Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • New York release notes
Table of Contents
Choose your release version
    Home New York Release Notes New York release notes Upgrade to New York Pre- and post-upgrade tasks for various products

    Pre- and post-upgrade tasks for various products

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    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 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

    • In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the fulfillment tasks that were completed before the transfer orders were upgraded are closed. For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for fulfillment and Prepare for shipment stages are closed because the tasks were completed before the upgrade.
      Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer order. Close these tasks to move the transfer order through the fulfillment process.

    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 Insights

    You upgrade Cloud Insights on the System Applications page. See Upgrade Cloud Insights to release 1.3 .

    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 Compliance

    Version 9.0: Adding or deleting test results from test result groups is not immediately available upon upgrade and must be added manually.

    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 KB0791819 for instructions to add this feature.

    If you are upgrading Configuration Compliance, the initial New York version (10.0) 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)

    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.

    Contact Tracing

    The following tracing systems are included in version 1.6.2 of Contact Tracing:
    • Badge reader
    • Employee daily log
    • Visitor log
    • Wi-Fi access log
    • Handheld/Wearables

    To use these tracing systems, you must manually activate them. Version 1.6.2 of Contact Tracing contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

    If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

    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:
    • Differences between homepages and responsive and non-responsive dashboards
    • Working with responsive dashboards
    If your instance requires non-responsive dashboard functionality, you can disable responsive dashboards.

    DevOps

    Note: DevOps versions up to 1.22 are supported in the New York release.

    To continue using Jenkins integrations after upgrading from version 1.11 or earlier, you must install the DevOps Integrations application from ServiceNow Store applications, and the Jenkins plugin for ServiceNow DevOps version 1.12 or later.

    Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

    After upgrading DevOps to version 1.12 or later, you must also upgrade the DevOps Insights application from ServiceNow Store applications.

    After upgrading the DevOps Insights application to version 1.14, you must also install the DevOps Insights dashboard using the Solution Library to complete the DevOps Insights upgrade.

    Starting with version 1.14, unless previously customized, you must activate and set the Run As credentials to System Administrator for DevOps scheduled job [DevOps] Daily Data Collection to collect daily Insights data.

    Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

    After upgrading from version 1.14 to version 1.15, the DevOps Insights dashboard Average Service Availability and Daily Service Availability widgets have been renamed to Average Service Availability - Last 30 days, and Service Availability Trend. Therefore, the original widgets (Average Service Availability and Daily Service Availability) can be manually deleted.
    Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.
    After upgrading to version 1.15, remove Open DevOps Change Request Aging and Open Non-DevOps Change Request Aging indicators from both [DevOps] Daily Data Collection and [DevOps] Historical Data Collection jobs to avoid related warnings or errors in the job log.
    Note: You must select DevOps Insights scope from the application picker to edit a job indicator.
    After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.
    • $(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
    • $(system.jobDisplayName) for classic pipelines

    After upgrading to version 1.19, you must upgrade the DevOps Integrations application, and then the Jenkins plugin for ServiceNow DevOps to enable Jenkins features for version 1.19. If you upgrade the Jenkins plugin to version 1.19, you must upgrade both DevOps and DevOps Integrations applications to version 1.19 as well.

    After upgrading to version 1.19, there may be Jenkins orchestration tasks or pipeline executions shown in ServiceNow DevOps that are not enabled for DevOps. This behavior may occur because the setting to enable or disable the Jenkins pipeline for ServiceNow DevOps has been ported from Jenkins to DevOps.

    After upgrading to version 1.21, these exceptions apply to the cascade delete feature:
    • When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
    • A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

    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.

    ServiceNow now supports PowerShell 3.0 up to 5.1.

    Emergency Exposure Management

    The Outlook meetings and Location tracing systems are installed with version 1.6.2 of Emergency Exposure Management and are active by default. To use other tracing systems, you must activate the Contact Tracing, Workplace Safety Management, or Field Service Management applications, manually activate the tracing systems in those apps, and configure the corresponding data sources.

    If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

    Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

    Emergency Outreach

    Starting with version 1.4.1 of Emergency Outreach, the new Secure existing assessment instances fix script will be executed automatically for Outreach surveys when upgrading. The fix script populates the trigger_id and trigger_table fields in survey response tables, which filter Outreach-related survey responses. These responses will only be visible to users with the checkin_admin role and the assigned user. Users with the survey_reader, survey_creator, and survey_admin roles will not be able to see the Outreach-related survey responses unless they have the checkin_admin role, to maintain privacy. This applies to Outreach and Contact Tracing responses in the following tables:
    • asmt_assessment_instance
    • asmt_assessment_instance_question
    • asmt_metric_result

    ServiceNow®Contact Tracing surveys are visible to users with the contact_tracer or case_manager roles, and to users with the tracing_admin role through inheritance. For both Contact Tracing surveys and Outreach surveys, the user to whom the survey is assigned will be able to view survey responses regardless of their other roles.

