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 Advanced Work Assignment and Agent Chat. |
Agent Workspace | For the New York release, you can use the
Declarative Actions framework to exclude New UI actions, instead of
adding tables to the New Button List Exclusions [sys_aw_crud_exclusions] table. A migration
script runs when you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want to exclude
additional tables, use the Action Assignment module. If your instance partially upgrades from the Madrid release to the New York release, your instance runs
Agent Workspace on the Madrid release. |
Antivirus Scanning | Antivirus Scanning scans all the document
types that are supported by the Now Platform® in New York. Some attachments might be
unavailable for downloading if the security scan fails, or if the attachment is
vulnerable. |
Asset Management | |
Authentication | If you are upgrading an instance that uses the Multi-SSO
plugin for SAML, you should reference KB0756504 before you upgrade. |
Automated Test Framework | Copy and customize ServiceNow
platform-provided quick start tests to validate that your instance works after
you make any configuration changes. For example, if you apply an upgrade or
develop an application.
The tests can only produce a pass result when you run
them with the default demo data that's provided with the application or feature plugin. To
apply a quick start test to your instance-specific data, copy the quick start test and add
your custom data. See Available quick start tests by
application or feature. |
Cloud Management |
- Upgrade from any version of Cloud Management version 2 (starting in
the Kingston release) is
supported.
- Catalog items created from cloud-native templates in releases prior to the Madrid release are treated as
blueprint-based catalog items. As a result, you cannot modify the underlying template.
There is no workaround.
|
Configuration Management Database (CMDB) | For pre-existing duplicate CIs, the master CI is unknown. The
discovery data source is also unknown because the discovery_source
attribute was set to ‘Duplicate’. After the upgrade, the duplicate_of
attribute for those duplicate CIs is set to ‘Unknown’ and the
discovery_source attribute remains ‘Duplicate’. After the upgrade, some pre-existing identification inclusion
rules that are configured for the duplicate metric, might conflict with newly created health
inclusion rules for the duplicate metric. After the upgrade, create new corresponding health
inclusion rules to replace any pre-existing identification inclusion rules that you used
exclusively with the CMDB Health dashboards. |
Dashboards |
- Responsive dashboards enabled by default on upgrade to New York
- Responsive dashboards are now enabled automatically upon upgrade to New York. Responsive dashboards
have a more intuitive interface and are easier to share and edit than non-responsive
dashboards. For more information, see the following topics:If your instance requires non-responsive dashboard functionality, you can disable responsive
dashboards.
|
DevOps | |
Discovery | During upgrade to the New York release, the April 2019
(1.0.39) release of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers. Important: It may make the upgrade time longer depending on your
CMDB size. To decrease the upgrade time, install the Discovery and Service Mapping
Patterns from ServiceNow Store before
upgrading to the New York
release.
The process of upgrading from Madrid to New York deactivates
all Discovery schedules for cloud resources (VM). Schedules deactivated during the upgrade
appear in the list view of the Discovery Schedule [discovery_schedule] table with a
Run status of undefined. These schedules
cannot be used to discover cloud resources either when run immediately or on the day and
time configured. After upgrade, open your cloud schedules in the Discovery Manager and
re-activate them. |
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 your mobile application, you
may have to migrate customizations from earlier
releases manually or using ServiceNow Studio. The CMS portal plugin
(com.snc.work_management.cms) is planned for deprecation. |
Flow Designer |
- During upgrade, a fix script converts the system property
com.snc.process_flow.reporting.enabled to com.snc.process_flow.reporting.level. The
former system property value of false is converted to the new
value of Off. The former system property value
true is converted to the new value Flows Actions and
Steps.
- Record-based flows created before the Madrid release continue to
run as the System user after upgrade. To change how upgraded flows run, edit the
flow properties. By default, new flows you create run as the user who triggers
the flow.
- Flows created before the Madrid release that use the
Always trigger option instead use the Only
if not currently running trigger option after upgrade. To change
when upgraded flows run, edit the flow trigger options.
|
ITOM Health | 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. |
Knowledge Management | The Knowledge Management
Service Portal plugin
(com.snc.knowledge_serviceportal) is active by default for new or upgrade customers. 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 you have installed your own Java Runtime Environment
(JRE), the upgrade process takes the following actions to ensure that the MID Server is
using a supported JRE:
- If an unsupported version of the Java Runtime Environment (JRE) is running on a MID
Server when it 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.
