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.
Orlando
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 upgrade process applies
only to applications that are downloaded to production instances. If you're
downloading applications to non-production or development instances, it's not
necessary to get entitlements. For more information, see
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 before you activate
the Advanced Risk update.
Paris
Advanced Work Assignment
If you are using Connect Support and want to move to Advanced Work
Assignment and Agent Chat , see Migrate from Connect Support to AWA and
Agent Chat .
Madrid
Advanced Work Assignment
If you are using Connect Support and want to move to
Advanced Work Assignment and Agent Chat , see Migrate from Connect Support to
Advanced Work Assignment and Agent Chat .
New York
Agent Intelligence
These ML Solution Definition templates are deprecated in the
Madrid
release and are replaced by a Classification Template:
Assignment Template
Category Template
Priority Template
This new template prompts you to choose specific record fields that you
can use to build a classification solution.
If you upgrade to the Madrid release and you have existing solutions
that use one of these deprecated templates, you must update and retrain the
solutions to use the new Classification Template. For more information on how to
update these solutions in Madrid , see Create and train a classification
solution .
Madrid
Agent Workspace
For the New York release, you can use the Declarative Actions
framework to exclude New UI actions, instead of adding
tables to the New Button List Exclusions [sys_aw_crud_exclusions] table. A
migration script runs when you upgrade your instance, so any tables in the New
Button List Exclusions [sys_aw_crud_exclusions] table migrate to the new
framework. If you want to exclude additional tables, use the Action Assignment
module.
If your instance partially upgrades from the Madrid release to the
New York release, your instance runs Agent Workspace on the
Madrid release.
New York
Antivirus Scanning
Antivirus Scanning scans all the document types that are supported by
the Now Platform® in New York . Some
attachments might be unavailable for downloading if the security scan fails, or
if the attachment is vulnerable.
New York
Asset Management
Warning: If you upgrade to Software Asset Management Foundation plugin (com.snc.sams) from Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert back to Software Asset Management plugin
(com.snc.software_asset_management).
London
Asset Management
New York
Asset Management
New system properties are added in the
Paris
release.
The system property glide.create_alm_asset.async
controls whether assets are created immediately when a configuration item
(CI) is created, or are created after a delay. A delay in asset creation
allows large numbers of CIs to be created quickly. When this property is set
to true , assets are created by a scheduled job that
runs every 15 minutes. When this property is set to
false , assets are created immediately.
The system property glide.asset.create_ci_with_ire
enables CIs to be created from assets using the ServiceNow®
Configuration Management Database
(CMDB) Identification and Reconciliation engine (IRE). This property
affects CI classes that have an identification rule on serial number and
have no dependent relationships.
The default value of the properties is
true if you
are a new user on
Paris . The default value of
the properties is
false if you are upgrading to
Paris from an earlier release. Before updating
these properties, review
Asset and CI management .
Paris
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.
Orlando
Authentication
If you are upgrading an instance that uses the Multi-SSO plugin for SAML, you
should reference KB0756504 before you upgrade.
New York
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.
Orlando
Authentication
When you upgrade to the
Paris release, you
must enable a blacklist property to enforce the explicit assignment of
snc_external roles. This property works with the new self-registration feature.
The property
glide.security.explicit_roles.enable_internal_user_blacklist
must be set to true by the admin role.
Note: For a new or zBooted instance, this
property is already set to true.
Paris
Automated Test Framework
London
Automated Test Framework
Copy and customize ServiceNow -provided quick start tests to
validate that your instance still works after you make any configuration
changes such as apply an upgrade or develop an application.
Quick start tests are disabled and read-only test templates. By default,
they only produce a pass result when you run them with the default demo data
that is provided with the application or feature plugin. To make quick start
tests produce a pass result when you run them with your instance-specific
data, copy and configure them to use your instance data. See Available quick start tests by
application or feature .
The Run Server Side Script test step supports version
3.1 of the Jasmine testing framework. You can upgrade individual test steps from
Jasmine version 1.3 to Jasmine version 3.1. See Run Server Side Script .
Madrid
Automated Test Framework
Copy and customize ServiceNow platform-provided quick start tests
to validate that your instance works after you make any configuration changes.
For example, if you apply an upgrade or develop an application.
The tests can only produce a pass result when you run them with the default
demo data that's provided with the application or feature plugin. To apply a
quick start test to your instance-specific data, copy the quick start test and
add your custom data. See Available quick start tests by
application or feature .
New York
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 .
Orlando
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 on a base system
without any customizations and with the default demo data that is 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 .
Paris
Change Management
After you upgrade, you can:
Use the new
com.snc.change_management.enforce_data_requirements
property that provides additional controls along with the existing UI policy
and client scripts. When true, it ensures that any updates made from a
change request form, such as Workflow, REST/SOAP, JavaScript, or GlideRecord
updates adhere to the same mandatory data requirements. This property is
installed with Change Management -
Core and is set to False by default for
upgrade customers. Change the property value to True
to use this feature.
Activate the Change Management - Approval Policy plugin so that you can
use the new change approval policies. Configuration details are described in
Change approval policy .
Before upgrading to Madrid
Patch 10 or later, 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.
Madrid
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.
Orlando
Change Management
After you upgrade, note the following:
Choose whether to use the
change.conflict.show_conflict_message property, which
enables you to show or hide the scheduling conflict message for a change
request. This property is included with the Change Management - Collision
Detector (com.snc.change.collision) plugin.
Enable and use the
com.snc.change_request.event.state_updated.enabled
property to generate the sn_change.state.updated event
when the state of a Change request is updated. By default, this property is
disabled.
Enable and use the
change.conflict.consolidated_conflicts property to
generate a comprehensive list of conflicts for an Affected CI when you check
conflicts for your change request.
Paris
Cloud Insights
Cloud Insights release 1.2 is supported on
New York , Orlando , and
Paris platforms.New
York : Upgrade Cloud Insights to
release 1.2
New York
Cloud Insights
Cloud Insights release 1.2 is supported on
New York , Orlando , and
Paris platforms.Orlando
release: Upgrade Cloud Insights to release
1.2
Orlando
Cloud Insights
Cloud Insights release 1.2 is supported on
New York , Paris , and Paris platforms.Paris
release: Upgrade Cloud Insights to release
1.2
Paris
Cloud Management
If you are upgrading to the current release, from a release prior to Jakarta
with the cloud plugins (com.snc.azure, com.snc.aws, and orchestration.vmware)
activated on your instance and you decide to activate the Cloud Management plugin (com.snc.cloud.mgmt), then
the cloud plugins activated prior to Jakarta may not work correctly. Do not use
the cloud plugins (com.snc.azure, com.snc.aws, and orchestration.vmware) because
they are deprecated. You must migrate all configurations, discovery schedules,
and catalog items to the post-Jakarta Cloud
Management plugin (com.snc.cloud.mgmt).
London
Cloud Management
If you are on Jakarta and above, an upgrade from any version of Cloud
Management platform version 2 (CMPv2) is supported.
Catalog items created based on cloud-native templates in releases prior to
Madrid on CMPv2, will be treated as blueprint-based catalog
items, which means that the underlying template cannot be modified.
Madrid
Cloud Management
Upgrade from any version of Cloud Management version 2 (starting
in the Kingston release) is supported.
Catalog items created from cloud-native templates in releases prior to the
Madrid release are treated as blueprint-based catalog items. As a
result, you cannot modify the underlying template. There is no
workaround.
New York
Cloud Management
Upgrading from any version of Cloud Management Kingston
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.
Orlando
Cloud Provisioning and Governance
The Cloud Provisioning and
Governance application is incompatible with and cannot be used
simultaneously with the legacy v1 Cloud
Management application. You can upgrade to the Cloud Provisioning and Governance
(previously Cloud Management ) application from
any version of Cloud Management v2, which was
introduced in the Jakarta release.
Paris
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.
Orlando
Configuration Compliance
Version 9.0: Adding or deleting test results from
test result groups is not immediately available upon upgrade and must be added
manually.
Version 9.0: The Assigned to
and Assignment group fields are not added to the
Test Results form and list view during upgrade and must
be added manually. See KB0791819 for instructions to add this feature.
Version 8.0: If you are upgrading Configuration Compliance the initial
Madrid version is available immediately in your instance. All updates
to Configuration Compliance are only available in the ServiceNow
Store .
Version 8.0: If you have previously installed
Configuration Compliance , and want an update from the ServiceNow
Store , you no longer need to activate the Configuration
Compliance Dependencies (com.snc.vulc_dep) plugin prior to installing the
Configuration Compliance update.
