default.
- If you are using the previous driver, the participant record is activated after a
Note: New customers will have access only to the new Notify-Twilio Direct driver
- In Madrid, user-specified
width override values are replaced by new advanced settings that are used internally to
calculate width values. Width override values are preserved through an upgrade to Madrid and are being used
internally. However, they do not appear in the UI and you cannot modify them. When you
use the Bounds Settings wizard in an upgraded instance and you select a metric class
that has a width override value, a notification appears. To use the new advanced
settings in the Bounds Settings wizard, accept the notification to delete the width
override values from an earlier release.
For more information about the Bounds
Settings wizard, see Custom bounds
- During the upgrade to Madrid, the Apache Ignite software that runs on Operational Intelligence MID Servers in MID
Server distributed clusters is upgraded to version 2.5.3. After you upgrade all the MID
Servers in the MID Server distributed cluster to Madrid, restart these
Operational Intelligence MID Servers to complete the Apache Ignite upgrade.
might have some data loss during the time that the MID Servers upgrade starts until
the MID Servers are restarted. To minimize this data loss, before you start the
upgrade to Madrid, disable
the metric connectors. After the upgrade completes, set the
max_fetch_interval_min parameter to how long the connectors
were down and then enable the connectors so that the missing data is pulled.
Starting with the Madrid release, if you do not have the
Security Jump Start (ACL Rules) plugin activated, you must add explicit create/write ACLs on
the sys_dictionary table to allow admin access to that table.
Project Portfolio Management
Two new dashboards have been added with the new
Performance Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. If you are upgrading and you activate the new plugin,
two new navigation links are available in PPM:
- Portfolio dashboard
- Program dashboard
The following pre-Madrid
navigation links are still
available after upgrading. Review the existing and the new dashboards and deactivate the
older ones if required.
- Portfolio manager dashboard
- Program manager dashboard
- PMO dashboard
Security Incident Response
If you are upgrading directly from Jakarta or Kingston to this release (skipping the London release), navigate to , and 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 and deactivate the fix script. It is important that the script is not allowed
to run more than one time.
Before upgrading, you should be aware of changes that were 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 Portfolio Management
If you are an existing Service Portfolio
Management user on a release prior to Madrid, you are using the legacy application.
Upgrading to Madrid retains your Service Portfolio Management legacy data, while adding new
features and functionality.
Software Asset Management
Warning: You must revert customizations after installing Software Asset Management for the
first time, or upgrading from Software Asset Management Foundation
for all features to function as intended. The Revert Customizations module in Software Asset Management
administration reverts customizations of files related to Software Asset Management to base
configuration that were skipped during the installation or upgrade
For more information, see Revert Software Asset Management
Warning: If you upgrade to the Software Asset Management (com.snc.samp)
plugin from the Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert to the Software Asset Management plugin
A fix job runs during the upgrade and creates an
inventory of all global and scoped custom tables that currently exist in your production
instance. A scheduled job runs after the completion of the upgrade and creates an inventory
of the number of custom tables that each user can access.
When you upgrade to this release, your instance is updated with the
new ServiceNow branding. Any
customizations you have made to the system theme are not updated. You can revert to the
previous theme by changing the system defaults in the Basic Configuration UI16 module. For
more information on switching the system defaults, see Configure logo, colors, and system
defaults for UI16.
UI15 is not affected by these changes, with the exception of the
icon that appears on the browser tab. You can update the icon by changing the value for the
glide.product.icon system property.
- Migrating Virtual Agent topics:
Conversation topics created in the London release are fully supported in
this release and are not changed during upgrade. After upgrade, you can update your
topics, for example, to use new features such as the no-code controls available in Virtual Agent Designer.
- Using Slack Enterprise Grid after
- If you have Slack Enterprise
Grid workspaces, your end users can move between those workspaces and use the Virtual Agent bot from any
- Your end users must relink their ServiceNow accounts to the Virtual Agent messaging integration
- If you upgrade to Slack
Enterprise Grid after upgrading to this release, an upgrade script runs
automatically to complete the upgrade for the Slack messaging integration.
If you are upgrading from a previous version of Vulnerability Response
, the initial Madrid
version is available
immediately in your instance. All updates to Vulnerability Response
are only available
in the ServiceNow Store
This process applies only to applications downloaded to
production instances. If you are downloading applications to sub-production or
development instances, it is not necessary to get entitlements. Proceed to Activate a ServiceNow Store application
If you have previously installed Vulnerability Response and want an update
from the ServiceNow Store, you do not need to
activate the System Plugin Dependencies (com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.
If you upgrade from Vulnerability Response v7.0 to Vulnerability Response v8.0 or v9.0, you
must install all the plugins listed under in the ServiceNow Store prior
to installing Vulnerability Response.
If you upgraded from a version of Vulnerability Response prior to Madrid,
your original Overview page becomes in the Overview (Legacy) module in the left navigation
pane. If you created a customized homepage overview, the overview is overwritten by the new
reports dashboard. To access your customized homepage, Create a new module for your customized homepage and add it to
the Vulnerability Response
After upgrading to the Madrid release, third-party
vulnerability records are read-only.
For detailed information on Kingston or London upgrade to Madrid, see Vulnerability Response upgrade information.
New columns added to the Vulnerable Item [sn_vul_vulnerable_item]
table, to support new features, can result in longer upgrade times.
Integration upgrade information
- Rapid7 Vulnerability Integration
Version 9.0: If the Create CVE entry
check box in the configuration page was unchecked in an earlier version, the system
property, sn_vul_r7.create_cve_for_vulnerabilities is set to
true upon upgrade. Vulnerability Response features such
as exploits, solutions rely on the import of CVEs and do not work effectively without
Prior to London v6.2 or Kingston v5.1, the Rapid7 Vulnerability Integration used an identifier
from the Rapid7 Nexpose data
warehouse that was not unique across multiple data warehouses. Starting with London
v6.2 and Kingston v5.1, the
nexpose_id, which is globally consistent,
If you have an existing Rapid7 Vulnerability Integration
version earlier than
London v6.2 or Kingston v5.1, and you upgrade to the latest Rapid7 Vulnerability Integration
version, you may get
an "Import relies on nexpose_id" error. In that case, update the SQL query sent to
your Rapid7 Nexpose
data warehouse with the
. Without it, various features of
and Rapid7 Vulnerability Integration
will not work
properly. See KB0751331
to add the
to the SQL
Note: This condition is true for a Rapid7 Nexpose data
warehouse upgrade or to migrate from the Rapid7 Nexpose data
warehouse to Rapid7 InsightVM.
- Qualys Vulnerability Integration
Version 9.0: Upon upgrade from any existing Qualys Vulnerability Integration, the new Host List
integration automatically enables a Qualys instance if the
existing Host List Detection integration is also enabled for that instance.
Before upgrading, be aware that the following feature
changes can affect your customizations:
- Your online check-in, as well as the onsite queue and onsite check-in interfaces are
updated to reflect the new data model and features.
- Reports using Queue for grouping should use
Location due to a change in the Interaction [interaction]
table. Filtering is done based on Channel instead of
- Notifications may no longer trigger due to State changes in
interactions, such as the On Hold state. Reevaluate your custom
- Business rules and other logic running on fields that are deprecated, for example,
Queue on the Interactions form.