    Emergency Self Report

    Starting in version 1.0.9, users can localize strings with the sn_imt_quarantine.crisisSubmitMessage and sn_imt_quarantine.openTasksInfoMessage properties, which were moved to the sn_imt_quarantine_emergency_self_report_ui_configuration table. If you didn't change the default English strings, the strings will be localized after you upgrade to version 1.0.9 or later.

    Employee Readiness Core

    Upgrading to version 1.1.0 and later of Employee Readiness Core requires the following plugins:
    • ServiceNow IntegrationHub Runtime [com.glide.hub.integration.runtime]
    • Flow Designer Action Step - Payload Builder [com.glide.hub.action_step.payload]
    • ServiceNow IntegrationHub Action Step - REST [com.glide.hub.action_step.rest]

    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.

    Governance, Risk, and Compliance (GRC)

    If you are upgrading Governance, Risk, and Compliance products, the initial New York versions are available immediately in your instance. Going forward, all updates to GRC products are only available in the ServiceNow Store.

    If you have previously installed GRC products and want an update from the ServiceNow Store, you do not need to activate the Dependencies plugins for GRC products before you install the product updates.

    When you download and install GRC products from the ServiceNow Store, dependency plugins are automatically activated. For example, when you activate the Policy and Compliance Management product, the Policy and Compliance Management Dependencies plugin is automatically activated.

    If you are activating Vendor Risk Management, you must activate the Vendor Risk Management Dependencies plugin before installing the core application. For more information, see Activate an entitled GRC ServiceNow Store application.

    If you have previously installed the GRC: Vendor Risk Management and GRC: SIG Questionnaire applications, and want to upgrade them to the New York release, be sure to update GRC: SIG Questionnaire first, as it will update all applications that use SIG, including GRC: Vendor Risk Management. If you update GRC: Vendor Risk Management first, be sure to manually update GRC: SIG Questionnaire after the GRC: Vendor Risk Management update is complete.

    HR Service Delivery

    • (Enterprise Onboarding and Transitions only) If you have lifecycle event activities with HR criteria, a new audience record will be created for that HR criteria and associated with the activity to define whether the activity should trigger for a lifecycle event case.
    • 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 case. Because Istanbul did not have this field, you must create a new document type or select an existing document type for your document templates. See Using document types with HR document templates.
    • When upgrading from any release prior to Kingston, and you have customizations that reference script includes:
      • You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
      • Refer to HR Service Delivery upgrade information.

    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:
    • MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
    • Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

    ServiceNow now supports PowerShell 3.0 up to 5.1.

    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:
    1. Stop all the MID Servers in the MID Server distributed cluster.
    2. Wait for all the MID Servers in the MID Server distributed cluster to be stopped.
    3. 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:
    1. Set the max_fetch_interval_min parameter to the time length that the connectors were down.
    2. 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:
      1. Navigate to Password Reset > Extensions > Credential Store Types.
      2. Select the instance.
      3. On the Password Reset Credential Store Types form, select Use Flow.
      4. Modify the subflows as needed. See Create IntegrationHub subflows to customize password reset processes.

    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.

    Policy and Compliance Management

    Starting with version 10.1, you can use the new policy exception capabilities in Policy and Compliance Management from within the ServiceNow® Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response. If you've already upgraded Vulnerability Response before Policy and Compliance Management, and you want to use this feature, perform the upgrade procedures again in the correct order.

    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:
      • Your existing Hybrid, Agile, or custom projects remain unchanged.
      • If there are only stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Agile execution type.
      • If there are only tasks associated with the project, then existing projects with the Null execution type are migrated to the Waterfall execution type.
      • If there are tasks and stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Hybrid execution type.

        After the migration of existing projects upon upgrade, the related lists and links on the Project form and widgets in the Analytics tab of the Planning Console also change based on the updated project execution type.

