Home Paris Release Notes Paris release notes Prepare your upgrade Pre- and post-upgrade tasks for various products

Pre- and post-upgrade tasks for various products

In preparation for your upgrade, review the upgrade and migration tasks for various applications and features. Plan to complete these tasks, when applicable, before or after the upgrade is complete.

Prepare your instance for a smooth upgrade

Pre-upgrade tasks, upgrade, post-upgrade tasks

Before you upgrade to Paris, review these pre- and post-upgrade tasks and complete the tasks as needed.

Upgrade and migration tasks

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.

Important: For any changes in the upgrade procedure for self-hosted customers, see KB0563844 for details.

Upgrade information

Product Release notes Family

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

Automated Test Framework

Note: Tests can be promoted to production instances, but the test execution property is disabled to prevent them from running on a production system. Run tests only on development, test, and other non-production instances. See Enable or disable executing Automated Test Framework tests

London

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

Customer Service Management

Create field-level ACL rules for some of the fields on the Contact (customer_contact) table. For details, see KB0724239.

London

Dashboards

Responsive dashboards are enabled by default on new instances. On upgrading instances, responsive canvas must be enabled by an administrator.

London

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

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:

You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
For more information, refer to HR Service Delivery upgrade information.

London

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:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

London

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

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

Password Reset

Platform feature – upgraded by default.

Note: The Password Reset application is not available during upgrade.

London

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:
1. Set the project property Enable firing of Business Rules on save from Planning Console to false, if it was set to true before upgrade.
2. 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

Security Incident Response

If you have completed an upgrade from Jakarta or Kingston to London, navigate to System Definition > Fix Scripts, 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 System Definition > Fix Scripts and deactivate the fix script. It is important that the script not be allowed to run more than one time.

London

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 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

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

Subscription Management

Platform feature – upgraded by default.

London

The List v3 plugin is no longer available for new deployments.

London

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 System Import Sets > Administration > Data Sources and searching by integration. See Manage attachments for more information.

Existing CI Identifier Rules are disabled by default but not removed. They appear in Security Operations > CI Lookup Rules. 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

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

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

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

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

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

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 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

Customer Service Management

Create field-level ACL rules for some of the fields on the Contact (customer_contact) table. For details, see KB0724239.

Madrid

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

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 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

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

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

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

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

HR Service Delivery

When upgrading from any release prior to Kingston, and you have customizations that reference script includes:

You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
For more information, refer to HR Service Delivery upgrade information.

Madrid

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

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:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Madrid

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:

The secure connection mode that you selected for your email server in the Email Account form (Enable TLS and Enable SSL fields).
The email client property settings for controlling:
- Email address autocomplete (glide.ui.email_client.autocomplete.group)
- From and Reply To email addresses displayed in the email client (glide.ui.email_client.from and glide.ui.email_client.reply_to)
- Email address recipient qualifiers (glide.ui.email_client.email_adresss.disambiguator and glide.ui.email_client.email_address.disambiguator_search)
The email client property settings are preserved in a default email client configuration created during upgrade. You can view the default configuration in the new Email Client Configuration [sys_email_client_configuration] table.
These email client properties are also deprecated in this release because these features can be set using email client configurations.

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

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

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

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

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

Security Incident Response

If you are upgrading directly from Jakarta or Kingston to this release (skipping the London release), navigate to System Definition > Fix Scripts, 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 System Definition > Fix Scripts and deactivate the fix script. It is important that the script is not allowed to run more than one time.

Madrid

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 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

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

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

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

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

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 Dependencies & Licensing > App Dependency 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

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

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 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

In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the fulfillment tasks that were completed before the transfer orders were upgraded are closed. For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for fulfillment and Prepare for shipment stages are closed because the tasks were completed before the upgrade.
Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer order. Close these tasks to move the transfer order through the fulfillment process.

New York

Authentication

If you are upgrading an instance that uses the Multi-SSO plugin for SAML, you should reference KB0756504 before you upgrade.

New York

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

Cloud Insights

You upgrade Cloud Insights on the System Applications page. See Upgrade Cloud Insights to release 1.3 .

New York

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

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.

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.

New York

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

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

To use these tracing systems, you must manually activate them. Version 1.6.2 of Contact Tracing contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

New York

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

To continue using Jenkins integrations after upgrading from version 1.11 or earlier, you must install the DevOps Integrations application from ServiceNow Store applications, and the Jenkins plugin for ServiceNow DevOps version 1.12 or later.

Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

After upgrading DevOps to version 1.12 or later, you must also upgrade the DevOps Insights application from ServiceNow Store applications.

After upgrading the DevOps Insights application to version 1.14, you must also install the DevOps Insights dashboard using the Solution Library to complete the DevOps Insights upgrade.

Starting with version 1.14, unless previously customized, you must activate and set the Run As credentials to System Administrator for DevOps scheduled job [DevOps] Daily Data Collection to collect daily Insights data.

Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

After upgrading from version 1.14 to version 1.15, the DevOps Insights dashboard Average Service Availability and Daily Service Availability widgets have been renamed to Average Service Availability - Last 30 days, and Service Availability Trend. Therefore, the original widgets (Average Service Availability and Daily Service Availability) can be manually deleted.

Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.

After upgrading to version 1.15, remove Open DevOps Change Request Aging and Open Non-DevOps Change Request Aging indicators from both [DevOps] Daily Data Collection and [DevOps] Historical Data Collection jobs to avoid related warnings or errors in the job log.

Note: You must select DevOps Insights scope from the application picker to edit a job indicator.

After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.

$(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
$(system.jobDisplayName) for classic pipelines

After upgrading to version 1.19, you must upgrade the DevOps Integrations application, and then the Jenkins plugin for ServiceNow DevOps to enable Jenkins features for version 1.19. If you upgrade the Jenkins plugin to version 1.19, you must upgrade both DevOps and DevOps Integrations applications to version 1.19 as well.

After upgrading to version 1.19, there may be Jenkins orchestration tasks or pipeline executions shown in ServiceNow DevOps that are not enabled for DevOps. This behavior may occur because the setting to enable or disable the Jenkins pipeline for ServiceNow DevOps has been ported from Jenkins to DevOps.

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

New York

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

Emergency Exposure Management

The Outlook meetings and Location tracing systems are installed with version 1.6.2 of Emergency Exposure Management and are active by default. To use other tracing systems, you must activate the Contact Tracing, Workplace Safety Management, or Field Service Management applications, manually activate the tracing systems in those apps, and configure the corresponding data sources.

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

New York

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

New York

Emergency Self Report

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]

New York

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 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

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

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

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:
- You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
- Refer to HR Service Delivery upgrade information.

New York

ITOM Health

New York

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.

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 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:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

ServiceNow now supports PowerShell 3.0 up to 5.1.

New York

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

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 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

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 and
- The 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:
1. Navigate to Password Reset > Extensions > Credential Store Types.
2. Select the instance.
3. On the Password Reset Credential Store Types form, select Use Flow.
4. Modify the subflows as needed. See Create IntegrationHub subflows to customize password reset processes.