Madrid
Configuration Compliance
Version 9.0: Adding or deleting test results from test result groups is not
immediately available upon upgrade and must be added manually.
Version 9.0: The Assigned to and Assignment
group fields are not added to the Test Results form and list view
during upgrade and must be added manually. See KB0791819 for instructions to add this feature.
If you are upgrading Configuration Compliance , the initial New
York version (10.0) is available immediately in your instance. All
updates to Configuration Compliance are only available in the
ServiceNow Store .
Version 8.0: If you have previously installed Configuration
Compliance , and want an update from the ServiceNow Store , you no
longer need to activate the Configuration Compliance Dependencies
(com.snc.vulc_dep) plugin prior to installing the Configuration
Compliance update.
New York
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 and searching by integration. See Manage attachments for more
information.
Orlando
Configuration Compliance
If you're upgrading Configuration
Compliance , the initial Paris version
(10.0) is available immediately in your instance. Going forward, all updates to
Configuration Compliance are only
available in the ServiceNow Store .
Adding or deleting test results from test result groups is not immediately
available when you upgrade and must be added manually.
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.
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
Paris
Configuration Management Database (CMDB)
Upgraded instances include the new cmdb_read role. However, the system does not
enforce the requirement to use cmdb_read when an application reads data from the
cmdb_ci table hierarchy. For information about enforcing the usage of cmdb_read
after an upgrade and other related issues, see the New role to read data from CMDB [KB0694559] article in
the HI Knowledge Base.
The CMDB Workspace plugin (com.cmdb-workspace) is not activated in an upgraded
instance. Activate CMDB Workspace to get the functionality of CMDB Agent Workspace .
Madrid
Configuration Management Database (CMDB)
For pre-existing duplicate CIs, the master CI is unknown. The discovery data
source is also unknown because the discovery_source
attribute was set to ‘Duplicate’. After the upgrade, the
duplicate_of attribute for those duplicate CIs is set to
‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created health
inclusion rules for the duplicate metric. After the upgrade, create new
corresponding health inclusion rules to replace any pre-existing identification
inclusion rules that you used exclusively with the CMDB Health dashboards.
New York
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 .
Orlando
Configuration Management Database (CMDB)
During upgrade, data precedence rules are matched and then merged with
reconciliation rules, according to discovery sources. Reconciliation rules in
the Paris release are updated with discovery
source priorities from the data precedence rules, and the data precedence rules
are set as inactive.
Paris
Connect Support
If you're currently using Connect Support ,
you can continue to use it after upgrading. However, Connect Support no longer receives enhancements
or non-priority bug fixes. For details, see the Deprecations section.
If you activated Connect Support before
upgrading but did not use it, your fulfiller user interface defaults
automatically to ServiceNow®
Agent Workspace . You can change the fulfiller
interface to Connect Support using the Chat Setup form .
Paris
Customer Service Management
Create field-level ACL rules for some of the fields on the Contact
(customer_contact) table. For details, see KB0724239 .
London
Customer Service Management
Create field-level ACL rules for some of the fields on the Contact
(customer_contact) table. For details, see KB0724239 .
Madrid
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.
Orlando
Dashboards
Responsive dashboards are enabled by default on new instances. On
upgrading instances, responsive canvas must be enabled by an
administrator .
London
Dashboards
Responsive dashboards enabled by default on upgrade to New
York
Responsive dashboards are now enabled automatically upon upgrade to
New York . Responsive dashboards have a more intuitive interface
and are easier to share and edit than non-responsive dashboards. For more
information, see the following topics:If your instance requires non-responsive dashboard functionality, you
can disable responsive
dashboards .
New York
DevOps
Note: DevOps versions up to 1.13 are supported in the
Madrid release.
To continue using Jenkins integrations after
upgrading from version 1.11 or earlier, to version 1.12 or later, you must
install the
DevOps Integrations application
from
ServiceNow Store applications, and the Jenkins
plugin for
ServiceNow
DevOps version 1.12 or later.
See KB0745378 to download the Jenkins plugin for ServiceNow
DevOps .
After upgrading DevOps to version 1.12 or later, you
must install the DevOps Insights application
version 1.12 or later from ServiceNow Store
applications.
Madrid
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 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
New York
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 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
Orlando
DevOps
To continue using Jenkins integrations after upgrading from version 1.11 or
earlier, 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 ServiceNow
DevOps .
After upgrading DevOps to version 1.12 or later, also
upgrade the DevOps Insights application from
ServiceNow Store applications.
After upgrading the DevOps
Insights application to version 1.14, also install the DevOps Insights dashboard using the Solution Library to complete the
DevOps Insights application upgrade.
Starting with version 1.14, unless previously
customized, 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
Paris
Discovery
During upgrade to the
New York release, the April 2019 (1.0.39)
release of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Important: It may
make the upgrade time longer depending on your CMDB size. To decrease the
upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York
release.
The process of upgrading from Madrid to New York deactivates all Discovery
schedules for cloud resources (VM). Schedules deactivated during the upgrade
appear in the list view of the Discovery Schedule [discovery_schedule] table
with a Run status of undefined .
These schedules cannot be used to discover cloud resources either when run
immediately or on the day and time configured. After upgrade, open your cloud
schedules in the Discovery Manager and re-activate
them.
ServiceNow now supports
PowerShell 3.0 up to 5.1.
New York
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.
Orlando
Document Viewer
The Document Viewer plugin
(com.snc.documentviewer) is activated by default during the upgrade to the Orlando release.
Orlando
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 .
Orlando
Edge Encryption
When you upgrade from previous releases, you may encounter an issue during Edge Encryption proxy server upgrades because the
proxy has not yet been upgraded to handle newly introduced request and response
codes.
During the proxy upgrade, a message like the following may appear in the proxy
logs:
Error:
2018-05-25 09:48:44,758 WARN Unexpected response code 555 from the ServiceNow instance "10.11.87.4:16001". Will try again in 5 seconds.
2018-05-25 09:48:44,784 ERROR Update stats received error code : 555 : ServiceNow instance is currently being upgraded
2018-05-25 09:48:49,862 WARN Unexpected response code 555 from the ServiceNow instance "10.11.87.4:16001". Will try again in 5 seconds.
The solution is to restart the proxy and then retry the proxy upgrade.
London
Edge Encryption
Upon an upgrade, the newly installed proxy has the same folder name as the
previous proxy folder name, and the previous proxy folder is renamed. For
example, the previous proxy folder is renamed from
EdgeProxy_16001 to
backup.dist-upgrade_20181204-144650461 , and the new proxy
folder is named EdgeProxy_16001 .
Madrid
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.
Madrid
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.
New York
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.
Orlando
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.
Paris
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.
Madrid
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.
New York
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.
Orlando
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.
Paris
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]
Madrid
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]
New York
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]
Orlando
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]
Paris
Event Management
The upgrade process moves your instance to a new ServiceNow release
version. Upgrading and patching your instance requires planning, testing, and
validation. To ensure a safe and effective upgrade, create upgrade plans and
test your upgrade on non-production instances before upgrading your production
instance.
Madrid
Event Management
The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and patching your instance requires
planning, testing, and validation. To ensure a safe and effective upgrade,
create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
New York
Field Service Management
When you upgrade from a previous release, six event type schedule entries are
available by default. You can choose to activate these event type configurations
to create schedule entries. You must deactivate any existing
Events configuration that overlaps with the newly
created schedule entries. For more information on configuring event types, see
Configure the agent calendar .
You can optimize the agent task routes for the current date. However, if the
SMTaskRouting script was modified in an earlier release,
the agent route is optimized, but it does not take the agent schedule and agent
time off into consideration. For more information on optimizing task routes, see
Route optimization .
Madrid
Field Service Management
When you upgrade your mobile application, you may have to migrate customizations from
earlier releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for
deprecation.
New York
Flow Designer
Flows created before the upgrade default to run as the System user,
which means that the flows bypass normal access controls. New record-based
flows default to run as the user who triggers the flow. Flows using the Always option for Created or
Updated or Updated trigger types in previous releases use the
Only if not currently running option. Use the
For each unique change option to trigger a flow for
every unique change, even if the flow is running.
Madrid
Flow Designer
During upgrade, a fix script converts the system property
com.snc.process_flow.reporting.enabled to
com.snc.process_flow.reporting.level. The former system property value of
false is converted to the new value of
Off . The former system property value
true is converted to the new value Flows
Actions and Steps .
