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

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

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

DevOps

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 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.

Discovery

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

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

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

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

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

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.

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

Password Reset

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

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

Service Portal

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.

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 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

Vulnerability Response

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.

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.