New York

Platform security

New York

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

Predictive Intelligence

The quick start tests for Predictive Intelligence are recommended for any upgrades.

New York

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

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:
- Your existing Hybrid, Agile, or custom projects remain unchanged.
- If there are only stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Agile execution type.
- If there are only tasks associated with the project, then existing projects with the Null execution type are migrated to the Waterfall execution type.
- If there are tasks and stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Hybrid execution type.
  After the migration of existing projects upon upgrade, the related lists and links on the Project form and widgets in the Analytics tab of the Planning Console also change based on the updated project execution type.
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

Safe Workplace Dashboard

New York

Security Incident Response

If you are upgrading directly from the Jakarta or Kingston releases to the New York release (skipping the London release), navigate to System Definition > Fix Scripts, and run the Update integrations to multi domain fix script. Run this script to enable certain integrations to define multiple configurations.

For example, if you have multiple Splunk instances, you can create connections and queries that run sightings searches across multiple Splunk instances. After you run the fix script, navigate to System Definition > Fix Scripts and deactivate the fix script. Do not run the script more than one time.

New York

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 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.

New York

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 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

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

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

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.

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

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

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.

If you've previously installed Vulnerability Response, you don't need to install the Vulnerability Response Dependencies (com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.

Starting with version 10.1, you can use new policy exception capabilities in GRC: Policy and Compliance Management from within v10.3 of the Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response. If you've already upgraded Vulnerability Response before Policy and Compliance Management, and you want to use this feature, perform the upgrade procedures again in the correct order. For more information, see Allow policy exception requests from other applications.

Version 10.0: If you perform an upgrade to v10.0 and the VI age is not displayed in the Vulnerable Items list view and in the Age and Age closed fields on active VI (VIT) records in Days/Hours/Minutes (9 Days, 18 Hours, 29 Minutes) format, the Age column is not current in your instance. For more information about how to resolve this issue after an upgrade, see KB0749231.

Upgrade information from version 10.0, or version 9.0 to version 10.3: The process described in KB0819117 to create change requests and use change management with ITSM legacy Change Management plugins is now fully supported.

If you update from Vulnerability Response v7.0 or v8.0 to Vulnerability Response v9.0 or v10.0, you must install all the plugins listed under Dependencies & Licensing > App Dependency in the ServiceNow Store prior to installing Vulnerability Response.

For detailed information on upgrade from Kingston or London to Vulnerability Response, see Vulnerability Response upgrade information.

New columns added to the Vulnerable Item [sn_vul_vulnerable_item] table, to support new features, can result in longer upgrade times.

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

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The Emergency Exposure Management application is required to use this tracing system.

New York

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

New York

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

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.

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 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

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.

Orlando

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

Cloud Insights 1.3

Upgrade to Cloud Insights 1.3

Orlando

Cloud Management

Upgrading from any version of Cloud Management version 2 (starting in Kingston) is supported.
Catalog items created from cloud-native templates in releases prior to Kingston are treated as blueprint-based catalog items. As a result, you cannot modify the underlying template. There is no workaround.

Orlando

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

If you are upgrading Configuration Compliance, the initial Orlando version (10.0) is available immediately in your instance. Going forward, all updates to Configuration Compliance are only available in the ServiceNow Store. For more information about released versions of the Configuration Compliance application, compatibility with Orlando, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes.

Table 2. Upgrade information for Versions 8.0 through 11.1 of Configuration Compliance to Orlando
Version	Upgrade description
11.1	Certified for Orlando in the ServiceNow Store. Use the Identification and Reconciliation Engine (IRE) to create new CIs when an existing CI cannot be matched with a host imported from a third-party scanner. Note the following changes: The CMDB CI Class Models application dependency is installed automatically with v 12.1 of Vulnerability Response for the new CMDB classes. This dependency may take some time to install. As part of the CMDB CI Class Models application, two new classes, Unclassed Hardware and Incomplete IP Identified Device, replace the Unmatched CI class when unmatched CIs are created. Incomplete IP Identified Device is used only when the IP address in the host information is received from the scanner. Unclassed Hardware is used when at least one additional attribute, for example, DNS, netBIOS, or MAC_ADDRESS, included with the IP address in the host information received from the scanner. Dependent CI (Network Adaptor and IP Address) is created when both the IP address and MAC address are in the payload received from the scanner.
11.0	Certified for Orlando in the ServiceNow Store.
10.0-10.3	Application administration is not enabled by default in Configuration Compliance for upgrades. If you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom table. If you add custom roles or custom ACLs, and you enable Application administration, retest those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set correctly to enable access to application administration. Note: Once enabled, Application administration cannot be disabled.
9.0	When you upgrade from any existing Qualys Vulnerability Integration, the newly created Host List Integration record matches the active flag on the corresponding Host Detection Integration record for that Qualys instance.
9.0	Adding or deleting test results from test result groups is not immediately available upon upgrade and must be added manually. See KB0860844 for more information.
9.0	The Assigned to and Assignment group fields are not added to the Test Results form and list view during upgrade and must be added manually. See KB0791819 for instructions to add this feature. To reduce the upgrade time, if you have the Qualys product or a third-party integration installed, delete all attachments on your integration data sources. You can find the attachments by navigating to System Import Sets > Administration > Data Sources and searching by integration. See Manage attachments for more information.
8.0	If you've previously installed Configuration Compliance and want an update from the ServiceNow Store, you don't need to activate the Configuration Compliance Dependencies (com.snc.vulc_dep) plugin before you install the Configuration Compliance update.

Orlando

Configuration Management Database (CMDB)

After upgrading to Orlando, CMDB configuration items (CIs) in Agent Workspace appear by default in the new CMDB Workspace form view instead of the Workspace form view. If you customized the Workspace form view for any CMDB class, you can set that class to continue to appear in the customized Workspace form view.

Navigate to Workspace Experience > Forms > Workspace View Rules.
In the Workspace View Rules list view, select the table that you want to continue to view using the customized Workspace form view.
Click the Lookup using list icon of the View field. Then select Workspace in the UI Views dialog box.
Click Update.

Orlando

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Orlando

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

DevOps

Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

After upgrading DevOps to version 1.12 or later, you must also upgrade the DevOps Insights application from ServiceNow Store applications.

After upgrading the DevOps Insights application to version 1.14, you must also install the DevOps Insights dashboard using the Solution Library to complete the DevOps Insights upgrade.

Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.

Note: You must select DevOps Insights scope from the application picker to edit a job indicator.

After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.

