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 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: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:
|
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: 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:
- 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.
|
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:
-
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 , 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 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 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.
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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.
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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. |