The auto-upgrade process for MID Servers in New York has
changed. The MID Server no longer receives its upgrade through the instance, as it did in
previous releases. All MID Server host machines now require access to the download site at
install.service-now.com to enable auto-upgrades. For additional
details about how MID Server upgrades are managed and where to look for errors, see MID Server upgrade. In the New York release, only one Windows MID Server service
is permitted per executable path. Upgraded Windows MID Servers that have multiple services
pointing to the same installation folder are prevented from starting. See MID Server fails to start for
more information. For more information about MID Server upgrades, see: |
Mobile platform | During the upgrade to the New York release, the instance is
updated to use the new mobile hierarchy, which includes new features such as application
launchers and a configurable navigation bar. Any unmodified base system mobile applications
that are installed on your instance are automatically updated to work with the new design
and can be used with Studio right away.
For more details on the mobile hierarchy, see ServiceNow mobile app
configuration. Modified base system applications and applications that you have
created in Studio will continue to work
after the upgrade, but they will not be configurable in Studio until after you run the mobile
migration script. For additional details on the migration script, see Mobile migration script. |
Now Platform User Interface | Starting with the New York release, ServiceNow encodes the URIs associated
with the modules in the navigation pane. When upgrading to New York, existing URIs for
custom modules might break if you used arguments with non-URL-encoded characters, for
example, an equals (=) sign. Arguments and filter conditions become part of the URI. If an
argument started with an ampersand (&), or if you used a conditional filter and an
argument but did not prepend the argument with a caret (^), the module URIs may break. A
simple revision can prevent that from happening. For more information, see Encoding module URIs. |
Operational Intelligence | After you upgrade all the Operational Intelligence
ServiceNow®
MID Servers in the MID Server distributed cluster to New York, restart the MID Servers in the cluster:
- Stop all the MID Servers in the
MID Server distributed cluster.
- Wait for all the MID Servers in
the MID Server distributed cluster to
be stopped.
- Start all the Operational Intelligence
MID Servers, one MID Server at a time.
Some data might be lost between the time that the MID Servers upgrade starts and until
the completion of the MID Servers
restart after upgrade. If you are using connectors, then you can minimize this data loss by
disabling the metric connectors before starting the upgrade. After the upgrade completes:
- Set the max_fetch_interval_min parameter to the time length that
the connectors were down.
- Enable the connectors to pull the missing data.
|
Password Reset |
- The Password Reset application is a platform feature and is upgraded by default.
- The new Password Reset Spoke plugin [com.sn.password_reset.ah] is activated by default.
- The Password Reset application is not available during the upgrade process.
- If you are using the Local ServiceNow credential store: For new installations and updates to instances that are not domain-separated and
where Password Reset workflows have not been modified: The instance will use
IntegrationHub subflows to perform Password Reset operations. The Password Reset workflows that were used in earlier releases are no longer used.
- If you are using an Active Directory (AD) credential store: For new installations and updates to instances where:
- The instance is not domain-separated and
- Password Reset workflows have not been modified and
- The Microsoft AD spoke is activated on the instance
The instance will use IntegrationHub subflows to perform Password Reset
operations. The Password Reset workflows that were used in earlier releases are no
longer used.
- For updates to instances where Password Reset workflows have been modified or where
the instance is domain-separated, IntegrationHub subflows are not implemented. Password Reset operations continue to use workflows by default. To implement
IntegrationHub subflows to perform operations (recommended), follow this procedure:
- Navigate to .
- Select the instance.
- On the Password Reset Credential Store Types form, select Use Flow.
- Modify the subflows as needed. See Create IntegrationHub subflows to customize password reset processes.
|
Predictive Intelligence | The quick start tests for Predictive Intelligence are recommended for
any upgrades. |
Problem Management | If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the Problem modules. For
more information, refer to Problem Management upgrade information. |
Project Portfolio Management |
-
Ideas:
Convert an idea directly to a story,
epic, or project instead of just creating a demand. Upon upgrade, the
Create Task button enables you to directly create a task from
the idea or you can just click Accept. After the upgrade,
migrate from the legacy Ideas feature to the new Idea portal. For more information,
see Migrate from legacy Ideas to the
new Idea Portal.