$(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
$(system.jobDisplayName) for classic pipelines

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

Orlando

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

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

Orlando

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Orlando

Emergency Self Report

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]

Orlando

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

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 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

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

IntegrationHub

Client Software Distribution (CSD) now uses ServiceNow® Flow Designer flows and subflows to automatically deploy and revoke software instead of workflows. If you're using Microsoft System Center Configuration Management (SCCM) as a provider to perform CSD operations, the following changes may apply:
- If you have not customized any base system Client Software Distribution workflows, the instance uses Flow Designer flows and subflows to perform Client Software Distribution operations by default instead of workflows. Enable or disable the Use Flow option to use workflows or flows.
  Note: If you want to use flows, ensure that you create and configure the required Connection and Credential alias for SCCM deployments.
- If you have customized base system Client Software Distribution workflows, the system continues to use the selected workflows by default.

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

ITOM Optimization

Orlando

ITOM Visibility

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

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

MID Server

If you have installed your own Java Runtime Environment (JRE), the upgrade process takes the following actions to ensure that the MID Server uses a supported JRE (minimum version 1.8.0_161):

If a MID Server is using an unsupported version of the Java Runtime Environment (JRE) when it upgrades, the upgrade process replaces that JRE with the OpenJDK bundled with the MID Server installer.
If a supported JRE is running on the MID Server host, the upgraded MID Server uses that Java version.

All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, learn how the system manages MID Server upgrades.

To enhance security, the MID Server performs a certificate check on communications with ServiceNow using the OCSP protocol. Firewalls and proxy configurations may block calls to the OCSP Entrust server, which prevents the MID Server from working. You may need to change your firewall permissions so the OCSP traffic to go through properly. For more information and resolutions, see the HI Knowledge Base article [KB0813636].

Only one Windows MID Server service is permitted per executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder cannot start. See MID Server fails to start for more information.

ServiceNow now supports PowerShell 3.0 up to 5.1.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Orlando

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

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.

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.

Orlando

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

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 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

Orlando

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're upgrading Security Incident Response directly from the Jakarta or Kingston releases to the New York release (skipping the London release), navigate to System Definition > Fix Scripts, and run the Update integrations to multi domain fix script. Run this script to enable certain integrations to define multiple configurations.

For example, if you have multiple Splunk instances, you can create connections and queries that run across sightings searches multiple Splunk instances. After you run the fix script, navigate to System Definition > Fix Scripts and deactivate the fix script. Don't run the script more than one time.

Orlando

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 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.

ServiceNow now supports PowerShell 3.0 up to 5.1.

Orlando

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

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

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

Orlando

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

Vulnerability Response

If you're upgrading from a previous version of Vulnerability Response, the initial Orlando version is available immediately in your instance. Versions 9.0 (platform upgrade only), 10.0, 10.3, 11.0, 12.0, 12.1 and 12.2 of Vulnerability Response are compatible with Orlando. All updates to Vulnerability Response are only available in the ServiceNow® Store. For detailed information about upgrading from a previous version of Vulnerability Response see, Vulnerability Response upgrade information.

For release notes for third-party integrations with Vulnerability Response for the Orlando release, see Vulnerability Response integrations release notes.
For more information about released versions of the Vulnerability Response application, compatibility with Orlando, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes.

Orlando

Vulnerability Response integrations

For upgrade information about third-party applications that are supported by Vulnerability Response, see Vulnerability Response integrations upgrade information. Versions 9.0 (platform upgrade only), 10.0, 10.3, 11.0, 12.0, 12.1 and 12.2 of Vulnerability Response are compatible with Orlando. For the release notes for the Vulnerability Response application, see Vulnerability Response release notes.

For more information about released versions of the Vulnerability Response application and third-party applications, compatibility with Orlando, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes.

Orlando

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

Orlando

Workplace Safety Management

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

Asset Management

New system properties are added in theParis 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

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 (ATF)

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, 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 1.3

Upgrade to Cloud Insights 1.3

Paris

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

Configuration Compliance

If you're upgrading Configuration Compliance, the initial Paris version (11.0) is available immediately in your instance. All updates to Configuration Compliance are only available in the ServiceNow Store. For more information about released versions of the Configuration Compliance application, compatibility with Paris, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes.

Table 3. Upgrade information for Versions 10.0 through 11.1 of Configuration Compliance to Paris
Version	Upgrade description
11.1	Certified for Paris in the ServiceNow Store. Use the Identification and Reconciliation Engine (IRE) to create new CIs when an existing CI cannot be matched with a host imported from a third-party scanner. Note the following changes: The CMDB CI Class Models application dependency is installed automatically with Vulnerability Response for the new CMDB classes. This dependency may take some time to install. As part of the CMDB CI Class Models application, two new classes, Unclassed Hardware and Incomplete IP Identified Device, replace the Unmatched CI class when unmatched CIs are created. Incomplete IP Identified Device is used only when the IP address in the host information is received from the scanner. Unclassed Hardware is used when at least one additional attribute, for example, DNS, netBIOS, or MAC_ADDRESS, included with the IP address in the host information received from the scanner. Dependent CI (Network Adaptor and IP Address) is created when both the IP address and MAC address are in the payload received from the scanner.
11.0	Certified for Paris in the ServiceNow Store.
10.0-10.3	Application administration is not enabled by default in Configuration Compliance for upgrades. If you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom table. If you add custom roles or custom ACLs, and you enable Application administration, retest those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set correctly to enable access to application administration. Note: Once enabled, Application administration cannot be disabled.
Prior to 10.0	After upgrade if you have problems adding or deleting test results from test result groups, you must add them manually. See KB0860844 for more information about adding them manually.
	If you've previously installed Configuration Compliance prior to v8.0 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.

Paris

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, starting with the Paris release, Connect Support no longer receives enhancements or non-priority bug fixes. Consider moving to ServiceNow® Advanced Work Assignment (AWA) and ServiceNow® Agent Chat to automatically assign and route chat requests and other work items to agents. For details on the features and benefits that AWA and Agent Chat offer, see Move from Connect Support to Advanced Work Assignment and Agent Chat.

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

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Paris

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 website to download the Jenkins plugin for 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.

Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.

Note: You must select DevOps Insights scope from the application picker to edit a job indicator.

After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.

$(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
$(system.jobDisplayName) for classic pipelines

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

Paris

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

Paris

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Paris

Emergency Self Report

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)

Paris

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.

Confirmation message to automatically update inline scripts containing legacy action numbering — Figure 1. Prompt to automatically update action numbers in inline scripts

Note: 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'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

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

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 Optimization

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

ITSM Virtual Agent

Paris

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.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

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

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

Policy and Compliance Management

Paris

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

Safe Workplace Dashboard

Paris

Security Incident Response

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 System Definition > Fix Scripts and deactivate the fix script. Don't run the script more than one time.

Paris

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

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

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 Risk Management

Paris

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 Collaboration > Branding and Chat Menu). 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

Versions 10.0, 10.3, 11.0, 12.0, 12.1, and 12.2 of Vulnerability Response are compatible with Paris. If you're upgrading from a previous version of Vulnerability Response, the initial Paris version is available immediately in your instance. All updates to Vulnerability Response are only available in the ServiceNow® Store.

For upgrade information for the Vulnerability Response application to Paris, see Vulnerability Response upgrade information.