    • Portfolio Management:

      If you are upgrading Portfolio Management from a previous release and want to use Scenario Planning for PPM by installing from the ServiceNow Store, then you must make the following changes:
      • Remove the Portfolio Workbench module from the application navigator.
      • Remove the Portfolio Workbench related link from the Portfolio Form.
      • Use the Portfolio Planning related link or Portfolio Planning Workbench module to navigate to Portfolio Planning Workbench.
      All your existing selections of demands and projects for a portfolio appear as a default scenario when you open the Portfolio Planning Workbench. The Scenario Planning for PPM does not support budget forecasting and promotion. For more information, see Scenario Planning for PPM.

    Safe Workplace Dashboard

    Starting in the v1.3.1 release, the accuracy of the data in the New Confirmed COVID-19 Cases chart has been improved. The original Performance Analytics indicators were replaced with standard reports based on daily data already available in the ServiceNow® COVID-19 Global Health Data Set application. This change also corrects the report to include state data without city or county information. Other areas of the Safe Workplace Dashboard still rely on Performance Analytics (PA) indicators.

    After upgrading to the v1.3.1 release, you can use the Map existing campus with locations fix script to create the initial mapping entries between the Campus [sn_wsd_core_campus] table and the Location [cmn_location] table. See Install the Safe Workplace Dashboard for more details.

    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 System Definition > Fix Scripts, 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 System Definition > Fix Scripts 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 Management

    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.

    Vendor Risk Management

    If you're upgrading from a previous version of Vendor Risk Management, you can begin using the Vendor Risk Management new features immediately. All updates to Vendor Risk Management are available only 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're upgrading to GRC: Vendor Risk Management v10.0.2, a new version of the Vendor Assessment Portal (GRC: Vendor Portal v10.0.2) is automatically loaded as a dependency application. For more information, see GRC: Vendor Risk Management v10.0.02 upgrade details.

    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, the initial New York version is available immediately in your instance. All production 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've previously installed Vulnerability Response, you don't need to install the Vulnerability Response Dependencies (com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.

    Starting with version 10.1, you can use new policy exception capabilities in GRC: Policy and Compliance Management from within v10.3 of the Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response. If you've already upgraded Vulnerability Response before Policy and Compliance Management, and you want to use this feature, perform the upgrade procedures again in the correct order. For more information, see Allow policy exception requests from other applications.

    Version 10.0: If you perform an upgrade to v10.0 and the VI age is not displayed in the Vulnerable Items list view and in the Age and Age closed fields on active VI (VIT) records in Days/Hours/Minutes (9 Days, 18 Hours, 29 Minutes) format, the Age column is not current in your instance. For more information about how to resolve this issue after an upgrade, see KB0749231.

    Upgrade information from version 10.0, or version 9.0 to version 10.3: The process described in KB0819117 to create change requests and use change management with ITSM legacy Change Management plugins is now fully supported.

    If you update from Vulnerability Response v7.0 or v8.0 to Vulnerability Response v9.0 or v10.0, you must install all the plugins listed under Dependencies & Licensing > App Dependency in the ServiceNow Store prior to installing Vulnerability Response.

    For detailed information on upgrade from Kingston or London to Vulnerability Response, 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.

    Version 10.0: The Vulnerability Group Rules (VGR) form views have been revised. If you have customized your rules form, the new fields are not available and your customized version may no longer work to create new rules. Customization prevents some updates from taking place. Existing customized rules still work; however they are displayed in the new form. To use the new form fields after upgrade, see KB0815967 for instructions on enabling the new form.

    Version 9.0: Ignore some configuration item (CI) classes by setting the ignoreCIClass [sn_sec_cmn.ignoreCIClass] system property. While this property is present after upgrade it does not work automatically. For upgrade instructions on how to enable this functionality, see KB0788209.

    Integration upgrade information
    • Rapid7 Vulnerability Integration

      Version 9.0: Before you upgrade, ensure each of the CI Lookup Rules is Order values is unique. If there are CI Lookup Rules with the same Order value, they may not upgrade correctly. After upgrade, the Rapid7 InsightVM lookup rules are assigned new Order values. Rapid7 Data Warehouse Order values remain the same. See KB0786526 for more information.

      Version 9.0: If the Create CVE entry check box in the configuration page was cleared 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, and so on, rely on the import of CVEs and do not work effectively without them.

      Version 9.0: If you have customized CI Lookup Rules for Rapid7 InsightVM in a previous version, you need to redo them in version 9.0. CI Lookup Rules for Rapid7 InsightVM are not carried forward during upgrade. See KB0786526 for information on updating the rules.

      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.

