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. |
Audit Management | If you're upgrading from a previous version of Audit Management, you can begin using the Audit Management new features
immediately. All updates to Audit 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 Audit Management,
you don't need to install the Audit Management Dependencies (com.snc.grc_audit_dep)
plugin prior to installing the Audit Management update. |
Authentication | 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. |
Automated Test Framework (ATF) | 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.
- Before upgrading to latest version,
the recommended approach to upgrade is to make sure all widgets are reverted to OOB
after upgrade, and clear the cache for all browsers that access the CAB
Workbench.
|
Cloud Insights 1.3 |
Upgrade to
Cloud Insights 1.3
|
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 | If you are upgrading Configuration Compliance, the
initial Orlando version (10.0) is available immediately in your instance. Going forward, all
updates to Configuration Compliance are only available in the ServiceNow Store. For
more information about released versions of the Configuration Compliance
application, compatibility with Orlando, and schema changes, see
KB0856498 Vulnerability Response Compatibility Matrix and Release Schema
Changes. 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. Table 1. Upgrade information for Versions 8.0 through 11.1 of Configuration Compliance to Orlando
| Version |
Upgrade description |
| 11.1 |
Certified for Orlando in the ServiceNow Store. Use the Identification and Reconciliation Engine (IRE) to create new CIs
when an existing CI cannot be matched with a host imported from a third-party
scanner. Note the following changes:
- The CMDB CI Class Models application dependency is installed automatically
with v 12.1 of Vulnerability Response for the new CMDB classes. This
dependency may take some time to install.
- As part of the CMDB CI Class Models application, two new classes,
Unclassed Hardware and Incomplete IP Identified
Device, replace the Unmatched CI class when
unmatched CIs are created.
- Incomplete IP Identified Device is used only when the IP
address in the host information is received from the scanner.
- Unclassed Hardware is used when at least one additional
attribute, for example, DNS, netBIOS, or MAC_ADDRESS, included with the IP
address in the host information received from the scanner.
- Dependent CI (Network Adaptor and
IP Address) is created when both the IP address and MAC
address are in the payload received from the scanner.
|
| 11.0 |
Certified for Orlando in the ServiceNow Store. |
| 10.0-10.3 |
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. |
| 9.0 |
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. |
| 9.0 |
Adding or deleting test results from test result groups is not immediately
available upon upgrade and must be added manually. See KB0860844 for more information. |
| 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. 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. |
| 8.0 |
If you've previously installed Configuration Compliance and want an
update from the ServiceNow Store, you don't need to activate the
Configuration Compliance Dependencies (com.snc.vulc_dep) plugin before you install
the Configuration Compliance update. |
|
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.
|
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. |
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.
|
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 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 | 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. |
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]
|
Flow Designer | The Flow Designer support for the Service Catalog
(com.glideapp.servicecatalog.flow_designer) plugin activates during the upgrade to Orlando. Update any actions and scripts that look for null
values within complex objects. Replace the string value "null" with the
null data type. See Complex data for
more information about null values. |
Governance, Risk, and Compliance | If you are upgrading Governance, Risk, and Compliance products, the initial
Orlando 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 have previously installed the GRC: Vendor Risk Management and GRC: SIG
Questionnaire applications, and want to upgrade them to the Orlando
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 | 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:
|
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. To enhance security, the MID Server
performs a certificate check on communications with ServiceNow using
the OCSP protocol. Firewalls and proxy configurations may block calls to the OCSP
Entrust server, which prevents the MID Server from working. You may need to change your
firewall permissions so the OCSP traffic to go through properly. For more information and
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. For more information about MID
Server upgrades, see: |
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. 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 | 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 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 application does not support budget forecasting and
promotion. For more information, see Scenario Planning for PPM. |
Project Status Report app | 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. |
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. |
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 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 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.
|
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'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'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 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. Versions 9.0 (platform upgrade only), 10.0, 10.3, 11.0, 12.0,
12.1 and 12.2 of Vulnerability Response are compatible with Orlando. All updates to Vulnerability Response are only available in the ServiceNow® Store. For detailed information about upgrading from a previous
version of Vulnerability Response see, Vulnerability
Response upgrade information. 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. |
Vulnerability Response integrations | For upgrade information about third-party
applications that are supported by Vulnerability Response, see Vulnerability Response integrations upgrade information. Versions 9.0 (platform upgrade
only), 10.0, 10.3, 11.0, 12.0, 12.1 and 12.2 of Vulnerability Response are compatible with
Orlando. For the release notes for the Vulnerability Response
application, see Vulnerability Response release notes. For more information about released
versions of the Vulnerability Response application and third-party applications,
compatibility with Orlando, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema
Changes. |
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. |
