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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

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.

Agent Intelligence

These ML Solution Definition templates are deprecated in the Madrid release 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 solution.

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 application. 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.

Change management

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 Workflow, REST/SOAP, JavaScript, or GlideRecord updates adhere to the same mandatory data requirements. This property is installed with Change Management - Core and 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.

Cloud Management

  • 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 modified.

Configuration Compliance

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.

Edge Encryption

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 named EdgeProxy_16001.

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.

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 calendar.

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.

Flow Designer

  • 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

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.
When upgrading from any release prior to Kingston, and you have customizations that reference script includes:

Knowledge Management

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.

MID Server

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 version.

MID Server hosts for instances upgraded from London do not require connection to the download site at 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 upgrades, see:


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 secure connection mode that you selected for your email server in the Email Account form (Enable TLS and Enable SSL fields).
  • The email client property settings for controlling:
    • Email address autocomplete (
    • From and Reply To email addresses displayed in the email client (glide.ui.email_client.from and glide.ui.email_client.reply_to)
    • Email address recipient qualifiers (glide.ui.email_client.email_adresss.disambiguator and glide.ui.email_client.email_address.disambiguator_search)
    The email client property settings are preserved in a default email client configuration created during upgrade. You can view the default configuration in the new Email Client Configuration [sys_email_client_configuration] table.

    These email client properties are also deprecated in this release because these features can be set using email client configurations.


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 your own integrations in JavaScript by using the platform capability of JS Extension Point.

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.
  1. Notify participant records will remain inactive until a participant joins a conference. Previously, they were set to active by default.
  2. If you are using the previous driver, the participant record is activated after a minor delay.
Note: New customers will have access only to the new Notify-Twilio Direct driver plugin.

Operational Intelligence

  • 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 settings.

  • 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.

    You 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.

Platform security

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 ( 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 System Definition > Fix Scripts, 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 System Definition > Fix Scripts and deactivate the fix script. It is important that the script is not allowed to run more than one time.

Service Catalog

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 plugin, 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 process. For more information, see Revert Software Asset Management customizations.
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 (com.snc.software_asset_management).

Subscription Management

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.

Virtual Agent

  • 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 upgrading:
    • If you have Slack Enterprise Grid workspaces, your end users can move between those workspaces and use the Virtual Agent bot from any workspace.
    • Your end users must relink their ServiceNow accounts to the Virtual Agent messaging integration for Slack.
    • 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.

Vulnerability Response

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.
Note: 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 Dependencies & Licensing > App Dependency 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 application.

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 them.

    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, replaced it.

    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 nexpose_id. Without it, various features of Vulnerability Response and Rapid7 Vulnerability Integration will not work properly. See KB0751331 to add the nexpose_id to the SQL import query.
    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.

Walk-up Experience

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 Type.
  • Notifications may no longer trigger due to State changes in interactions, such as the On Hold state. Reevaluate your custom notification conditions.
  • Business rules and other logic running on fields that are deprecated, for example, Queue on the Interactions form.