    Workplace Safety Management

    The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The Emergency Exposure Management application is required to use this tracing system.

    The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Pre- and post-upgrade tasks for various products

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 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

      • In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the fulfillment tasks that were completed before the transfer orders were upgraded are closed. For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for fulfillment and Prepare for shipment stages are closed because the tasks were completed before the upgrade.
        Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer order. Close these tasks to move the transfer order through the fulfillment process.

      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 Insights

      You upgrade Cloud Insights on the System Applications page. See Upgrade Cloud Insights to release 1.3 .

      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 Compliance

      Version 9.0: Adding or deleting test results from test result groups is not immediately available upon upgrade and must be added manually.

      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 KB0791819 for instructions to add this feature.

      If you are upgrading Configuration Compliance, the initial New York version (10.0) 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)

      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.

      Contact Tracing

      The following tracing systems are included in version 1.6.2 of Contact Tracing:
      • Badge reader
      • Employee daily log
      • Visitor log
      • Wi-Fi access log
      • Handheld/Wearables

      To use these tracing systems, you must manually activate them. Version 1.6.2 of Contact Tracing contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

      If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

      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:
      • Differences between homepages and responsive and non-responsive dashboards
      • Working with responsive dashboards
      If your instance requires non-responsive dashboard functionality, you can disable responsive dashboards.

      DevOps

      Note: DevOps versions up to 1.22 are supported in the New York release.

      To continue using Jenkins integrations after upgrading from version 1.11 or earlier, you must install the DevOps Integrations application from ServiceNow Store applications, and the Jenkins plugin for ServiceNow DevOps version 1.12 or later.

      Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

      After upgrading DevOps to version 1.12 or later, you must also upgrade the DevOps Insights application from ServiceNow Store applications.

      After upgrading the DevOps Insights application to version 1.14, you must also install the DevOps Insights dashboard using the Solution Library to complete the DevOps Insights upgrade.

      Starting with version 1.14, unless previously customized, you must activate and set the Run As credentials to System Administrator for DevOps scheduled job [DevOps] Daily Data Collection to collect daily Insights data.

      Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

      After upgrading from version 1.14 to version 1.15, the DevOps Insights dashboard Average Service Availability and Daily Service Availability widgets have been renamed to Average Service Availability - Last 30 days, and Service Availability Trend. Therefore, the original widgets (Average Service Availability and Daily Service Availability) can be manually deleted.
      Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.
      After upgrading to version 1.15, remove Open DevOps Change Request Aging and Open Non-DevOps Change Request Aging indicators from both [DevOps] Daily Data Collection and [DevOps] Historical Data Collection jobs to avoid related warnings or errors in the job log.
      Note: You must select DevOps Insights scope from the application picker to edit a job indicator.
      After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.
      • $(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
      • $(system.jobDisplayName) for classic pipelines

      After upgrading to version 1.19, you must upgrade the DevOps Integrations application, and then the Jenkins plugin for ServiceNow DevOps to enable Jenkins features for version 1.19. If you upgrade the Jenkins plugin to version 1.19, you must upgrade both DevOps and DevOps Integrations applications to version 1.19 as well.

      After upgrading to version 1.19, there may be Jenkins orchestration tasks or pipeline executions shown in ServiceNow DevOps that are not enabled for DevOps. This behavior may occur because the setting to enable or disable the Jenkins pipeline for ServiceNow DevOps has been ported from Jenkins to DevOps.

      After upgrading to version 1.21, these exceptions apply to the cascade delete feature:
      • When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
      • A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

      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.

      ServiceNow now supports PowerShell 3.0 up to 5.1.

      Emergency Exposure Management

      The Outlook meetings and Location tracing systems are installed with version 1.6.2 of Emergency Exposure Management and are active by default. To use other tracing systems, you must activate the Contact Tracing, Workplace Safety Management, or Field Service Management applications, manually activate the tracing systems in those apps, and configure the corresponding data sources.

      If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

      Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

      Emergency Outreach

      Starting with version 1.4.1 of Emergency Outreach, the new Secure existing assessment instances fix script will be executed automatically for Outreach surveys when upgrading. The fix script populates the trigger_id and trigger_table fields in survey response tables, which filter Outreach-related survey responses. These responses will only be visible to users with the checkin_admin role and the assigned user. Users with the survey_reader, survey_creator, and survey_admin roles will not be able to see the Outreach-related survey responses unless they have the checkin_admin role, to maintain privacy. This applies to Outreach and Contact Tracing responses in the following tables:
      • asmt_assessment_instance
      • asmt_assessment_instance_question
      • asmt_metric_result

      ServiceNow®Contact Tracing surveys are visible to users with the contact_tracer or case_manager roles, and to users with the tracing_admin role through inheritance. For both Contact Tracing surveys and Outreach surveys, the user to whom the survey is assigned will be able to view survey responses regardless of their other roles.

