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Notable changes for upgrades from Jakarta to Madrid

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Notable changes for upgrades from Jakarta to Madrid

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.

Notable changes to applications and features

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.

Application Portfolio Management Application Portfolio Management integrates with Service Mapping differently from what it was. 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 Madrid release, then contact ServiceNow personnel for help with migrating the data.
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 Madrid, 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).
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.

By default, the system property to run automated tests is disabled to prevent you from running them on a production system. Only run tests on development, test, and other non-production instances. See Enable or disable executing Automated Test Framework tests.
Calendars and schedules Starting with the Madrid release, the Fiscal calendar is a platform feature and is no longer dependent on Financial Management.
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.
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 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.

Connect If you are currently using the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support. Legacy chat and Connect Support cannot be used concurrently. When you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats.

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.
Customer Service Management

Before you upgrade, 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 Customer ServiceCases 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".
Dashboards Review Dashboards upgrade information for information about responsive canvas and dashboard versions of homepages . Responsive dashboards are enabled by default on new instances. On upgrading instances, responsive canvas must be enabled by an administrator.
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

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.

  • 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.
  • 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.

Event Management and Service Analytics During an upgrade to the Jakarta release, a script converts and moves Event Management rules and events for the release. Even though this script runs automatically, there are configuration tasks you must complete after the upgrade.
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.

The upgrade instructions do not apply to Project Portfolio Planning (Portfolio Budget Model) as it is automatically upgraded as part of the Madrid upgrade. Financial Management is no longer dependent on its use of IT DataMart. The DataMart Definitions have been upgraded to Financial Management Segments in Istanbul. New segments required for cost model or budget model must henceforth be created in Financial Management Segments.

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.
GRC: Policy and Compliance Management

The GRC: UCF Import (com.snc.ucf_import_add_on) plugin was deprecated and replaced by the new GRC: Compliance UCF (com.sn_comp_ucf) plugin.

Note: If your GRC entitlement date is before December 1, 2016, you are entitled to a free UCF CCH account for the period of December 1, 2016 through November 30, 2018. For customers on Helsinki (Patch 7 and above), or Istanbul and whose effective GRC entitlement date start on Dec 1, 2016 or after, you need to sign up for a UCF CCH account and customize your basic subscription to include API Access. For more information about establishing a UCF CCH account, see Unified Compliance.
Guided Setup

The 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.
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 Madrid release, you can also enable guided tours to run on Service Portal pages. When you upgrade your instance to Madrid, the following results occur.
  • For instances that are new in Madrid, the Guided Tours for Service Portal feature is active by default.
  • For pre-Madrid instances that you upgrade to Madrid, 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.
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.

Some of the key differences between Legacy Knowledge and Knowledge v3 are:
  • Multiple knowledge bases (instead of one knowledge base)
  • Separate customizable workflows available for each knowledge base (instead of a single lifecycle shared by all articles)
  • Category structure that supports any number of levels (instead of a two-level organizational structure using Topic and Category)
  • Permissions defined per knowledge base and article, using user criteria (instead of per article, using roles and ACLs)

For additional upgrade considerations, see the links under Migrate .

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

If you 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.


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.
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 thanNotifyNow.

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.

On-Call Scheduling
Upgrading from previous versions is automatic, and all events are recorded in the upgrade logs (System Diagnostics > Upgrade History).
  • The existing On-Call plugin has been changed. When you upgrade, the plugin changes are applied automatically (this action is not optional).
  • The group device functionality is deprecated in favor of a Catch All person.
  • On-call Scheduling replaces the existing business rules for escalations with escalations based on Graphical Workflow.
  • The workflow uses Notification Activities, so it sends emails and not SMS messages. It must be modified to use Create Events activities to send SMS messages.

See Upgrade to on-call scheduling for links to other changes that you should be aware of as you transition to on-call scheduling.

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.

After upgrading to Madrid, 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
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
  • 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.

    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 Madrid 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.
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.

Report Charting v2 is automatically used, and Reporting v1 can no longer be used after an instance is upgraded.

The Report Charting v2 plugin uses the Highcharts charting library to generate reports on the client. This plugin generates all the reports in the ServiceNow report set.

Note: Scheduled reports, custom charts, and reports saved as PDF are generated on the server using the Highcharts charting library. As a result, these types of reports sometimes appear differently than reports generated on the client side.
Schedules 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 support to manually activate the com.snc.core.automation.api plugin. The configuration will not function properly if this action is not taken.

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.

If you are upgrading from a version prior to the Fuji release, see Migrate cart layouts .

After you upgrade from a previous release, 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 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.
  • 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: 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.

Platform feature – upgraded by default.
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.

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.

  • UI11 is no longer available. Use UI15 or UI16 instead.
  • Pop-up forms are no longer available.
  • The List v3 plugin is no longer available for new deployments.
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, you can begin using the Vulnerability Response new features immediately. All updates to Vulnerability Response are only available in the ServiceNow Store.

If you update from Vulnerability Response v7.0 to Vulnerability Response v8.0, 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 previous version of Vulnerability Response, 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.

Application administration is not enabled, by default, in Vulnerability Response for upgrades. If you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom table. If you add 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.
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.