For more information about released versions of the Vulnerability Response application, compatibility with Paris, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes.

Paris

Vulnerability Response integrations

For upgrade information about third-party applications that are supported by Vulnerability Response, see Vulnerability Response integrations upgrade information. Versions 10.0, 10.3, 11.0, 12.0, 12.1, and 12.2 of Vulnerability Response are compatible with Paris. For new features for the Vulnerability Response application in the Paris release, see Vulnerability Response release notes.

Paris

Workplace Safety Management

Paris

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

Paris

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.

Quebec

Change Management

After you upgrade, note the following:

Quebec

Cloud Insights

Upgrade to Cloud Insights 1.3

Quebec

Cloud Provisioning and Governance

The Cloud Provisioning and Governance application was previously called Cloud Management. Upgrade to Cloud Provisioning and Governance from any version of Cloud Management v2, which was introduced in the Jakarta release. The Cloud Provisioning and Governance application is incompatible with the legacy v1 Cloud Management application. You cannot simultaneously use both Cloud Provisioning and Governance and legacy v1 Cloud Management.

Quebec

Configuration Compliance

If you're upgrading Configuration Compliance from a previous version, the initial Quebec version is available immediately in your instance. All updates to Configuration Compliance are available only in the ServiceNow Store. Versions 10.0, 10.3, 11.0, and 11.1 of Configuration Compliance are compatible with Quebec.

For more information about released versions of the Configuration Compliance application, compatibility with Quebec, and schema changes, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the HI Knowledge Base.

Table 4. Upgrade information for Versions 10.0 through 11.1 of Configuration Compliance to Quebec
Version	Upgrade description
11.1	Certified for Quebec in the ServiceNow Store. The Identification and Reconciliation Engine (IRE) creates new CIs when an existing CI cannot be matched with a host imported from a third-party scanner. Note the following changes: The CMDB CI Class Models application dependency for this feature is installed automatically with v12.1 of Vulnerability Response and may take some time to install. As part of the CMDB CI Class Models application, two new classes, Unclassed Hardware and Incomplete IP Identified Device, replace the Unmatched CI class when unmatched CIs are created. Incomplete IP Identified Device is used only when the IP address in the host information is received from the scanner. Unclassed Hardware is used when at least one additional attribute, for example, DNS, netBIOS, or MAC_ADDRESS, is included with the IP address in the host information received from the scanner. Dependent CI (Network Adaptor and IP Address) is created when both the IP address and MAC address are in the payload received from the scanner.
11.0	Certified for Quebec in the ServiceNow Store.
10.0 through 10.3	Application administration is not enabled by default in Configuration Compliance for upgrades. If you add custom tables that rely on inherited ACLs, you must re-create 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.
Prior to 10.0	After an upgrade, your group rules might not add or delete test results automatically from test result groups. For the steps to add or delete your test results manually and insert the Group rule field on Test Result Group forms, see the Adding or deleting test results in Configuration Compliance v9.0 after upgrade [KB0860844] article in the HI Knowledge Base.
	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.

Quebec

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Quebec

DevOps

For all new installations of the DevOps application on Quebec, you must set the com.snc.change_management.change_model.type_compatibility property to True.

After you upgrade the DevOps application, you must also upgrade the DevOps Integrations and the DevOps Insights applications to the latest versions.

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

Quebec

Document Viewer

Document Viewer does not support FedRAMP instances, instances that are on-premises, or instances that use Encryption Support.

Quebec

Dynamic Translation

Migrate to version v3 to use the latest subflows and actions. For information on migrating to version v3, see Migrate to version v3.

Quebec

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

Quebec

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Quebec

Emergency Self Report

Quebec

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)

Quebec

Governance, Risk, and Compliance

If you're upgrading Governance, Risk, and Compliance applications, the initial Quebec versions are available immediately in your instance. Going forward, all updates to GRC applications are only available in the ServiceNow Store.

If you've previously installed GRC applications and want an update from the ServiceNow Store, you don't need to activate the Dependencies plugins for GRC applications before you install the application updates.

When you download and install GRC applications from the ServiceNow Store, dependency plugins are automatically activated. For example, when you activate the ServiceNow®Policy and Compliance Management application, 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 Quebec 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.

Quebec

HR Service Delivery Case and Knowledge Management

Customizations that reference a script include prior to an upgrade can lead to Restricted Caller Access (RCA) errors. For example, an RCA error occurs when custom code references a script include where the caller access has changed to caller restriction after the upgrade. To help prevent this issue, you can do one of the following:

Add the appropriate RCA record.
Reset the script include's caller access to none.

Note: Resetting a script include will customize the script include. Customization makes it more difficult to receive future base system fixes and features that affect the script include. For more information on fixing RCA errors, see How to fix the red popup "...must declare a cross scope access privilege" errors. blog post by a ServiceNow® Senior Advisory Solution Architect in the ServiceNow® Now Community.

Quebec

HR Service Delivery Employee Service Center

Add the appropriate RCA record.
Reset the script include's caller access to none.

Note: Resetting a script include will customize the script include. Customization makes it more difficult to receive future base system fixes and features that affect the script include. For more information on fixing RCA errors, see How to fix the red popup "...must declare a cross scope access privilege" errors blog post by a ServiceNow® Senior Advisory Solution Architect in the ServiceNow® Now Community.

Quebec

HR Service Delivery Enterprise Onboarding and Transitions

Add the appropriate RCA record.
Reset the script include's caller access to none.

Quebec

ITOM Optimization

To correctly discover cloud resources on your infrastructure, install the latest available release of the Discovery and Service Mapping Patterns (com.sn_itom_pattern) plugin from the ServiceNow Store.

Quebec

MID Server

When upgrading to Quebec, the MID Server has new system and network requirements. The following changes may be necessary to prepare for the upgrade.

As part of the migration to 64-bit MID Server, ServiceNow no longer supports new installations of 32-bit MID Servers in Quebec. For more information, see Supported platform changes for MID Server [KB0863694].
Due to end-of-life from the vendor, migrate deprecated legacy systems such as Windows Server 2008, cent OS 6, and Ubuntu 14. For more information, see Supported platform changes for MID Server [KB0863694].
MID Server supports and is bundled with Java 11. MID Server does not upgrade to JRE 11 for Linux MID Servers with 32-bit hosts or glibC versions lower than 2.17. For more information, see MID Server system requirements.
Before upgrading, prepare your network and integrations that use MID Server for the MID Server certificate check policies. For more information, see MID Server TLS/SSL certificate check policy Quebec upgrade information [KB0867397] and MID Server certificate check security policies.

For more information on new features in the Quebec release, see New in the Quebec release. For the latest MID Server system requirements, see MID Server system requirements.

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 the Java Development Kit (JDK). During an upgrade, MID Server will automatically verify the signature and throw an exception if something is 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.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Quebec

Mobile

See the following links if you're upgrading from ServiceNow Classic or migrating from the Madrid release.

