Advanced Risk | If you're upgrading from a previous version of Advanced Risk, you can begin using the Advanced Risk new
features immediately. All updates to Advanced Risk are only available in
the ServiceNow Store. Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to Activate a ServiceNow Store application. If you've previously activated Advanced Risk, you
don't need to activate the Risk Management Dependencies (com.snc.grc_risk_dep) plugin prior
to activating the Advanced Risk update. |
Automated Test Framework | Copy and customize quick start tests
provided by the Now Platform® 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. |
Change Management | After you upgrade, you can choose to use the new
conflict detection property change.conflict.allow_contiguous_changes to
handle contiguous change schedules that result in conflicts. By default, for upgrade
customers, this property is set to false. |
Cloud Insights | You upgrade Cloud Insights by upgrading each required
app. Cloud Insights release 1.1 is supported
on New York and Orlando
platforms. See Upgrade Cloud Insights from release
1.0 to release 1.1. |
Cloud Management |
- Upgrading from any version of Cloud Management
version 2 (starting in Kingston) is
supported.
- Catalog items created from cloud-native templates in releases prior to Kingston are treated as blueprint-based catalog items. As a result, you
cannot modify the underlying template. There is no workaround.
|
Coaching | The Recommendations module name has
been changed to Trainings. The Recommendation
History module name has been changed to Training
History. You can see these changes after you upgrade to the current
release. |
Configuration Compliance | Adding or deleting test results from test result groups is
not immediately available when you upgrade and must be added manually. See KB0539771 for instructions to add this feature. If you are upgrading Configuration Compliance,
the initial Orlando version is available immediately in your
instance. Going forward, all updates to Configuration Compliance are only available
in the ServiceNow Store. If you have previously installed Configuration Compliance and want an update from the ServiceNow Store, you do
not need to activate the Configuration Compliance Dependencies (com.snc.vulc_dep)
plugin before you install the Configuration Compliance update. Application administration is not
enabled by default in Configuration Compliance for upgrades. If you add custom
tables that rely on inherited ACLs, you must recreate the ACLs in that custom table. If you
add custom roles or custom ACLs, and you enable Application
administration, retest those roles and ACLs after upgrading. Ensure that the
assignable by attribute on the roles is set correctly to enable
access to application administration. Note:
Once enabled, Application administration cannot be
disabled.
Integration upgrade information
-
Qualys Vulnerability Integration
When you upgrade from any existing Qualys Vulnerability Integration, the newly
created Host List Integration record matches the active flag on the corresponding Host
Detection Integration record for that Qualys instance.
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.
To reduce the upgrade time, if you have the Qualys product or a
third-party integration installed, delete all attachments on your integration data
sources. You can find the attachments by navigating to and searching by integration. See
Manage attachments for
more information.
|
Configuration Management Database (CMDB) | After upgrading to Orlando, CMDB
configuration items (CIs) in Agent Workspace appear by default in the new
CMDB Workspace form view instead of the Workspace form view. If you customized the Workspace
form view for any CMDB class, you can set that class to continue to appear in the customized
Workspace form view.
- Navigate to .
- In the Workspace View Rules list view, select the table that you want to continue to
view using the customized Workspace form view.
- Click the Lookup using list icon
 of the View field. Then select
Workspace in the UI Views dialog box.
- Click Update.
|
Customer Service Management | Upgrade customers using Proactive Customer
Services with Event Management integration must activate the Proactive Customer Service
Operations with Event Management plugin (com.snc.proactive_cs_itom) to use the real-time
service health feature. Upgrade customers using the machine
learning prediction functionality must activate the Predictive Intelligence for Customer
Service Management plugin (com.snc.csm_ml). This plugin is not activated automatically after
upgrading to the Orlando release. For customers using the machine learning prediction
functionality:
- If the Customer Service (com.sn_customerservice) and Predictive Intelligence
(com.glide.platform_ml) plugins have been activated prior to upgrade, the Predictive
Intelligence for Customer Service Management plugin (com.snc.csm_ml) is activated
automatically after upgrading to the Orlando release.
- If these plugins have not been activated prior to upgrade, you must activate the
Customer Service Management plugin (com.snc.csm_ml) after upgrading to the Orlando
release.
|
Discovery | If you already have Discovery and plan
to upgrade to the Orlando release, the Discovery and
Service Mapping Patterns (com.sn_itom_pattern) plugin version 1.0.52 are
automatically installed when you upgrade to Orlando.