Record-based flows created before the Madrid release continue
to run as the System user after upgrade. To change how upgraded flows run,
edit the flow properties. By default, new flows you create run as the user
who triggers the flow. Flows created before the Madrid release that use the
Always trigger option instead use the
Only if not currently running trigger option
after upgrade. To change when upgraded flows run, edit the flow trigger
options.
New York
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.
Orlando
Flow Designer
In the
Flow Designer interface, action numbers
now start with 1 and then increment by 1 as you add more actions to your flow.
Legacy action numbering incremented by 1 for each main section and then
incremented by .1 for each nested subsection, such as in a
Do the following in parallel flow
logic block. If your flow actions contain any inline scripts that
reference legacy action numbers, you have the option to automatically update
your scripts according to the new numbering method.
Figure 1. Prompt to automatically update action numbers in inline scriptsNote: If you choose not to have Flow
Designer automatically update the action numbers in your scripts, your
flows can still run as expected. However, if you make changes to a flow
containing inline scripts with legacy action numbering, you can't save or
publish your newly updated flow.
For more information about new action
numbering in
Flow Designer , see
flow actions .
Paris
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.
Orlando
Governance, Risk, and Compliance
If you're upgrading Governance, Risk, and Compliance
products, the initial Paris versions are
available immediately in your instance. Going forward, all updates to GRC products are only available in the ServiceNow Store .
If you've previously installed GRC products and
want an update from the ServiceNow Store , you don't
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 ServiceNow® Policy and Compliance Management product, the
Policy and Compliance Management
Dependencies plugin is automatically activated.
If you've previously installed the ServiceNow® GRC : Vendor Risk Management and GRC : SIG Questionnaire applications, and want to
upgrade them to the Paris release, be sure to
update GRC : SIG Questionnaire first, because 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.
Paris
Governance, Risk, and Compliance (GRC)
If you are upgrading Governance, Risk, and
Compliance products, the initial New
York versions are available immediately in your instance. Going forward,
all updates to GRC products are only available in
the ServiceNow Store .
If you have previously installed GRC products and
want an update from the ServiceNow Store , you do
not need to activate the Dependencies plugins for GRC products before you install the product updates.
When you download and install GRC products from the
ServiceNow Store , dependency plugins are
automatically activated. For example, when you activate the Policy and Compliance Management product, the
Policy and Compliance Management
Dependencies plugin is automatically activated.
If you are activating Vendor Risk
Management , you must activate the Vendor Risk
Management Dependencies plugin before installing
the core application. For more information, see Activate an entitled GRC ServiceNow Store
application .
If you have previously installed the GRC : Vendor Risk
Management and GRC : SIG Questionnaire
applications, and want to upgrade them to the New
York release, be sure to update GRC : SIG
Questionnaire first, as it will update all applications that use SIG, including
GRC : Vendor Risk
Management . If you update GRC : Vendor Risk Management first, be sure to
manually update GRC : SIG Questionnaire after the GRC : Vendor Risk
Management update is complete.
New York
Guided Tour Designer
The Guided Tour Designer was first
introduced in the Jakarta release with support for
guided tours on the standard platform UI. For new instances created in Jakarta and beyond, guided tours are active by default.
For instances originating from pre-Jakarta , guided
tours are inactive by default. See Activate guided tours to enable
the feature on your instance.
With the
London release, you can also enable
guided tours to run on
Service Portal pages.
When you upgrade your instance to
London , the
following results occur.
For instances that are new in London ,
the Guided Tours for Service Portal feature
is active by default.
For pre-London instances that you
upgrade to London , the Guided Tours for
Service Portal feature is inactive by
default.
To run guided tours on Service Portal
pages, ensure the com.glide.guided_tours.enable and
glide.sp.guided_tours.enable properties are both set
to True. See Activate guided tours to
enable the feature on your instance.
London
HR Service Delivery
Note: If you are upgrading from the
Istanbul release,
there is a new field in HR document templates. The
Document
type field helps to determine what document displays for a
specific HR case. For example, you can ensure that your Employee Verification
letter appears on the Request an Employment Verification Letter HR cases.
Because Istanbul did not have this field, you must create new or select an
existing document type for your document templates. See
Document Types .
When upgrading from any release prior to Kingston, and you have customizations
that reference script includes:
London
HR Service Delivery
Note: If you are upgrading from the
Istanbul release, there is a new
field in HR document templates. The
Document type field
helps to determine what document displays for a specific HR case. For example,
you can ensure that your Employee Verification letter appears on the Request
an Employment Verification Letter HR cases. Because Istanbul did not have this
field, you must create new or select an existing document type for your
document templates. See
Document Types .
When upgrading from any release prior to Kingston, and you have customizations
that reference script includes:
Madrid
HR Service Delivery
(Enterprise Onboarding and Transitions only) If you have
lifecycle event activities with HR criteria, a new audience record will be
created for that HR criteria and associated with the activity to define
whether the activity should trigger for a lifecycle event case.
If you are upgrading from the Istanbul release, there is a new
field in HR document templates. The Document type
field helps to determine what document displays for a specific HR case. For
example, you can ensure that your Employee Verification letter appears on
the Request an Employment Verification Letter HR case. Because Istanbul did
not have this field, you must create a new document type or select an
existing document type for your document templates. See Using document types with HR
document templates .
When upgrading from any release prior to Kingston, and you have
customizations that reference script includes:
New York
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 .
Orlando
HR Service Delivery
If you are upgrading from any release prior to Kingston and you have customizations that reference script includes, you
might experience Restricted Caller Access (RCA) errors. For more information,
see HR Service Delivery upgrade
information .
Paris
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:
Orlando
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.
Orlando
Investment Funding
After you upgrade, the new release makes the following changes to your existing
investment and funding records:
Business cases in investment records are mapped with that of project and
demand records.
Cost plans and benefit plans associated with project or demand records are
mapped to investment records.
The Viewable by field on the investment form is
updated with the source investment owner.
Paris
ITOM Health
The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and patching your instance requires
planning, testing, and validation. To ensure a safe and effective upgrade,
create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
New York
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 .
Orlando
ITOM Optimization
The Cloud Provisioning and
Governance application is incompatible with and cannot be used
simultaneously with the legacy v1 Cloud
Management application. You can upgrade to the Cloud Provisioning and Governance
(previously Cloud Management ) application from
any version of Cloud Management v2, which was
introduced in the Jakarta release.
To correctly discover cloud resources on your infrastructure, install the
May 2020 (1.0.63) or the latest available release of the Discovery and Service
Mapping Patterns (com.sn_itom_pattern) plugin from the ServiceNow Store .
Paris
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.
Orlando
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.
Orlando
ITSM Virtual Agent
Migrating setup topics: Set up topics that you created or edited in the New York release or later are fully supported in this release
and do not change during the upgrade. After the upgrade, you can continue to
use your custom setup topics.
Starting with this release, the pre-built setup topics are active by
default and are read-only. The setup topics are marked as templates, which
you can copy and modify as needed. Any custom setup topics that you created
in earlier releases are still available for use, but they are not marked as
templates.
Paris
Knowledge Management
The Knowledge Management Core plugin (com.glideapp.knowledge) is
active by default for new or upgrade customers.
The Knowledge Management with KCS plugin (com.glideapp.knowledge2) is
planned for deprecation. This plugin contains Knowledge Management V2 features
only. KCS features are not being deprecated and are available in Knowledge
Management V3 or Service Portal.
Madrid
Knowledge Management
The Knowledge Management
Service Portal plugin (com.snc.knowledge_serviceportal) is active by
default for new or upgrade customers.
The Knowledge Management Core plugin (com.glideapp.knowledge) is
active by default for new or upgrade customers.
The Knowledge Management with KCS plugin (com.glideapp.knowledge2) is
planned for deprecation. This plugin contains Knowledge Management V2 features
only. KCS features are not being deprecated and are available in Knowledge
Management V3 or Service Portal.
New York
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 .
Orlando
MetricBase
Legacy triggers are available only to upgraded instances. New activations of
the MetricBase application do not include legacy
triggers.
London
MID Server
There is a new process for accessing the
install.service-now.com download site for MID Server
upgrades. New ServiceNow instances handle all traffic from the download
site, which eliminates the need for MID Server host machines to connect with
install.service-now.com . However, instances upgraded
to the London release require their MID Servers to send their initial
upgrade requests through install.service-now.com . After
the first upgrade, MID Servers can send subsequent auto-upgrade requests
directly to the instance, when the
mid.download.through.instance system property is set
to true . For details, see MID Server upgrade .
