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Upgrade information for all Orlando features and products

Cumulative release notes summary on upgrade information for Orlando features and products.

Before you upgrade to Orlando, review the upgrade information for any products you may have. Some products require you to complete specific tasks before you upgrade.


Application or feature	Details
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	Cloud Insights release 1.2 is supported on New York, Orlando, and Paris platforms. See Orlando release: Upgrade Cloud Insights to release 1.2 .
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. 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. 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 Version 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. 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. Version 9.0: 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 System Import Sets > Administration > Data Sources 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 Workspace Experience > Forms > Workspace View Rules. 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.
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.
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 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.
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: 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. Note: If you want to use flows, ensure that you create and configure the required Connection and Credential alias for SCCM deployments. 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. 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: MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade. Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.
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.
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 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 across sightings searches multiple Splunk instances. After you run the fix script, navigate to System Definition > Fix Scripts 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 (10.0) 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. 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. 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 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. 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 requests from other applications. 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.

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Upgrade information for all Orlando features and products

Cumulative release notes summary on upgrade information for Orlando features and products.

Before you upgrade to Orlando, review the upgrade information for any products you may have. Some products require you to complete specific tasks before you upgrade.


Application or feature	Details
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	Cloud Insights release 1.2 is supported on New York, Orlando, and Paris platforms. See Orlando release: Upgrade Cloud Insights to release 1.2 .
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. 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. 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 Version 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. 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. Version 9.0: 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 System Import Sets > Administration > Data Sources 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 Workspace Experience > Forms > Workspace View Rules. 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.
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.
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 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.
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: 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. Note: If you want to use flows, ensure that you create and configure the required Connection and Credential alias for SCCM deployments. 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. 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: MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade. Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.
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.
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 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 across sightings searches multiple Splunk instances. After you run the fix script, navigate to System Definition > Fix Scripts 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 (10.0) 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. 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. 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 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. 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 requests from other applications. 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.

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