Migrate from ServiceNow Classic to ServiceNow mobile to take advantage of features such as rapid development, offline capability, and integration with native mobile device features. For details on migrating from ServiceNow Classic, see Migrate from Classic mobile to ServiceNow mobile

Migrate your mobile applications to Quebec to take advantage of the improved features and continue editing within Studio. For details on this process, see Mobile migration from Madrid to New York and later releases

Quebec

Performance Analytics

If you have been using KPI Signals since Paris, then assign a level of responsibility to all users who should act on a signal. The pa_kpi_signal_admin role is no longer sufficient. For more information, see the "Responsibility for KPI Signals" item under the "New in the Quebec release" section.

Quebec

Platform security

For upgrading users, the Compliant and Non-Compliant labels in the Hardening Compliance Configuration page in the Instance Security Center continue to read as Pass and Fail, as in earlier releases. For new non-upgrading users, these labels read as Compliant and Non-Compliant.

Quebec

Policy and Compliance Management

Quebec

Process Automation Designer

When upgrading from Paris to Quebec, any declarative actions associated with activity definitions for a playbook experience configuration record other than the default playbook experience record will automatically be associated with the default playbook experience configuration record. For more information, see Create Playbook experience configurations.

Quebec

Project Portfolio Management

If you want to use multiple currencies to manage your demands, then activate the PPM Standard Multicurrency (com.snc.ppm_multicurrency) plugin. You must make the following changes:

Specify your currency preference by navigating to Project Administration > Settings > Preferences-Project. For more information, see Select demand currency preference.
Run the Upgrade demand currency fields for active demands scheduled job to convert the costs and benefit values of your existing active demands into the currency of your choice.
Run the Upgrade demand currency fields for inactive demands scheduled job to convert the costs and benefit values of your existing inactive demands into the currency of your choice.

If you are upgrading Resource Management from a previous release, then you must make the following changes:

Run the Update Resource Plan’s Allocation Members List field scheduled job to fill up the Confirmed/Allocated Users field in the Resource Plan form.
Run the Update FTE in Resource Aggregates scheduled job to add the FTE field in the resource aggregate reports.

Quebec

Safe Workplace Dashboard

Quebec

Security Incident Response

If you're upgrading Security Incident Response directly from the Jakarta or Kingston releases (skipping the London release), navigate to System Definition > Fix Scripts, and run the Update integrations to multi domain fix script. Run this script to enable certain integrations to define multiple configurations.

For example, if you have multiple Splunk instances, you can create connections and queries that run across a sightings search for multiple Splunk instances. After you run the fix script, navigate to System Definition > Fix Scripts and deactivate the fix script. Don't run the script more than one time.

Quebec

Software Asset Management

For information about upgrading from the Software Asset Management Foundation plugin (com.snc.sams), see Revert Software Asset Management Customizations.

Consider the following upgrade scenarios if you are managing Microsoft Office 365 or Adobe Cloud subscriptions:

If you are managing Microsoft Office 365 or Adobe Cloud subscriptions, but you have not activated the Software Asset Management - SaaS License Management integrations (com.sn_sam_saas_int) plugin, you must request and activate the plugin from the ServiceNow Store.
If you are managing Microsoft Office 365 or Adobe Cloud subscriptions, and you have already activated the Software Asset Management - SaaS License Management integrations (com.sn_sam_saas_int) plugin, no additional action is required.

If you are managing an existing DocuSign integration, consumption summary data is displayed only on the DocuSign DocuSign Envelopes software model. In addition, existing software entitlements for your DocuSign envelopes are migrated to the DocuSign DocuSign Envelopes software model. The Metric group and License metric fields for those entitlements are automatically updated to Consumption.

Quebec

Upgrade Center

Use the Upgrade Preview module to explore the different release versions available to you.
Gain insights about the experience of an upgrade without actually upgrading your instance.
Use the new Upgrade Monitor module to monitor the status of any ongoing upgrade and view the summary of your latest upgrade.
Use the Upgrade History module to view all your past upgrades.

Quebec

Vendor Risk Management

Quebec

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: This release supports chat experiences that you can define for your end users that are tailored to the environment (context) in which they run Virtual Agent. A chat experience includes the setup topics that comprise the basic structure of bot conversations, such as the greeting and closing.

When you upgrade to this release, the setup topics that you used or customized in the previous release are preserved as the default chat experience. After upgrading, you can continue to use your setup topics as the default chat experience.

Note: With this upgrade, the Live Agent Transfer and Virtual Agent Feedback topics are not listed in the Virtual Agent topic picker menu by default. You must select them as part of the default or a custom chat experience.
Virtual Agent messaging integrations for Slack, Microsoft Teams, or Workplace from Facebook: After you upgrade, existing integrations continue working if no changes are made to Virtual Agent conversations.
Migrating to the Unified Data Model (UDM): In this release, Agent Chat and Virtual Agent data models are combined into a common Unified Data Model, which provides a seamless end-to-end chat experience, new feature capabilities, and improved performance and scalability. The migration to this data model happens automatically as part of the upgrade process. There is no impact, unless you customized anything related to Agent Chat. If you have customizations, you’ll need to determine how they work with the new schema. For details on the schema change and evaluating how it affects your customizations, see KB0868648.

Quebec

Vulnerability Response

Versions 10.0, 10.3, 11.0, 12.0, 12.1, and 12.2 of Vulnerability Response are compatible with Quebec. If you're upgrading from a previous version of Vulnerability Response, the initial Quebec version is available immediately in your instance. All updates to Vulnerability Response are available only in the ServiceNow® Store.

For upgrade information for the Vulnerability Response application for Quebec, see Vulnerability Response upgrade information.

For more information about released versions of the Vulnerability Response application, compatibility with Quebec, and schema changes, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the HI Knowledge Base.

Quebec

Vulnerability Response integrations

For more information about released versions of Vulnerability Response, third-party applications, compatibility with Quebec, and schema changes, see the KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes article in the Now Support Knowledge Base.

For information about new features in the Quebec release for Vulnerability Response, see Vulnerability Response release notes.

Quebec

Walk-up Experience

The Explicit Role (com.glide.explicit_roles) plugin was introduced in the Now Platform Paris release. When installed, users are assigned security roles, either snc_internal or snc_external. With the Quebec release, for new installations, Walk-up Experience has added a dependency on this plugin to explicitly set the Walk-up Experience user as an external user.

When upgrading existing Walk-up Experience installations to Quebec, the Walk-up Experience user is assigned snc_internal instead of snc_external. This is because the Explicit Role plugin assigns all users, including Walk-up Experience users, to snc_internal. Walk-up Experience cannot remove snc_internal during upgrade. For new installations of Walk-up Experience, this process works automatically.

After upgrading to Quebec, you'll need to remove the snc_internal role from the Walk-up Experience user account, or from any users with the sn_walkup.walkup_login role created to log into the Walk-up Experience kiosk. Then you'll need to add the snc_external role to the users. This process won't be necessary for upgrades after Quebec.