The change to the Java Runtime Environment (JRE) installation procedure
for new MID Servers does not affect upgrades of existing MID Servers. These
MID Servers receive the supported JRE version when they upgrade.
For additional information about MID Server upgrades, see:
London
MID Server
If an unsupported version of the Java Runtime Environment (JRE) is running on a
MID Server when the MID Server is upgraded, the upgrade
process replaces that JRE with the OpenJDK that is bundled with the MID
Server installer. If a supported JRE is running on the MID
Server host, the upgraded MID Server uses that Java version.
MID Server hosts for instances upgraded from London do not
require connection to the download site at
install.service-now.com . The auto-upgrade process for MID
Servers in Madrid is handled through the instance. However, upgrades from
Kingston or earlier require that each MID Server host
machine have access to the download site. For additional details about how
MID Server upgrades are managed and where to look for errors, see
MID Server upgrade
For additional information about
MID Server upgrades, see:
Madrid
MID Server
If you have installed your own Java Runtime Environment (JRE), the upgrade
process takes the following actions to ensure that the MID Server is using a
supported JRE:
If an unsupported version of the Java Runtime Environment (JRE) is running
on a MID Server when it is upgraded, the upgrade process replaces that JRE
with the OpenJDK that is bundled with the MID Server installer.
If a supported JRE is running on the MID Server host, the upgraded MID
Server uses that Java version.
The auto-upgrade process for MID Servers in New York has changed. The MID
Server no longer receives its upgrade through the instance, as it did in
previous releases. All MID Server host machines now require access to the
download site at install.service-now.com to enable
auto-upgrades. For additional details about how MID Server upgrades are managed
and where to look for errors, see MID Server upgrade .
In the New York release, only one Windows MID Server service is permitted per
executable path. Upgraded Windows MID Servers that have multiple services
pointing to the same installation folder are prevented from starting. See MID Server fails to start for
more information.
For more information about MID Server upgrades, see:
ServiceNow now supports
PowerShell 3.0 up to 5.1.
New York
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:
Orlando
MID Server
All installation and upgrade packages are now digitally signed by ServiceNow to
verify the packages have not been tampered with. Manually downloaded
installation packages can be verified using the jarsigner tool, which is
available for free with JDK. During an upgrade, MID Server will automatically
verify the signature and throw exception if something wrong. The error will be
recorded in the agent log and the MID Server issue table.
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_231):
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.
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.
For more information about
MID Server upgrades,
see:
Paris
Mobile
Customers upgrading from the London release or earlier
can transition from ServiceNow Classic to
the new ServiceNow mobile platform. For
details on the migration process, see Migrate from Classic mobile to
ServiceNow mobile .
Customers upgrading from the Madrid release must
migrate their existing ServiceNow mobile
applications to take advantage of the improved features and continue editing
within Mobile Studio . For details on this process, see
Migration from Madrid to New York
mobile .
Paris
Mobile platform
During the upgrade to the New York release, the instance is updated
to use the new mobile hierarchy, which includes new features such as application
launchers and a configurable navigation bar. Any unmodified base system mobile
applications that are installed on your instance are automatically updated to
work with the new design and can be used with Studio right away. For
more details on the mobile hierarchy, see ServiceNow mobile app
configuration .
Modified base system applications and applications that you have created in
Studio will continue to work after the upgrade, but they will not be
configurable in Studio until after you run the mobile migration script.
For additional details on the migration script, see Mobile migration script .
New York
Notifications
If you are upgrading from a pre-Jakarta release and
want to enable randomized watermarks in email
notifications for upgraded instances, activate the Random Watermark Support
plugin (com.glide.email.random_watermark). This plugin includes system
properties for managing a watermark transition period, during which the system
recognizes both randomized watermarks and non-randomized watermarks in emails
created before upgrading. For details, see Notifications upgrade
information .
London
Notifications
This release introduces a new Email Client Configuration feature and a
Connection Security option on the Email Account form for choosing the secure
connection for your email server. These features are enabled in new and upgraded
instances. When you upgrade to this release, the following items are migrated if
you previously set them in your instance:
Madrid
Notify
The legacy Notify-Twilio driver (com.snc.notify.twilio) plugin is now being
replaced by a Notify-Twilio Direct driver (com.snc.notify.twilio_direct). A
Migrate Now button for one-click migration from the
legacy driver to the new Notify-Twilio Direct driver is provided.
The Notify core plugin now provides JS Telephony Driver support that enables
you to code your own integrations in JavaScript by using the platform capability
of JS Extension Point.
In prior releases, the Notify-Twilio Driver (com.snc.notify.twilio) enabled
voice and SMS services provided by Twilio. This driver has been replaced by the
Notify-Twilio Direct Driver (com.snc.notify.twilio_direct). Both the drivers
work simultaneously provided they are configured with two separate accounts.
The migration to the new driver has the following impact.
Notify participant records will remain inactive until a participant joins
a conference. Previously, they were set to active by default.
If you are using the previous driver, the participant record is activated
after a minor delay.
Note: New customers will have access only to the new Notify-Twilio Direct driver
plugin.
Madrid
Now Platform User Interface
Starting with the New York release, ServiceNow
encodes the URIs associated with the modules in the navigation pane. When
upgrading to New York, existing URIs for custom modules might break if you used
arguments with non-URL-encoded characters, for example, an equals (=) sign.
Arguments and filter conditions become part of the URI. If an argument started
with an ampersand (&), or if you used a conditional filter and an argument
but did not prepend the argument with a caret (^), the module URIs may break. A
simple revision can prevent that from happening. For more information, see Encoding module URIs .
New York
Operational Intelligence
After upgrading to London , the default Event Management binding workflow which binds nodes
to host CIs, is disabled for metric events. If you relied on this binding before
the upgrade, then to allow host binding for metric events after upgrade,
explicitly create a host binding event rule as described in Create an event rule to map metrics to
host CIs .
London
Operational Intelligence
In Madrid , user-specified width override values are replaced by
new advanced settings that are used internally to calculate width values.
Width override values are preserved through an upgrade to Madrid
and are being used internally. However, they do not appear in the UI and you
cannot modify them. When you use the Bounds Settings wizard in an upgraded
instance and you select a metric class that has a width override value, a
notification appears. To use the new advanced settings in the Bounds
Settings wizard, accept the notification to delete the width override values
from an earlier release.For more information about the Bounds Settings
wizard, see Custom bounds
settings .
During the upgrade to Madrid , the Apache Ignite software that
runs on Operational Intelligence MID Servers in MID Server distributed
clusters is upgraded to version 2.5.3. After you upgrade all the MID Servers
in the MID Server distributed cluster to Madrid , restart these
Operational Intelligence MID Servers to complete the Apache Ignite upgrade.
You might have some data loss during the time that the MID Servers
upgrade starts until the MID Servers are restarted. To minimize this data
loss, before you start the upgrade to Madrid , disable the metric
connectors. After the upgrade completes, set the
max_fetch_interval_min parameter to how long the
connectors were down and then enable the connectors so that the missing
data is pulled.
Madrid
Operational Intelligence
After you upgrade all the
Operational Intelligence
ServiceNow®
MID Servers in the
MID Server distributed cluster to
New
York , restart the
MID Servers in the cluster:
Stop all the MID Servers in the MID Server distributed
cluster.
Wait for all the MID Servers in the MID Server
distributed cluster to be stopped.
Start all the Operational Intelligence
MID Servers , one MID Server at a time.
Some data might be lost between the time that the
MID Servers
upgrade starts and until the completion of the
MID Servers restart
after upgrade. If you are using connectors, then you can minimize this data loss
by disabling the metric connectors before starting the upgrade. After the
upgrade completes:
Set the max_fetch_interval_min parameter to the time
length that the connectors were down.
Enable the connectors to pull the missing data.
New York
Operational Intelligence
After you upgrade all the Operational
Intelligence
ServiceNow®
MID Servers in the MID Server distributed cluster to Paris , restart the MID Servers in
the cluster:
Stop all the MID Servers in the MID Server distributed cluster.
Wait for all the MID Servers in the
MID Server distributed cluster to be
stopped.
Start all the Operational Intelligence
MID Servers , one MID Server at a time.
Some data might be lost between the time that the MID Servers upgrade starts and until the
completion of the MID Servers restart after
upgrade. If you're using connectors, you can minimize this data loss by
disabling the metric connectors before starting the upgrade. After the upgrade
completes:
Paris
Password Reset
Platform feature – upgraded by default.