-
Project Management:
If you are upgrading to New York,
your existing projects are migrated as follows:
|
Security Incident Response | If you are upgrading directly from the Jakarta or Kingston releases to the New York release (skipping the London release), navigate to , and run the Update integrations to multi domain fix
script. Run this script to enable certain integrations to define multiple configurations. For example, if you have multiple Splunk instances, you can create
connections and queries that run sightings searches across multiple Splunk instances. After you run the
fix script, navigate to and deactivate the fix script. Do not run the script more than one time. |
Service Level Management | After you upgrade, you can activate the Service Portfolio
Management SLA Commitments plugin (com.snc.service_portfolio.sla_commitment) to use the
Service Commitment flag in the SLA Definition record. With this
flag, you can differentiate between an SLA definition tied to a Service Offering commitment
and an SLA definition that is not tied to a Service Offering commitment. |
Service Mapping | During upgrade to the New York release, the April 2019
(1.0.39) release of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers. Important: It may make the upgrade time longer depending on your
CMDB size. To decrease the upgrade time, install the Discovery and Service Mapping
Patterns from ServiceNow Store before
upgrading to the New York
release. |
Service Portal |
- By creating an Agent Chat portal
configuration, your end users can initiate and maintain an Agent Chat conversation in any portal
page. This feature replaces the Virtual Agent
Service Portal widget. If your portal
includes this widget, remove Virtual Agent
Service Portal widget instances and
configure Agent Chat support for a
portal instead. See Configure Agent Chat in Service
Portal.
- The Now Platform collects search
data and analytics that generate search suggestions.
If you are upgrading from a previous release, the
search analytics do not contain any data yet. To immediately provide suggestions
to your users, you can populate the search suggestions using data from either the Text Searches [text_search] table or the Service Portal Log
Entries [sp_log] table. For more information, see Populate search suggestions in
Service Portal.
- If you have custom search widgets, they do not automatically collect search data and
analytics to generate suggestions. To benefit from this new feature, you can either
migrate search to use the base system Faceted Search widget, or configure your search
widget to collect search data using the GlideSPSearchAnalytics API. For API reference,
see GlideSPSearchAnalytics. For more information about the Now Platform search analytics and
suggestions feature, see Search analytics and
suggestions.
- Take advantage of the latest article view
features such as including links and images in article feedback and article
versioning by activating the Knowledge Article View page
route map. This map routes the kb_article page to the
kb_article_view page. See Page route maps.
|
Service Portfolio Management | If you are an existing Service Portfolio Management user on a
release prior to New York, you are using
the legacy application. Upgrading to New York retains your Service Portfolio Management legacy data,
while adding new features and functionality. If you want to access all available Service Portfolio Management features and
functionality, consult your service manager to migrate to the Service Owner Workspace application. |
Software Asset Management | 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 Professional plugin
(com.snc.samp) 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).
For more upgrade information, see Software Asset Management upgrade
information. |
Time Card | When you upgrade to the New York release, enable the
State field of the Time Card [time_card] table for auditing time
card activities. You can view these activities in the Activities
section of the Time Card and Time Sheet forms. For more information, see Include a table field in
auditing. |
Virtual Agent |
-
Migrating Virtual Agent topics:
Conversation topics created in the Madrid release are fully supported in
this release and do not change during upgrade. After upgrade, you can continue to
develop and use keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language Understanding
(NLU) model to your Virtual Agent
conversations. NLU models provide your virtual agent with the information it needs to
understand and process user statements in a conversation. The CSM, HR Service
Delivery, and ITSM applications provide prebuilt ServiceNow NLU models, along with
predefined conversation topics. To learn more, see Get started with NLU in Virtual
Agent.
-
Defining a Service Portal
Agent Chat Configuration: After
upgrading, if you define a Service Portal Agent Chat
configuration, you must remove any previously
installed Virtual Agent
Service Portal widgets from portal
pages.
The Service Portal
Agent Chat configuration enables
users to run Virtual Agent and Live Agent on all pages of selected
service portals. This means you no longer need to retain the legacy Virtual Agent
Service Portal widget on individual
portal pages.
For details, see Migrate from the Virtual Agent
Service Portal widget.
|
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've previously installed Vulnerability Response, you don't need to
install the Dependencies (com.snc.vul_dep) plugin prior to installing the
Vulnerability Response update. For detailed information on upgrade from Kingston or London to Vulnerability Response, 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 that the assignable by attribute on the roles is set
correctly to enable access to application administration. Note:
Once enabled, Application administration cannot be
disabled.
Integration upgrade information
- Rapid7 Vulnerability Integration
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
a "Import relies on nexpose_id" error. In that case, you need to 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 is true for a Rapid7 Nexpose data
warehouse upgrade or to migrate from the Rapid7 Nexpose data
warehouse to Rapid7 InsightVM.
-
Qualys Vulnerability Integration
To reduce upgrade time, if you have the Qualys product or a
third-party integration installed, delete all attachments on your integration data
sources. You can find the attachments by navigating to and searching by integration. See
Manage attachments for
more information.
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