Note: Refer to Explicit Role plugin for details about the plugin and Explicit Roles for more information about this upgrade process.

Quebec

Workplace Safety Management

Quebec

Previous topic

Next topic

Release version

Pre- and post-upgrade tasks for various products

In preparation for your upgrade, review the upgrade and migration tasks for various applications and features. Plan to complete these tasks, when applicable, before or after the upgrade is complete.

Prepare your instance for a smooth upgrade

Before you upgrade to Paris, review these pre- and post-upgrade tasks and complete the tasks as needed.

Upgrade and migration tasks

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.

Important: For any changes in the upgrade procedure for self-hosted customers, see KB0563844 for details.

Upgrade information

Product Release notes Family

Asset Management

London

Automated Test Framework

London

Cloud Management

London

Customer Service Management

Create field-level ACL rules for some of the fields on the Contact (customer_contact) table. For details, see KB0724239.

London

Dashboards

Responsive dashboards are enabled by default on new instances. On upgrading instances, responsive canvas must be enabled by an administrator.

London

Edge Encryption

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

Guided Tour Designer

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

When upgrading from any release prior to Kingston, and you have customizations that reference script includes:

You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
For more information, refer to HR Service Delivery upgrade information.

London

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:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

London

Notifications

London

Operational Intelligence

London

Password Reset

Platform feature – upgraded by default.

Note: The Password Reset application is not available during upgrade.

London

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:
1. Set the project property Enable firing of Business Rules on save from Planning Console to false, if it was set to true before upgrade.
2. 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

Security Incident Response

London

Service Catalog

London

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

Software Asset Management

London

Subscription Management

Platform feature – upgraded by default.

London

The List v3 plugin is no longer available for new deployments.

London

Vulnerability Response

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.

London

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

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.

Madrid

Automated Test Framework

Madrid

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

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

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.

Madrid

Configuration Management Database (CMDB)

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

Customer Service Management

Create field-level ACL rules for some of the fields on the Contact (customer_contact) table. For details, see KB0724239.

Madrid

DevOps

Note: DevOps versions up to 1.13 are supported in the Madrid release.

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

Edge Encryption

Madrid

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Madrid

Emergency Self Report

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]

Madrid

Event Management

Madrid

Field Service Management

Madrid

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

HR Service Delivery

When upgrading from any release prior to Kingston, and you have customizations that reference script includes:

You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
For more information, refer to HR Service Delivery upgrade information.

Madrid

Knowledge Management

The Knowledge Management Core plugin (com.glideapp.knowledge) is active by default for new or upgrade customers.

Madrid

MID Server

For additional information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Madrid

Notifications

The secure connection mode that you selected for your email server in the Email Account form (Enable TLS and Enable SSL fields).
The email client property settings for controlling:
- Email address autocomplete (glide.ui.email_client.autocomplete.group)
- From and Reply To email addresses displayed in the email client (glide.ui.email_client.from and glide.ui.email_client.reply_to)
- Email address recipient qualifiers (glide.ui.email_client.email_adresss.disambiguator and glide.ui.email_client.email_address.disambiguator_search)
The email client property settings are preserved in a default email client configuration created during upgrade. You can view the default configuration in the new Email Client Configuration [sys_email_client_configuration] table.
These email client properties are also deprecated in this release because these features can be set using email client configurations.

Madrid

Notify

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.

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

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

Platform security

Madrid

Project Portfolio Management

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

Safe Workplace Dashboard

Madrid

Security Incident Response

Madrid

Service Catalog

Madrid

Service Portfolio Management

Madrid

Software Asset Management

Madrid

Subscription Management

Madrid

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

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

Vulnerability Response

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.

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

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

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 Workspace

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

New York

Asset Management

In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the fulfillment tasks that were completed before the transfer orders were upgraded are closed. For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for fulfillment and Prepare for shipment stages are closed because the tasks were completed before the upgrade.
Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer order. Close these tasks to move the transfer order through the fulfillment process.

New York

Authentication

If you are upgrading an instance that uses the Multi-SSO plugin for SAML, you should reference KB0756504 before you upgrade.

New York

Automated Test Framework

New York

Cloud Insights

You upgrade Cloud Insights on the System Applications page. See Upgrade Cloud Insights to release 1.3 .

New York

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

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.

New York

Configuration Management Database (CMDB)

New York

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

New York

Dashboards

Responsive dashboards enabled by default on upgrade to New York

If your instance requires non-responsive dashboard functionality, you can disable responsive dashboards.

New York

DevOps

Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

After upgrading DevOps to version 1.12 or later, you must also upgrade the DevOps Insights application from ServiceNow Store applications.

After upgrading the DevOps Insights application to version 1.14, you must also install the DevOps Insights dashboard using the Solution Library to complete the DevOps Insights upgrade.

Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.

Note: You must select DevOps Insights scope from the application picker to edit a job indicator.

After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.

$(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
$(system.jobDisplayName) for classic pipelines

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

New York

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.

ServiceNow now supports PowerShell 3.0 up to 5.1.

New York

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

New York

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

New York

Emergency Self Report

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]

New York

Event Management

New York

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

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

Governance, Risk, and Compliance (GRC)

New York

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:
- You may experience issues with Restricted Caller Access (RCA) errors in certain HR functionality.
- Refer to HR Service Delivery upgrade information.

New York

ITOM Health

New York

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.

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 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.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

ServiceNow now supports PowerShell 3.0 up to 5.1.

New York

Mobile platform

New York

Now Platform User Interface

New York

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.

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

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 and
- The 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:
1. Navigate to Password Reset > Extensions > Credential Store Types.
2. Select the instance.
3. On the Password Reset Credential Store Types form, select Use Flow.
4. Modify the subflows as needed. See Create IntegrationHub subflows to customize password reset processes.

New York

Platform security

New York

Policy and Compliance Management

New York

Predictive Intelligence

The quick start tests for Predictive Intelligence are recommended for any upgrades.

New York

Problem Management

New York

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:
- Your existing Hybrid, Agile, or custom projects remain unchanged.
- If there are only stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Agile execution type.
- If there are only tasks associated with the project, then existing projects with the Null execution type are migrated to the Waterfall execution type.
- If there are tasks and stories associated with the project, then existing projects with the Null or Waterfall execution type are migrated to the Hybrid execution type.
  After the migration of existing projects upon upgrade, the related lists and links on the Project form and widgets in the Analytics tab of the Planning Console also change based on the updated project execution type.
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

Safe Workplace Dashboard

New York

Security Incident Response

New York

Service Level Management

New York

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.

New York

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 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

Software Asset Management

For more upgrade information, see Software Asset Management upgrade information.

New York

Time Card Management

New York

Vendor Risk Management

New York

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

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.

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

Workplace Safety Management

New York

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

New York

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.