Note: The Password Reset application is not available
during upgrade.
London
Password Reset
The Password Reset application is a platform feature and is
upgraded by default.
The new Password Reset Spoke plugin [com.sn.password_reset.ah] is
activated by default.
The Password Reset application is not available during the
upgrade process.
If you are using the Local ServiceNow credential store: For new
installations and updates to instances that are not domain-separated and
where Password Reset workflows have not been modified: The instance
will use IntegrationHub subflows to perform Password Reset
operations. The Password Reset workflows that were used in earlier
releases are no longer used.
If you are using an Active Directory (AD) credential store: For new
installations and updates to instances where:
The instance is not domain-separated and
Password Reset workflows have not been modified andThe Microsoft AD spoke is activated on the instance
The instance will use IntegrationHub subflows to perform Password
Reset operations. The Password Reset workflows that were
used in earlier releases are no longer used.
For updates to instances where Password Reset workflows have been
modified or where the instance is domain-separated, IntegrationHub subflows
are not implemented. Password Reset operations continue to use
workflows by default. To implement IntegrationHub subflows to perform
operations (recommended), follow this procedure:
Navigate to .
Select the instance.
On the Password Reset Credential Store Types form, select
Use Flow .
Modify the subflows as needed. See Create IntegrationHub subflows
to customize password reset processes .
New York
Platform security
Starting with the Madrid release, if you do not have the Security Jump
Start (ACL Rules) plugin activated, you must add explicit create/write ACLs on
the sys_dictionary table to allow admin access to that table.
Madrid
Platform security
Starting with the Madrid release, if you do not have the Security Jump
Start (ACL Rules) plugin activated, you must add explicit create/write ACLs on
the sys_dictionary table to allow admin access to that table.
New York
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.
Orlando
Policy and Compliance Management
Starting with version 10.1, you can use the new policy exception capabilities
in Policy and Compliance Management from
within the ServiceNow®
Vulnerability Response application. To use this
feature, upgrade Policy and Compliance
Management before upgrading Vulnerability
Response . If you've already upgraded Vulnerability
Response before Policy and Compliance
Management , and you want to use this feature, perform the upgrade
procedures again in the correct order.
New York
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.
Orlando
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.
Paris
Predictive Intelligence
The quick start tests for Predictive Intelligence are recommended for
any upgrades.
New York
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.
Orlando
Problem Management
If you are an existing customer who wants to use the sn_problem_read or
sn_problem_write roles, you need to perform some steps to view the Problem
modules. For more information, refer to Problem Management upgrade
information .
New York
Project Portfolio Management
Planning Console : If you are upgrading, the
Client side planning console functionality for
project scheduling is disabled. To enable the functionality, you must:
Set the project property Enable firing of Business Rules on
save from Planning Console to false, if it was set to true
before upgrade.
Set the Enable Client Side Planning check box
to true.
Note: If you do not have any custom business rules on the fields listed
below, mark
Fire BR on Save to false for these
fields in planning console column configuration:
State
Percent Complete
Actual start date
Actual end date
Resource Management : Changes made to allocated
hours now update only allocated hours in the resource plan. Prior to this,
it had updated the planned hours. Because of this change, if you have
customizations around Planned or Allocated hours and cost on the resource
plan or resource allocation, you need to alter these in the London release.Demand Management : On a demand form, the value for
the new Assessment Required field is set to true for
all existing demands on upgrade.
London
Project Portfolio Management
Two new dashboards have been added with the new Performance Analytics –
Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. If you are upgrading and you activate the
new plugin, two new navigation links are available in PPM:
Portfolio dashboard
Program dashboard
The following pre-
Madrid navigation links are still available after
upgrading. Review the existing and the new dashboards and deactivate the older
ones if required.
Portfolio manager dashboard
Program manager dashboard
PMO dashboard
Madrid
Project Portfolio Management
Ideas :
Convert an idea directly to a story, epic, or project instead of just
creating a demand. Upon upgrade, the Create Task
button enables you to directly create a task from the idea or you can just
click Accept . After the upgrade, migrate from the
legacy Ideas feature to the new Idea portal. For more information, see
Migrate from legacy Ideas to the
new Idea Portal .
Project Management:
If you are upgrading to New York, your existing projects are migrated as
follows:
Portfolio Management:
If you are upgrading Portfolio Management from a previous release and
want to use
Scenario Planning for
PPM by installing from the
ServiceNow
Store , then you must make the following changes:
Remove the Portfolio Workbench module from the application
navigator.
Remove the Portfolio Workbench related link
from the Portfolio Form.
Use the Portfolio Planning related link or
Portfolio Planning Workbench module to navigate to Portfolio Planning
Workbench.
All your existing selections of demands and projects for a portfolio
appear as a default scenario when you open the Portfolio Planning
Workbench. The
Scenario Planning for
PPM does not support budget forecasting and promotion. For more
information, see
Scenario Planning for
PPM .
New York
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 .
Orlando
Project Portfolio Management
After you upgrade, the new release makes the following changes to your existing
records:
The Retain users & resource plan state as confirmed /
allocated when project moves property is set to True by
default. If you are upgrading to the Paris
release and have used Resource Management
previously, this property is set to False by default.
If you are upgrading to the Paris
release and have configured the columns in Resource Finder in your previous
version, the Detailed View is displayed by default and the column
configuration is retained.
Paris
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 .
Orlando
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.
Madrid
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.
New York
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.
Orlando
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.
Paris
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
Orlando
Security Incident Response
If you have completed an upgrade from Jakarta or Kingston to London, navigate
to , run the Update integrations to multi
domain fix script to allow certain integrations to have multiple
configurations defined. For example, if you have multiple Splunk instances, you
can create connections and queries that run Sighting Searches across multiple
Splunk instances. After the fix script has run, return to and deactivate the fix script. It is important that the script
not be allowed to run more than one time.
London
Security Incident Response
If you are upgrading directly from Jakarta or Kingston to
this release (skipping the London release), navigate to , and run the Update integrations to multi
domain fix script to allow certain integrations to have multiple
configurations defined. For example, if you have multiple Splunk
instances, you can create connections and queries that run sighting searches
across multiple Splunk instances. After the fix script has run, return
to and deactivate the fix script. It is important that the script is
not allowed to run more than one time.
Madrid
Security Incident Response
If you are upgrading directly from the Jakarta or Kingston
releases to the New York release (skipping the London
release), navigate to , and run the Update integrations to multi
domain fix script. Run this script to enable certain integrations
to define multiple configurations.
For example, if you have multiple Splunk instances, you can create
connections and queries that run sightings searches across multiple
Splunk instances. After you run the fix script, navigate to and deactivate the fix script. Do not run the script more than
one time.
New York
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.
Orlando
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 for
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.
Paris
Service Catalog
Before upgrading, you should be aware of changes made to the underlying Service Catalog data model. These changes affect
the way that you implement multiple service catalogs. For details, see Upgrade to multiple service
catalogs . If you are upgrading from a version prior to the Fuji
release, see Migrate cart layouts .
London
Service Catalog
Before upgrading, you should be aware of changes that were made to the
underlying Service Catalog data model. These changes affect the way
that you implement multiple service catalogs. For details, see Upgrade to multiple service catalogs . If
you are upgrading from a version prior to the Fuji release, see Migrate cart layouts .
Madrid
Service Level Management
After you upgrade, you can activate the Service Portfolio Management SLA
Commitments plugin (com.snc.service_portfolio.sla_commitment) to use the
Service Commitment flag in the SLA Definition record.
With this flag, you can differentiate between an SLA definition tied to a
Service Offering commitment and an SLA definition that is not tied to a Service
Offering commitment.
New York
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.
Orlando
Service Mapping
During upgrade to the
New York release, the April 2019 (1.0.39)
release of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Important: It may
make the upgrade time longer depending on your CMDB size. To decrease the
upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York
release.
New York
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.
Orlando
Service Portal
In new instances, search facets are enabled by default. If upgrading
from a previous release, enable search facets by activating a record in
the Page Route Maps [sp_page_route_map] table. See Enable search facets .Validate user input in a specific field type using a validation
script. In new instances, Service Portal includes XML, Script,
Script (Plain), Email, and Version validation scripts by default. If
upgrading from a previous release, the Mobile and Service Portal
version is not active by default. You must activate the Mobile and
Service Portal version of the validation script to validate
user input in the Service Portal . See Activate Service Portal validation
scripts .In new instances, guided tours in Service Portal are enabled
by default. If upgrading from a previous release, you must enable the
com.snc.guided_tours.sp.enable system property to
create a guided tour in Service Portal . See Activate guided tours for Service
Portal .