ServiceNow now supports PowerShell 3.0
up to 5.1. |
Document Viewer | The Document Viewer plugin
(com.snc.documentviewer) is activated by default during the upgrade to the Orlando release. |
Dynamic Translation | When you upgrade from New
York, migrate to version v2 to use subflows with complex objects. For information on
migrating to version v2, see Migrate to version v2. If you modified the google_auth_setup_page UI page on
your instance, after you upgrade to Orlando you might get a Page
not found error. To avoid this error, see KB0781546 before you upgrade. |
Flow Designer | The Flow Designer support for the Service Catalog
(com.glideapp.servicecatalog.flow_designer) plugin activates during the upgrade to Orlando. |
| Governance, Risk, and Compliance |
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.
|
HR Service Delivery | If you are upgrading from any release
prior to Kingston and you have customizations that reference script includes, you might
experience issues with Restricted Caller Access (RCA) errors. For more information, refer to
HR Service Delivery upgrade
information. |
ITOM Optimization | If you already have Discovery and plan
to upgrade to the Orlando release, the Discovery and
Service Mapping Patterns (com.sn_itom_pattern) plugin version 1.0.52 are
automatically installed when you upgrade to Orlando. |
ITOM Visibility | If you already have Discovery and plan
to upgrade to the Orlando release, the Discovery and
Service Mapping Patterns (com.sn_itom_pattern) plugin version 1.0.52 are
automatically installed when you upgrade to Orlando. To correctly discover cloud resources on your
infrastructure, install the October 2019 (1.0.53) or the latest available
release of the Discovery and Service Mapping Patterns (com.sn_itom_pattern)
plugin from the ServiceNow Store.
ServiceNow now supports PowerShell 3.0
up to 5.1. |
ITSM Virtual Agent | Migrating ITSM Virtual Agent
topics: Conversation topics created in the New York release are fully
supported in this release and do not change during
an
upgrade. After
upgrading,
you can continue to develop and use
NLU or
keyword-based topics. For more information regarding upgrading, refer to Virtual Agent release notes. In this release, the default text in the
predefined Greeting setup topic has been updated. To apply the updated Greeting setup topic
to your conversations, after
upgrading,
delete the following system properties for the original Greeting setup topic:
- com.glide.cs.general.welcome_message
- com.glide.cs.general.top_selection_message
After you delete these properties, the system automatically applies the updated
default Greeting to all your conversation topics. |
IntegrationHub |
-
Client Software Distribution (CSD) now uses ServiceNow®
Flow Designer flows and subflows to automatically deploy and revoke
software instead of workflows. If you're using Microsoft System Center
Configuration Management (SCCM) as a provider to perform CSD operations, the following
changes may apply:
- If you have not customized any base system Client Software Distribution workflows, the instance uses Flow Designer flows and subflows to perform Client Software Distribution operations by default instead of
workflows. Enable or disable the Use Flow option to use
workflows or flows.
- If you have customized base system Client Software Distribution
workflows, the system continues to use the selected workflows by default.
|
Investment Funding | After you upgrade, the new release makes the
following changes to your existing investment and funding records:
- Populates source investments on all fund requests. If a source investment does not
exist, the system creates one and associates it to the request.
- Updates the state of all fund requests from On-hold to Requested.
- Creates and associates fund records to fund requests in the Requested state.
- Searches for and associates fund records that correspond to requests for funds if
those requests are in the Planning state.
If you have multiple generic investments and
pending fund requests, then as a fund allocator you must associate each pending request with
one of the generic investments. |
Knowledge Management | The Knowledge Management with KCS plugin
(com.glideapp.knowledge2) was deprecated in the Madrid release and support
for this plugin is available until the Orlando release only. Note: 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 uses a supported JRE (minimum version 1.8.0_161):
- If a MID Server is using an unsupported version of the
Java Runtime Environment (JRE) when it upgrades, the upgrade process replaces that JRE
with the OpenJDK 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.
All MID Server host machines
require access to the download site at install.service-now.com to
enable auto-upgrades. For additional details, learn how the system manages MID Server upgrades. Firewalls and
proxy configurations may block calls to the OCSP Entrust server, which prevents the MID
Server from working. You may need to make changes to your firewall permissions to allow the
OCSP traffic to go through properly. For more information and suggested resolutions, see the
HI Knowledge Base article [KB0813636]. 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
cannot start. See MID Server fails to start for
more information.