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

Audit Management

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 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

Automated Test Framework (ATF)

Orlando

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

Cloud Insights 1.3

Upgrade to Cloud Insights 1.3

Orlando

Cloud Management

Upgrading from any version of Cloud Management version 2 (starting in Kingston) is supported.
Catalog items created from cloud-native templates in releases prior to Kingston are treated as blueprint-based catalog items. As a result, you cannot modify the underlying template. There is no workaround.

Orlando

Coaching

Orlando

Configuration Compliance

Table 2. Upgrade information for Versions 8.0 through 11.1 of Configuration Compliance to Orlando
Version	Upgrade description
11.1	Certified for Orlando in the ServiceNow Store. Use the Identification and Reconciliation Engine (IRE) to create new CIs when an existing CI cannot be matched with a host imported from a third-party scanner. Note the following changes: The CMDB CI Class Models application dependency is installed automatically with v 12.1 of Vulnerability Response for the new CMDB classes. This dependency may take some time to install. As part of the CMDB CI Class Models application, two new classes, Unclassed Hardware and Incomplete IP Identified Device, replace the Unmatched CI class when unmatched CIs are created. Incomplete IP Identified Device is used only when the IP address in the host information is received from the scanner. Unclassed Hardware is used when at least one additional attribute, for example, DNS, netBIOS, or MAC_ADDRESS, included with the IP address in the host information received from the scanner. Dependent CI (Network Adaptor and IP Address) is created when both the IP address and MAC address are in the payload received from the scanner.
11.0	Certified for Orlando in the ServiceNow Store.
10.0-10.3	Application administration is not enabled by default in Configuration Compliance for upgrades. If you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom table. If you add custom roles or custom ACLs, and you enable Application administration, retest those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set correctly to enable access to application administration. Note: Once enabled, Application administration cannot be disabled.
9.0	When you upgrade from any existing Qualys Vulnerability Integration, the newly created Host List Integration record matches the active flag on the corresponding Host Detection Integration record for that Qualys instance.
9.0	Adding or deleting test results from test result groups is not immediately available upon upgrade and must be added manually. See KB0860844 for more information.
9.0	The Assigned to and Assignment group fields are not added to the Test Results form and list view during upgrade and must be added manually. See KB0791819 for instructions to add this feature. To reduce the upgrade time, if you have the Qualys product or a third-party integration installed, delete all attachments on your integration data sources. You can find the attachments by navigating to System Import Sets > Administration > Data Sources and searching by integration. See Manage attachments for more information.
8.0	If you've previously installed Configuration Compliance and want an update from the ServiceNow Store, you don't need to activate the Configuration Compliance Dependencies (com.snc.vulc_dep) plugin before you install the Configuration Compliance update.

Orlando

Configuration Management Database (CMDB)

Navigate to Workspace Experience > Forms > Workspace View Rules.
In the Workspace View Rules list view, select the table that you want to continue to view using the customized Workspace form view.
Click the Lookup using list icon of the View field. Then select Workspace in the UI Views dialog box.
Click Update.

Orlando

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Orlando

Customer Service Management

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

DevOps

Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

After upgrading DevOps to version 1.12 or later, you must also upgrade the DevOps Insights application from ServiceNow Store applications.

After upgrading the DevOps Insights application to version 1.14, you must also install the DevOps Insights dashboard using the Solution Library to complete the DevOps Insights upgrade.

Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.

Note: You must select DevOps Insights scope from the application picker to edit a job indicator.

After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.

$(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
$(system.jobDisplayName) for classic pipelines

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

Orlando

Discovery

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

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

Orlando

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Orlando

Emergency Self Report

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]

Orlando

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

Governance, Risk, and Compliance

Orlando

HR Service Delivery

Orlando

IntegrationHub

Client Software Distribution (CSD) now uses ServiceNow® Flow Designer flows and subflows to automatically deploy and revoke software instead of workflows. If you're using Microsoft System Center Configuration Management (SCCM) as a provider to perform CSD operations, the following changes may apply:
- If you have not customized any base system Client Software Distribution workflows, the instance uses Flow Designer flows and subflows to perform Client Software Distribution operations by default instead of workflows. Enable or disable the Use Flow option to use workflows or flows.
  Note: If you want to use flows, ensure that you create and configure the required Connection and Credential alias for SCCM deployments.
- If you have customized base system Client Software Distribution workflows, the system continues to use the selected workflows by default.

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

ITOM Optimization

Orlando

ITOM Visibility

ServiceNow now supports PowerShell 3.0 up to 5.1.

Orlando

ITSM Virtual Agent

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

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

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.

ServiceNow now supports PowerShell 3.0 up to 5.1.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Orlando

Platform security

Orlando

Policy and Compliance Management

Orlando

Predictive Intelligence

Orlando

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.

Orlando

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

Orlando

Search administration

For more details about the V4 indexing upgrade, see Configure multiple tables for indexing and searching

Orlando

Security Incident Response

Orlando

Service Level Management

Orlando

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.

ServiceNow now supports PowerShell 3.0 up to 5.1.

Orlando

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

For more upgrade information, see Software Asset Management upgrade information.

Orlando

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

Orlando

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

Vulnerability Response

For release notes for third-party integrations with Vulnerability Response for the Orlando release, see Vulnerability Response integrations release notes.
For more information about released versions of the Vulnerability Response application, compatibility with Orlando, and schema changes, see KB0856498 Vulnerability Response Compatibility Matrix and Release Schema Changes.

Orlando

Vulnerability Response integrations

Orlando

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

Orlando

Workplace Safety Management

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.

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

Asset Management

New system properties are added in theParis 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.

Paris

Authentication

Note: For a new or zBooted instance, this property is already set to true.

Paris

Automated Test Framework (ATF)

Paris

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 1.3

Upgrade to Cloud Insights 1.3

Paris

Cloud Provisioning and Governance

Paris

Configuration Compliance

Table 3. Upgrade information for Versions 10.0 through 11.1 of Configuration Compliance to Paris
Version	Upgrade description
11.1	Certified for Paris in the ServiceNow Store. Use the Identification and Reconciliation Engine (IRE) to create new CIs when an existing CI cannot be matched with a host imported from a third-party scanner. Note the following changes: The CMDB CI Class Models application dependency is installed automatically with Vulnerability Response for the new CMDB classes. This dependency may take some time to install. As part of the CMDB CI Class Models application, two new classes, Unclassed Hardware and Incomplete IP Identified Device, replace the Unmatched CI class when unmatched CIs are created. Incomplete IP Identified Device is used only when the IP address in the host information is received from the scanner. Unclassed Hardware is used when at least one additional attribute, for example, DNS, netBIOS, or MAC_ADDRESS, included with the IP address in the host information received from the scanner. Dependent CI (Network Adaptor and IP Address) is created when both the IP address and MAC address are in the payload received from the scanner.
11.0	Certified for Paris in the ServiceNow Store.
10.0-10.3	Application administration is not enabled by default in Configuration Compliance for upgrades. If you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom table. If you add custom roles or custom ACLs, and you enable Application administration, retest those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set correctly to enable access to application administration. Note: Once enabled, Application administration cannot be disabled.
Prior to 10.0	After upgrade if you have problems adding or deleting test results from test result groups, you must add them manually. See KB0860844 for more information about adding them manually.
	If you've previously installed Configuration Compliance prior to v8.0 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.