London
Service Portal
By creating an Agent Chat portal configuration, your end users
can initiate and maintain an Agent Chat conversation in any portal
page. This feature replaces the Virtual Agent
Service Portal widget. If your portal includes this widget, remove
Virtual Agent
Service Portal widget instances and configure Agent Chat
support for a portal instead. See Configure Agent Chat in Service
Portal .
The Now Platform collects search data and analytics that
generate search suggestions.
If you are upgrading from a previous release, the search analytics do
not contain any data yet. To immediately provide suggestions to your
users, you can populate the search suggestions using data from either
the Text Searches [text_search] table or the Service Portal Log Entries
[sp_log] table. For more information, see Populate search suggestions in
Service Portal .If you have custom search widgets, they do not automatically collect
search data and analytics to generate suggestions. To benefit from this new
feature, you can either migrate search to use the base system Faceted Search
widget, or configure your search widget to collect search data using the
GlideSPSearchAnalytics API. For API reference, see GlideSPSearchAnalytics . For
more information about the Now Platform search analytics and
suggestions feature, see Search analytics and
suggestions .
Take advantage of the latest article view features such as including
links and images in article feedback and article versioning by activating
the Knowledge Article View page route map. This map
routes the kb_article page to the
kb_article_view page. See Page route maps .
New York
Service Portfolio Management
If you are an existing Service Portfolio Management user on a release prior to
Madrid, you are using the legacy application. Upgrading to Madrid retains your
Service Portfolio Management legacy data, while adding new features and
functionality.
Madrid
Service Portfolio Management
If you are an existing Service Portfolio Management user on a release
prior to New York , you are using the legacy application. Upgrading to
New York retains your Service Portfolio Management legacy
data, while adding new features and functionality.
If you want to access all available Service Portfolio Management
features and functionality, consult your service manager to migrate to the
Service Owner Workspace application.
New York
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.
Orlando
Software Asset Management
Warning: If you upgrade to Software Asset
Management (com.snc.samp) plugin from Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert back to Software Asset Management plugin
(com.snc.software_asset_management).
London
Software Asset Management
Warning: You must revert customizations after installing
Software Asset Management for the first time, or upgrading from
Software Asset Management Foundation plugin , for all features to
function as intended. The Revert Customizations module in Software Asset
Management administration reverts customizations of files related to
Software Asset Management to base configuration that were skipped
during the installation or upgrade process. For more information, see
Revert Software Asset Management
customizations .
Warning: If you upgrade to the Software Asset Management
(com.snc.samp) plugin from the Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert to the Software
Asset Management plugin (com.snc.software_asset_management).
Madrid
Software Asset Management
Revert customizations after installing Software Asset Management for
the first time, or upgrading from Software Asset Management Foundation
plugin , for all features to function as intended. The Revert
Customizations module in Software Asset Management administration
reverts customizations of files related to Software Asset Management to
base configuration that were skipped during the installation or upgrade process.
For more information, see Revert Software Asset Management
customizations .
Warning: If you upgrade to the Software Asset Management
Professional plugin (com.snc.samp) from the Software Asset
Management plugin (com.snc.software_asset_management), you cannot
revert to the Software Asset Management
plugin (com.snc.software_asset_management).
For more upgrade information, see Software Asset Management upgrade
information .
New York
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 .
Orlando
Software Asset Management
For information about upgrading from the Software Asset Management Foundation
(com.snc.sams) plugin, see Revert Software Asset Management
Customizations.
Paris
Subscription Management
Platform feature – upgraded by default.
London
Subscription Management
A fix job runs during the upgrade and creates an inventory of all global and
scoped custom tables that currently exist in your production instance. A
scheduled job runs after the completion of the upgrade and creates an inventory
of the number of custom tables that each user can access.
Madrid
Subscription Management
After upgrading to Paris , any unmapped tables
will be listed in the Custom Table Inventory module. Map these custom tables to
associate them to a subscription. See managing custom tables for more
information.
Paris
Time Card Management
When you upgrade to the New York release, enable the
State field of the Time Card [time_card] table for
auditing time card activities. You can view these activities in the
Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in
auditing .
New York
UI
The List v3 plugin is no longer available for new deployments.
London
UI
When you upgrade to this release, your instance is updated with the new
ServiceNow branding. Any customizations you have made to the system
theme are not updated. You can revert to the previous theme by changing the
system defaults in the Basic Configuration UI16 module. For more information on
switching the system defaults, see Configure logo, colors, and system
defaults for UI16 .
UI15 is not affected by these changes, with the exception of the icon that
appears on the browser tab. You can update the icon by changing the value for
the glide.product.icon system property.
Madrid
Upgrade Center
Upgrade Preview module The Upgrade Preview module enables you to have unprecedented insight
to an instance prior to an actual upgrade. You can explore and preview
upgrades to different ServiceNow
release versions and see how your instance might be impacted with your
current configurations. The Upgrade Preview utility helps you to plan,
schedule, and prepare for an upgrade. Preview skipped list
prediction Reduce post-upgrade review time by previewing the records that have
been customized and are different from the upgrade version being
previewed and might get skipped due to your customizations in the
instance. Upgrade Monitor module Schedule an upgrade and monitor the status of an ongoing upgrade
using the Upgrade Monitor module. You can also view the upgrade summary
and the list of records causing conflicts in your instance once the
upgrade is complete. Upgrade History module The Upgrade History module tracks every upgrade made to an instance.
You can also view the complete report of an old upgrade or a recently
completed upgrade version using this module. Administration The Administration module contains properties for managing Upgrade Center .
See Upgrade Center for more
information.
Paris
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.
Orlando
Vendor Risk Management
If you're upgrading from a previous version of
Vendor Risk Management , you can begin using the
Vendor Risk Management new features
immediately. All updates to
Vendor Risk
Management are available only in the
ServiceNow
Store .
Note: This process applies only to applications downloaded to
production instances. If you are downloading applications to sub-production or
development instances, it is not necessary to get entitlements. Proceed to
Activate a ServiceNow Store
application .
If you're upgrading to GRC: Vendor Risk Management v10.0.2, a new version
of the Vendor Assessment Portal (GRC: Vendor Portal v10.0.2) is automatically
loaded as a dependency application. For more information, see GRC: Vendor Risk Management v10.0.02
upgrade details .
New York
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 .
Orlando
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 v10.0.2 upgrade
details .
Paris
Virtual Agent
Migrating Virtual Agent topics: Conversation topics created in
the London release are fully supported in this release and are not
changed during upgrade. After upgrade, you can update your topics, for
example, to use new features such as the no-code controls available in
Virtual Agent Designer .
Using Slack Enterprise Grid after upgrading:
If you have Slack Enterprise Grid workspaces, your end users
can move between those workspaces and use the Virtual Agent bot
from any workspace.
Your end users must relink their ServiceNow accounts to the
Virtual Agent messaging integration for Slack .
If you upgrade to Slack Enterprise Grid after upgrading to
this release, an upgrade script runs automatically to complete the
upgrade for the Slack messaging integration.
Madrid
Virtual Agent
Migrating Virtual Agent topics: Conversation topics created in
the Madrid release are fully supported in this release and do not
change during upgrade. After upgrade, you can continue to develop and use
keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language
Understanding (NLU) model to your Virtual Agent conversations.
NLU models provide your virtual agent with the information it needs to
understand and process user statements in a conversation. The CSM, HR
Service Delivery, and ITSM applications provide prebuilt
ServiceNow NLU models, along with predefined conversation
topics. To learn more, see Get started with NLU in Virtual
Agent .
Defining a Service Portal
Agent Chat Configuration: After upgrading, if you define a Service Portal Agent Chat
configuration , you must remove any previously installed
Virtual Agent
Service Portal widgets from portal pages.
The Service Portal
Agent Chat configuration enables users to run Virtual
Agent and Live Agent on all pages of selected service
portals. This means you no longer need to retain the legacy Virtual
Agent
Service Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent
Service Portal widget .
New York
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 .
Orlando
Virtual Agent
Migrating Virtual Agent conversation
topics and topic blocks: Conversation topics and topic blocks that you
created in previous releases are fully supported in this release and do
not change during the upgrade. After the upgrade, you can continue to use
and develop topics that use Natural Language Understanding (NLU) or
keywords for topic discovery.