      Emergency Self Report

      Starting in version 1.0.9, users can localize strings with the sn_imt_quarantine.crisisSubmitMessage and sn_imt_quarantine.openTasksInfoMessage properties, which were moved to the sn_imt_quarantine_emergency_self_report_ui_configuration table. If you didn't change the default English strings, the strings will be localized after you upgrade to version 1.0.9 or later.

      Employee Readiness Core

      Upgrading to version 1.1.0 and later of Employee Readiness Core requires the following plugins:
      • ServiceNow IntegrationHub Runtime [com.glide.hub.integration.runtime]
      • Flow Designer Action Step - Payload Builder [com.glide.hub.action_step.payload]
      • ServiceNow IntegrationHub Action Step - REST [com.glide.hub.action_step.rest]

      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.

      Governance, Risk, and Compliance (GRC)

      If you are upgrading Governance, Risk, and Compliance products, the initial New York versions are available immediately in your instance. Going forward, all updates to GRC products are only available in the ServiceNow Store.

      If you have previously installed GRC products and want an update from the ServiceNow Store, you do not need to activate the Dependencies plugins for GRC products before you install the product updates.

      When you download and install GRC products from the ServiceNow Store, dependency plugins are automatically activated. For example, when you activate the Policy and Compliance Management product, the Policy and Compliance Management Dependencies plugin is automatically activated.

      If you are activating Vendor Risk Management, you must activate the Vendor Risk Management Dependencies plugin before installing the core application. For more information, see Activate an entitled GRC ServiceNow Store application.

      If you have previously installed the GRC: Vendor Risk Management and GRC: SIG Questionnaire applications, and want to upgrade them to the New York release, be sure to update GRC: SIG Questionnaire first, as it will update all applications that use SIG, including GRC: Vendor Risk Management. If you update GRC: Vendor Risk Management first, be sure to manually update GRC: SIG Questionnaire after the GRC: Vendor Risk Management update is complete.

      HR Service Delivery

      • (Enterprise Onboarding and Transitions only) If you have lifecycle event activities with HR criteria, a new audience record will be created for that HR criteria and associated with the activity to define whether the activity should trigger for a lifecycle event case.
      • 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 case. Because Istanbul did not have this field, you must create a new document type or select an existing document type for your document templates. See Using document types with HR document templates.
      • When upgrading from any release prior to Kingston, and you have customizations that reference script includes:
        • You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
        • Refer to HR Service Delivery upgrade information.

      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:
      • MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
      • Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

      ServiceNow now supports PowerShell 3.0 up to 5.1.

      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:
      1. Stop all the MID Servers in the MID Server distributed cluster.
      2. Wait for all the MID Servers in the MID Server distributed cluster to be stopped.
      3. 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:
      1. Set the max_fetch_interval_min parameter to the time length that the connectors were down.
      2. 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:
        1. Navigate to Password Reset > Extensions > Credential Store Types.
        2. Select the instance.
        3. On the Password Reset Credential Store Types form, select Use Flow.
        4. Modify the subflows as needed. See Create IntegrationHub subflows to customize password reset processes.

      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.

      Policy and Compliance Management

      Starting with version 10.1, you can use the new policy exception capabilities in Policy and Compliance Management from within the ServiceNow® Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response. If you've already upgraded Vulnerability Response before Policy and Compliance Management, and you want to use this feature, perform the upgrade procedures again in the correct order.

      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:
        • Your existing Hybrid, Agile, or custom projects remain unchanged.
        • If there are only stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Agile execution type.
        • If there are only tasks associated with the project, then existing projects with the Null execution type are migrated to the Waterfall execution type.
        • If there are tasks and stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Hybrid execution type.

          After the migration of existing projects upon upgrade, the related lists and links on the Project form and widgets in the Analytics tab of the Planning Console also change based on the updated project execution type.