ServiceNow now supports PowerShell 3.0
up to 5.1. |
Platform Security | Starting with the Madrid
release, if you don't have the Security Jump Start (ACL Rules) plugin
(com.snc.system_security) activated, you must add explicit create/write ACLs on the
sys_dictionary table to allow admin access to that table. |
Policy and Compliance Management | If you're upgrading from a previous version of
Policy and Compliance Management, you can begin using the Policy and Compliance Management
new features immediately. All updates to Policy and Compliance Management are only available
in the ServiceNow® Store. Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to Activate a ServiceNow Store application. If you've previously installed Policy and Compliance Management, you don't need to install the Policy and Compliance Management Dependencies (com.snc.grc_policy_dep) plugin prior to installing the Policy and Compliance Management update. |
Predictive Intelligence | After upgrades and deployments of new
applications or integrations, run quick start tests to verify that Predictive Intelligence still works. If you customized Predictive Intelligence, copy the quick start tests and configure them for your customizations. |
Project Status | If you are upgrading from New York to Orlando, uninstall the New York PPM Mobile
plugin (com.sn_ppm_mobile) and activate the new Project Status Report from ServiceNow Store. |
Search administration | When you upgrade to the new V4 indexing format,
you can save time by not having to reindex again. After an upgrade, search relevancy
improves in result sets with multiple sources, such as the Service Portal and
the Now Mobile app. For more details about the V4 indexing upgrade,
see Configure multiple tables for indexing
and searching |
Security Incident Response | If you're upgrading Security Incident Response
directly from theJakarta 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 across sightings searches
multiple Splunk instances. After you run the fix script, navigate to and deactivate the fix script. Don't run the script more than one time. |
Service Level Management | In the SLA definition form, a new
Flow field is added that allows you to select a flow activity which
runs for all task SLAs associated with it. On upgraded instances, the
Flow and Workflow fields are both available
but only one type of activity can be used. |
Service Mapping | During upgrades to the Orlando release, the September 2019 (1.0.52) release of ServiceNow®
Discovery and Service Mapping pattern content 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 Orlando before
upgrading to the Orlando release. To correctly discover cloud resources on your
infrastructure, install the October 2019 (1.0.53) or the latest available
release of the Discovery and Service Mapping Patterns (com.sn_itom_pattern)
plugin from the ServiceNow Store.
ServiceNow now supports PowerShell 3.0
up to 5.1. |
Skills Management | When you upgrade to Orlando, every time you create a new skill level type, the
Default skill level is associated with it. You can change the skill
level after you make the upgrade. |
Software Asset Management | Revert customizations after installing Software Asset Management for the first time, or upgrading
from the Software Asset Management Foundation (com.snc.sams)
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. File customizations are returned to the base configuration that was skipped
during the installation or upgrade process. For more information, see Revert Software Asset Management
customizations.
Note: If you upgrade to the Software Asset Management
Professional (com.snc.samp) plugin from the Software Asset Management
(com.snc.software_asset_management) plugin, you can't revert to the Software Asset Management (com.snc.software_asset_management) plugin.
For more upgrade information, see Software Asset Management upgrade information. |
Vendor Manager Workspace | In this release, a new vendor score metric
model uses the Vendor Score automated indicator to calculate vendor scores.
- To migrate the Vendor Score formula indicator data in the previous release to the
automated indicator, you must run the VMW Migrate Vendor Score
scheduled job.
Note: This scheduled job may take a few hours to run depending on how
much data is to be migrated. When you run this scheduled job, users on Vendor Manager Workspace may see discrepancies in the data during the migration
process. Make sure that you run this scheduled job during non-production hours, so you
don't impact your users. The updated data is available when the scheduled job is
completed.
- The default IT Services Vendor Score Metric
Model is automatically
assigned to vendors with a vendor manager or if the vendor has at least one service
offering.
|
Virtual Agent |
-
Migrating the chat branding configuration: This release supports multiple branding
configurations for the web-based chat client. When you upgrade to this release, your
existing branding configuration is preserved as the default configuration.
After you upgrade, you can view the default configuration in the Brandings
[sys_cs_branding_setup_list] table. You can also create additional chat branding
configurations if your instance supports multiple customers and brands. For details,
see Configure chat
branding.
-
Migrating Virtual Agent topics: Conversation topics
that are created in the New York release are fully supported in this
release and do not change during the upgrade. After the upgrade, you can continue to
develop topics that use Natural Language Understanding or keywords for topic
discovery.
In this release, the default text in the predefined Greeting setup topic has been
updated. To apply the updated Greeting setup topic to your conversations, after
upgrading, delete the following system properties for the original Greeting setup
topic:
- com.glide.cs.general.welcome_message
- com.glide.cs.general.top_selection_message
After you delete these properties, the system automatically applies the updated
default Greeting setup topic to all your conversation topics.
- Migrating credentials for the IBM Watson
Assistant Intent and Entity Integration: If you are using this integration, the
upgrade process automatically updates the Connection and Credential Alias records with
your IBM Watson credentials used by Virtual Agent.
|
Vulnerability Response | If you're upgrading from a previous version of Vulnerability Response, the initial Orlando version is available
immediately in your instance. All updates to Vulnerability Response are only available in
the ServiceNow® Store. Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to Activate a ServiceNow Store application. If you've installed a version of Vulnerability Response prior to
Madrid, you don't need to install the Vulnerability Response Dependencies
(com.snc.vul_dep) plugin prior to installing the Vulnerability Response update. For detailed information on upgrading 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. Integration upgrade information
- Rapid7 Vulnerability Integration
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, rely on the import of Common Vulnerability and Exposure (CVEs)
and do not work effectively without them. 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 won't work properly. See KB0751331 to add the nexpose_id to the SQL
import query. Note: This condition exists for a Rapid7 Nexpose data
warehouse upgrade or to migrate from the Rapid7 Nexpose data
warehouse to Rapid7 InsightVM.
-
Qualys Vulnerability Integration
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.
|