Migrating setup topics: Setup topics that you used or customized in
earlier releases are fully supported in this release. After upgrading, you
can continue to use your setup topics as before.
However, starting with this release, prebuilt setup topics are shipped as
read-only. You can duplicate and modify any of these setup topics and your
previous setup topics. To differentiate between the read-only setup topics
and your previous setup topics, the read-only setup topic names have a
period at the end of the setup topic name (for example: Live
Agent Feedback. ). When you upgrade, the read-only setup
topics are inactive by default, and your previous setup topics are
displayed to your end users.
Migrating the chat branding configuration from New
York or earlier releases: This release supports multiple branding
configurations for the web-based chat client. When you upgrade to this
release, your existing branding configuration and chat menu (Contact
support menu) are preserved as the default configuration.
After upgrading, you can view the default configuration in the Brandings
[sys_cs_branding_setup_list] table (navigate to ). You can also create additional chat branding
configurations if your instance supports multiple customers and brands, as
well as customize the chat menu displayed to users. For details, see Configure chat branding and chat
menu options .
Paris
Vulnerability Response
For releases prior to Kingston, during upgrade the Vulnerable Item table is
reparented to improve performance. If you have large numbers of vulnerable
items, the upgrade process may take additional time. No special handling is
needed, however, you should stop any Vulnerability
Response activities prior to upgrade and record your vulnerable item
count. Once complete, verify that your pre- and post-upgrade vulnerable item
counts match each other. For more information on the impact of reparenting, see
the Upgrade impact of reparenting change in the Kingston release
[KB0680550] article in the HI Knowledge Base. For information on the
upgrade impact to existing instances, see the Vulnerability Response: FAQ for Kingston Upgrade
[KB0680543] article in the HI Knowledge Base. This information does not
apply if you upgrade from Kingston to this release. For Kingston release
information, see Kingston Vulnerability Response release notes .
To reduce upgrade time, if you have Qualys 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.
Existing CI Identifier Rules are disabled by default but
not removed. They appear in . To reenable, open a rule and enter values for
Source and Source field , select
the Active check box, and click
Submit .
When upgrading from a version prior to Kingston, the Vulnerable Items by
Remediation Target Status report does not appear in the Vulnerability Response Overview and must be added manually.
Rapid7 Upgrade: Unmatched
configuration items (CIs) from previous versions of Rapid7 are transferred and listed in the Discovered
Items module. However, these unmatched CIs cannot be reclassified
using the Reclassify button. They must be reclassified
manually. See Reclassify unmatched configuration items
from Discovered Items .
London
Vulnerability Response
If you are upgrading from a previous version of
Vulnerability
Response , the initial
Madrid version is available immediately in
your instance. All updates to
Vulnerability Response are only available
in the
ServiceNow Store .
Note: This process applies only to
applications downloaded to production instances. If you are downloading
applications to sub-production or development instances, it is not necessary
to get entitlements. Proceed to
Activate a ServiceNow Store
application .
If you have previously installed Vulnerability Response and want an
update from the ServiceNow Store , you do not need to activate the
System Plugin Dependencies (com.snc.vul_dep) plugin prior to installing the
Vulnerability Response update.
If you upgrade from Vulnerability Response v7.0 to Vulnerability
Response v8.0, v9.0, or v10.0, you must install all the plugins listed
under in the ServiceNow Store prior to installing
Vulnerability Response .
If you upgraded from a version of Vulnerability Response prior to
Madrid, your original Overview page becomes in the Overview (Legacy) module in
the left navigation pane. If you created a customized homepage overview, the
overview is overwritten by the new reports dashboard. To access your customized
homepage, Create a new module for your
customized homepage and add it to the Vulnerability Response
application.
After upgrading to the Madrid release, third-party vulnerability
records are read-only.
For detailed information on Kingston or London upgrade to
Madrid , see Vulnerability Response upgrade
information .
New columns added to the Vulnerable Item [sn_vul_vulnerable_item] table, to
support new features, can result in longer upgrade times.
Version 10.0: The Vulnerability Group Rules (VGR) form views have been revised.
If you have customized your rules form, the new fields are not available and
your customized version may no longer work to create new rules. Customization
prevents some updates from taking place. Existing customized rules still work;
however they are displayed in the new form. To use the new form fields after
upgrade, see KB0815967 for instructions on enabling the new
form.
Version 10.0: If you perform an upgrade or install 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 9.0: Ignore some configuration item (CI) classes by setting the
ignoreCIClass
[sn_sec_cmn.ignoreCIClass ] system property. While this
property is present after upgrade it does not work automatically. For upgrade
instructions on how to enable this functionality, see KB0788209 .
Integration upgrade information
Rapid7 Vulnerability Integration Version 9.0.6: Before you upgrade, ensure each of the CI Lookup Rules is
Order values is unique. If there are CI Lookup Rules with the same Order
value, they may not upgrade correctly. After upgrade, the Rapid7
InsightVM lookup rules are assigned new
Order values. Rapid7 Data Warehouse
Order values remain the same. See KB0786526 for more information.
Version
9.0: If the Create CVE entry check box in the
configuration page was cleared in an earlier version, the system property,
sn_vul_r7.create_cve_for_vulnerabilities is set
to true upon upgrade. Vulnerability Response features such as
exploits, solutions rely on the import of CVEs and do not work effectively
without them.
Version 9.0: If you have customized CI Lookup Rules
for Rapid7 InsightVM in a previous version, you need to redo them
in version 9.0. CI Lookup Rules for Rapid7 InsightVM are not
carried forward during upgrade. See KB0786526 for information on updating the
rules.
Prior to London v6.2 or Kingston v5.1, the Rapid7
Vulnerability Integration used an identifier from the Rapid7
Nexpose data warehouse that was not unique across multiple data
warehouses. Starting with London v6.2 and Kingston v5.1, the
nexpose_id, which is globally consistent, replaced it.
If you have an existing
Rapid7 Vulnerability Integration
version earlier than London v6.2 or Kingston v5.1, and you upgrade to the
latest
Rapid7 Vulnerability Integration version, you may get an
"Import relies on nexpose_id" error. In that case, update the SQL query
sent to your
Rapid7 Nexpose data warehouse with the
nexpose_id. Without it, various features of
Vulnerability Response and
Rapid7 Vulnerability
Integration will not work properly. See
KB0751331 to add the
nexpose_id
to the SQL import query.
Note: This condition is true for a Rapid7
Nexpose data warehouse upgrade or to migrate from the Rapid7
Nexpose data warehouse to Rapid7 InsightVM .
Qualys Vulnerability Integration Version 9.0: Upon upgrade from
any existing Qualys Vulnerability Integration , the new Host List
integration automatically enables a Qualys instance if the
existing Host List Detection integration is also enabled for that
instance.
Madrid
Vulnerability Response
If you are upgrading from a previous version of
Vulnerability
Response , the initial
New York version is available immediately in
your instance. All production updates to
Vulnerability Response are
only available in the
ServiceNow® Store.
Note: This
process applies only to applications downloaded to production instances. If
you are downloading applications to sub-production or development instances,
it is not necessary to get entitlements. Proceed to
Activate a ServiceNow Store
application .
If you've previously installed Vulnerability Response , you don't need
to install the Vulnerability Response Dependencies (com.snc.vul_dep)
plugin prior to installing the Vulnerability Response update.
Starting with version 10.1, you can use new policy exception capabilities in
GRC: Policy and Compliance Management from within v10.3 of the Vulnerability
Response application. To use this feature, upgrade Policy and Compliance
Management before upgrading Vulnerability Response. If you've already upgraded
Vulnerability Response before Policy and Compliance Management, and you want to
use this feature, perform the upgrade procedures again in the correct order. For
more information, see Allow policy exception requests from
other applications .
Version 10.0: If you perform an upgrade to v10.0 and the VI age is not
displayed in the Vulnerable Items list view and in the Age and Age closed fields
on active VI (VIT) records in Days/Hours/Minutes (9 Days, 18 Hours, 29 Minutes)
format, the Age column is not current in your instance. For more information
about how to resolve this issue after an upgrade, see KB0749231 .
Upgrade information from version 10.0, or version 9.0 to version 10.3: The
process described in KB0819117 to create change requests and use change
management with ITSM legacy Change Management plugins is now fully
supported.
If you update from Vulnerability Response v7.0 or v8.0 to
Vulnerability Response v9.0 or v10.0, you must install all the
plugins listed under in the ServiceNow Store prior to installing
Vulnerability Response .