      • Portfolio Management:

        If you are upgrading Portfolio Management from a previous release and want to use Scenario Planning for PPM by installing from the ServiceNow Store, then you must make the following changes:
        • Remove the Portfolio Workbench module from the application navigator.
        • Remove the Portfolio Workbench related link from the Portfolio Form.
        • Use the Portfolio Planning related link or Portfolio Planning Workbench module to navigate to Portfolio Planning Workbench.
        All your existing selections of demands and projects for a portfolio appear as a default scenario when you open the Portfolio Planning Workbench. The Scenario Planning for PPM does not support budget forecasting and promotion. For more information, see Scenario Planning for PPM.

      Safe Workplace Dashboard

      Starting in the v1.3.1 release, the accuracy of the data in the New Confirmed COVID-19 Cases chart has been improved. The original Performance Analytics indicators were replaced with standard reports based on daily data already available in the ServiceNow® COVID-19 Global Health Data Set application. This change also corrects the report to include state data without city or county information. Other areas of the Safe Workplace Dashboard still rely on Performance Analytics (PA) indicators.

      After upgrading to the v1.3.1 release, you can use the Map existing campus with locations fix script to create the initial mapping entries between the Campus [sn_wsd_core_campus] table and the Location [cmn_location] table. See Install the Safe Workplace Dashboard for more details.

      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 System Definition > Fix Scripts, 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 System Definition > Fix Scripts 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 Management

      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.

      Vendor Risk Management

      If you're upgrading from a previous version of Vendor Risk Management, you can begin using the Vendor Risk Management new features immediately. All updates to Vendor Risk Management are available only 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're upgrading to GRC: Vendor Risk Management v10.0.2, a new version of the Vendor Assessment Portal (GRC: Vendor Portal v10.0.2) is automatically loaded as a dependency application. For more information, see GRC: Vendor Risk Management v10.0.02 upgrade details.

      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, the initial New York version is available immediately in your instance. All production 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've previously installed Vulnerability Response, you don't need to install the Vulnerability Response Dependencies (com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.

      Starting with version 10.1, you can use new policy exception capabilities in GRC: Policy and Compliance Management from within v10.3 of the Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response. If you've already upgraded Vulnerability Response before Policy and Compliance Management, and you want to use this feature, perform the upgrade procedures again in the correct order. For more information, see Allow policy exception requests from other applications.

      Version 10.0: If you perform an upgrade to v10.0 and the VI age is not displayed in the Vulnerable Items list view and in the Age and Age closed fields on active VI (VIT) records in Days/Hours/Minutes (9 Days, 18 Hours, 29 Minutes) format, the Age column is not current in your instance. For more information about how to resolve this issue after an upgrade, see KB0749231.

      Upgrade information from version 10.0, or version 9.0 to version 10.3: The process described in KB0819117 to create change requests and use change management with ITSM legacy Change Management plugins is now fully supported.

      If you update from Vulnerability Response v7.0 or v8.0 to Vulnerability Response v9.0 or v10.0, you must install all the plugins listed under Dependencies & Licensing > App Dependency in the ServiceNow Store prior to installing Vulnerability Response.

      For detailed information on upgrade from Kingston or London to Vulnerability Response, 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.

      Version 10.0: The Vulnerability Group Rules (VGR) form views have been revised. If you have customized your rules form, the new fields are not available and your customized version may no longer work to create new rules. Customization prevents some updates from taking place. Existing customized rules still work; however they are displayed in the new form. To use the new form fields after upgrade, see KB0815967 for instructions on enabling the new form.

      Version 9.0: Ignore some configuration item (CI) classes by setting the ignoreCIClass [sn_sec_cmn.ignoreCIClass] system property. While this property is present after upgrade it does not work automatically. For upgrade instructions on how to enable this functionality, see KB0788209.

      Integration upgrade information
      • Rapid7 Vulnerability Integration

        Version 9.0: Before you upgrade, ensure each of the CI Lookup Rules is Order values is unique. If there are CI Lookup Rules with the same Order value, they may not upgrade correctly. After upgrade, the Rapid7 InsightVM lookup rules are assigned new Order values. Rapid7 Data Warehouse Order values remain the same. See KB0786526 for more information.

        Version 9.0: If the Create CVE entry check box in the configuration page was cleared 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, and so on, rely on the import of CVEs and do not work effectively without them.

        Version 9.0: If you have customized CI Lookup Rules for Rapid7 InsightVM in a previous version, you need to redo them in version 9.0. CI Lookup Rules for Rapid7 InsightVM are not carried forward during upgrade. See KB0786526 for information on updating the rules.

        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.

      Workplace Safety Management

      The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The Emergency Exposure Management application is required to use this tracing system.

      The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login