For detailed information on upgrade from Kingston or London
to Vulnerability Response , see Vulnerability Response upgrade
information .
New columns added to the Vulnerable Item [sn_vul_vulnerable_item] table, to
support new features, can result in longer upgrade times.
Version 10.0: The Vulnerability Group Rules (VGR) form views have been revised.
If you have customized your rules form, the new fields are not available and
your customized version may no longer work to create new rules. Customization
prevents some updates from taking place. Existing customized rules still work;
however they are displayed in the new form. To use the new form fields after
upgrade, see KB0815967 for instructions on enabling the new
form.
Version 9.0: Ignore some configuration item (CI) classes by setting the
ignoreCIClass
[sn_sec_cmn.ignoreCIClass ] system property. While this
property is present after upgrade it does not work automatically. For upgrade
instructions on how to enable this functionality, see KB0788209 .
Integration upgrade information
Rapid7 Vulnerability Integration Version 9.0: Before you
upgrade, ensure each of the CI Lookup Rules is Order values is unique. If
there are CI Lookup Rules with the same Order value, they may not upgrade
correctly. After upgrade, the Rapid7 InsightVM lookup rules are
assigned new Order values. Rapid7 Data
Warehouse Order values remain the same. See KB0786526 for more information.
Version
9.0: If the Create CVE entry check box in the
configuration page was cleared in an earlier version, the system property,
sn_vul_r7.create_cve_for_vulnerabilities is set
to true upon upgrade. Vulnerability Response features such as
exploits, solutions, and so on, rely on the import of CVEs and do not work
effectively without them.
Version 9.0: If you have customized CI
Lookup Rules for Rapid7 InsightVM in a previous version, you need
to redo them in version 9.0. CI Lookup Rules for Rapid7 InsightVM
are not carried forward during upgrade. See KB0786526 for information on updating the
rules.
Prior to London v6.2 or Kingston v5.1, the Rapid7
Vulnerability Integration used an identifier from the Rapid7
Nexpose data warehouse that was not unique across multiple data
warehouses. Starting with London v6.2 and Kingston v5.1, the
nexpose_id, which is globally consistent, replaced it.
If you have an existing
Rapid7 Vulnerability Integration
version earlier than London v6.2 or Kingston v5.1, and you upgrade to the
latest
Rapid7 Vulnerability Integration version, you may get an
"Import relies on nexpose_id" error. In that case, update the SQL query
sent to your
Rapid7 Nexpose data warehouse with the
nexpose_id. Without it, various features of
Vulnerability Response and
Rapid7 Vulnerability
Integration will not work properly. See
KB0751331 to add the
nexpose_id
to the SQL import query.
Note: This condition is true for a Rapid7
Nexpose data warehouse upgrade or to migrate from the Rapid7
Nexpose data warehouse to Rapid7 InsightVM .
Qualys Vulnerability Integration
Version 9.0: Upon upgrade from any existing Qualys Vulnerability
Integration , the new Host List integration automatically enables a
Qualys instance if the existing Host List Detection integration
is also enabled for that instance.
New York
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 .
Integration upgrade information
Rapid7 Vulnerability Integration
Version 9.0: Before you upgrade, ensure each of the CI Lookup Rules is
Order values is unique. If there are CI Lookup Rules with the same Order
value, they may not upgrade correctly. After upgrade, the Rapid7
InsightVM lookup rules are assigned new
Order values. Rapid7 Data Warehouse
Order values remain the same. See KB0786526 for more information.
Version 9.0: If the Create CVE entry check box in
the configuration page was cleared in an earlier version, the system
property, sn_vul_r7.create_cve_for_vulnerabilities
is set to true upon upgrade. Vulnerability Response features such as exploits, solutions, rely
on the import of Common Vulnerability and Exposure (CVEs) and do not work
effectively without them.
Version 9.0: If you have customized CI Lookup Rules for Rapid7
InsightVM in a previous version, you need to redo them in version
9.0. CI Lookup Rules for Rapid7 InsightVM are not carried forward
during upgrade. See KB0786526 for information on updating the
rules.
Prior to London v6.2 or Kingston v5.1, the Rapid7
Vulnerability Integration used an identifier from the Rapid7 Nexpose data warehouse that was not
unique across multiple data warehouses. Starting with London v6.2 and Kingston v5.1, the nexpose_id,
which is globally consistent, replaced it.
If you have an existing
Rapid7
Vulnerability Integration version earlier than
London v6.2 or
Kingston v5.1, and you
upgrade to the latest
Rapid7 Vulnerability
Integration version, you may get an "Import relies on nexpose_id"
error. In that case, update the SQL query sent to your
Rapid7 Nexpose data warehouse with the
nexpose_id. Without it, various features of
Vulnerability Response and
Rapid7 Vulnerability Integration won't
work properly. See
KB0751331 to add the
nexpose_id
to the SQL import query.
Note: This condition exists for a Rapid7 Nexpose data warehouse upgrade or
to migrate from the Rapid7 Nexpose data
warehouse to Rapid7 InsightVM .
Qualys Vulnerability Integration
Version 9.0: Upon upgrade from any existing Qualys Vulnerability Integration , the
Host List integration automatically enables a Qualys instance if the existing Host List Detection integration is
also enabled for that instance.
Orlando
Vulnerability Response
If you're upgrading from a previous version of
Vulnerability Response , the initial
Paris 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 .
Upgrade information from version 10.0, or version 9.0 to version 10.3: The
process described in KB0819117 to create change requests and use change
management with ITSM legacy Change Management plugins is now fully supported.
Starting with version 10.1, you can use new policy exception capabilities in
GRC : Policy and
Compliance Management from within v10.3 of the Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before
upgrading Vulnerability Response . If you've already
upgraded Vulnerability Response before Policy and Compliance Management , and you want
to use this feature, perform the upgrade procedures again in the correct order.
For more information, see Allow policy exception requests from
other applications .
Version 10.0: The Vulnerability Group Rules (VGR) form views have been revised.
If you've 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're displayed on the new form. To use the new form fields after
upgrade, see KB0815967 for instructions on enabling the new
form.
Version 10.0: If you perform an upgrade or install 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 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 doesn't work automatically. For
upgrade instructions on how to enable this functionality, see KB0788209 .
Upgrade information from the London (version 8.0 of
Vulnerability Response ) to Paris release: The VR Setup Assistant module is
overwritten with an incorrect URL. When upgrading from Madrid v7.0 to v8.0 Vulnerability Response
on the Paris platform, a duplicate Setup
Assistant module appears. See KB0749805 to remove the redundant module and fix the
incorrect URL issue.
Paris upgrade information from any release
before
Madrid :
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.
If you upgraded from a version of Vulnerability
Response before Madrid , your original
Overview page becomes the Overview (Legacy) module in the application
navigator. If you created a customized home page overview, the overview is
overwritten by the new reports dashboard. To access your customized home
page, Create a new module for your
customized home page and add it to the Vulnerability
Response application.
Paris upgrade information from the
Kingston release and earlier:
Unmatched configuration items (CIs) imported from Kingston or earlier versions of Qualys and
Rapid7 are transferred and listed in the
Discovered Items module during upgrade. However, these unmatched CIs cannot
be reclassified using the Reclassify button.
Unmatched CIs must be reclassified manually. To manually reclassify the CIs,
see Manually reclassify unmatched
configuration items from Discovered Items .
For releases prior to Orlando , during upgrade
the Vulnerable Item table is reparented to improve performance. If you have
a large number of vulnerable items, the upgrade process may take additional
time. No special handling is needed, however, stop any Vulnerability Response activities prior to the
upgrade and record your vulnerable item count.
Paris
Vulnerability Response integrations
Table 2. Version 10 Integration upgrade information
Integration
Version
Upgrade information to Paris
Qualys Vulnerability
Integration for Security Operations10.0
Retry for API failures such as timeouts
Rapid7 Vulnerability
Integration for Security Operations10.0
Retry for API failures such as timeouts
Paris
Walk-up Experience
Before upgrading, be aware that the following feature changes can affect your
customizations:
Your online check-in, as well as the onsite queue and onsite check-in
interfaces are updated to reflect the new data model and features.
Reports using Queue for grouping should use
Location due to a change in the Interaction
[interaction] table. Filtering is done based on
Channel instead of Type .
Notifications may no longer trigger due to State
changes in interactions, such as the On Hold state.
Reevaluate your custom notification conditions.
Business rules and other logic running on fields that are deprecated, for
example, Queue on the Interactions form.
Madrid