Paris

Configuration Management Database (CMDB)

Paris

Connect Support

Paris

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Paris

DevOps

Visit the Ancillary Software section on the ServiceNow Store website to download the Jenkins plugin for ServiceNow DevOps.

After upgrading DevOps to version 1.12 or later, 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.

Before upgrading or installing version 1.15, install Service Portfolio Management Foundation (com.snc.service_portfolio) plugin.

Note: You must select DevOps Insights scope from the application picker to edit the Insights dashboard.

Note: You must select DevOps Insights scope from the application picker to edit a job indicator.

After upgrading to version 1.18, for existing artifact and package setup in Azure YAML pipelines, change the format of the stageName in artifact and package payloads.

$(system.stageName)/$(system.jobDisplayName) for non-classic (YAML) pipelines
$(system.jobDisplayName) for classic pipelines

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

Paris

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

Paris

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Paris

Emergency Self Report

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)

Paris

Flow Designer

For more information about new action numbering in Flow Designer, see flow actions.

Paris

Governance, Risk, and Compliance

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.

Paris

HR Service Delivery

Paris

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 Optimization

Paris

ITSM Virtual Agent

Paris

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_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.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Paris

Mobile

Paris

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.

Paris

Policy and Compliance Management

Paris

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

Safe Workplace Dashboard

Paris

Security Incident Response

Paris

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

Paris

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 Risk Management

Paris

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 Collaboration > Branding and Chat Menu). 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 upgrade information for the Vulnerability Response application to Paris, see Vulnerability Response upgrade information.

Paris

Vulnerability Response integrations

For upgrade information about third-party applications that are supported by Vulnerability Response, see Vulnerability Response integrations upgrade information. Versions 10.0, 10.3, 11.0, 12.0, 12.1, and 12.2 of Vulnerability Response are compatible with Paris. For new features for the Vulnerability Response application in the Paris release, see Vulnerability Response release notes.

Paris

Workplace Safety Management

Paris

Workplace Safety Management

The Workplace reservations tracing system is included in version 2.0.3 of Workplace Safety Management. This tracing system is not active by default. To use this tracing system for identifying potentially exposed employees, activate it and configure the corresponding data source in Workplace Safety Management. The ServiceNow Emergency Exposure Management application is needed to use this tracing system.

Paris

Automated Test Framework (ATF)

Quebec

Change Management

After you upgrade, note the following:

Quebec

Cloud Insights

Upgrade to Cloud Insights 1.3

Quebec

Cloud Provisioning and Governance

Quebec

Configuration Compliance

Table 4. Upgrade information for Versions 10.0 through 11.1 of Configuration Compliance to Quebec
Version	Upgrade description
11.1	Certified for Quebec in the ServiceNow Store. The Identification and Reconciliation Engine (IRE) creates new CIs when an existing CI cannot be matched with a host imported from a third-party scanner. Note the following changes: The CMDB CI Class Models application dependency for this feature is installed automatically with v12.1 of Vulnerability Response and may take some time to install. As part of the CMDB CI Class Models application, two new classes, Unclassed Hardware and Incomplete IP Identified Device, replace the Unmatched CI class when unmatched CIs are created. Incomplete IP Identified Device is used only when the IP address in the host information is received from the scanner. Unclassed Hardware is used when at least one additional attribute, for example, DNS, netBIOS, or MAC_ADDRESS, is included with the IP address in the host information received from the scanner. Dependent CI (Network Adaptor and IP Address) is created when both the IP address and MAC address are in the payload received from the scanner.
11.0	Certified for Quebec in the ServiceNow Store.
10.0 through 10.3	Application administration is not enabled by default in Configuration Compliance for upgrades. If you add custom tables that rely on inherited ACLs, you must re-create 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.
Prior to 10.0	After an upgrade, your group rules might not add or delete test results automatically from test result groups. For the steps to add or delete your test results manually and insert the Group rule field on Test Result Group forms, see the Adding or deleting test results in Configuration Compliance v9.0 after upgrade [KB0860844] article in the HI Knowledge Base.
	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.

Quebec

Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Quebec

DevOps

For all new installations of the DevOps application on Quebec, you must set the com.snc.change_management.change_model.type_compatibility property to True.

After you upgrade the DevOps application, you must also upgrade the DevOps Integrations and the DevOps Insights applications to the latest versions.

After upgrading to version 1.21, these exceptions apply to the cascade delete feature:

When an Artifact Version or Package parent record is deleted, Artifact Staged Request child records are not deleted, and the Artifact Version or Package is set to empty.
A Build Test Summary parent record cannot be deleted until any Build Test Result records referencing it are deleted first.

Quebec

Document Viewer

Document Viewer does not support FedRAMP instances, instances that are on-premises, or instances that use Encryption Support.

Quebec

Dynamic Translation

Migrate to version v3 to use the latest subflows and actions. For information on migrating to version v3, see Migrate to version v3.

Quebec

Emergency Exposure Management

If you have customized the DiagnosticRequest script include, it will be skipped when upgrading to version 1.6.2 of Emergency Exposure Management.

Version 1.6.2 of Emergency Exposure Management contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

Quebec

Emergency Outreach

asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result

Quebec

Emergency Self Report

Quebec

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)

Quebec

Governance, Risk, and Compliance

Quebec

HR Service Delivery Case and Knowledge Management

Add the appropriate RCA record.
Reset the script include's caller access to none.

Quebec

HR Service Delivery Employee Service Center

Add the appropriate RCA record.
Reset the script include's caller access to none.

Note: Resetting a script include will customize the script include. Customization makes it more difficult to receive future base system fixes and features that affect the script include. For more information on fixing RCA errors, see How to fix the red popup "...must declare a cross scope access privilege" errors blog post by a ServiceNow® Senior Advisory Solution Architect in the ServiceNow® Now Community.

Quebec

HR Service Delivery Enterprise Onboarding and Transitions

Add the appropriate RCA record.
Reset the script include's caller access to none.

Quebec

ITOM Optimization

Quebec

MID Server

When upgrading to Quebec, the MID Server has new system and network requirements. The following changes may be necessary to prepare for the upgrade.

As part of the migration to 64-bit MID Server, ServiceNow no longer supports new installations of 32-bit MID Servers in Quebec. For more information, see Supported platform changes for MID Server [KB0863694].
Due to end-of-life from the vendor, migrate deprecated legacy systems such as Windows Server 2008, cent OS 6, and Ubuntu 14. For more information, see Supported platform changes for MID Server [KB0863694].
MID Server supports and is bundled with Java 11. MID Server does not upgrade to JRE 11 for Linux MID Servers with 32-bit hosts or glibC versions lower than 2.17. For more information, see MID Server system requirements.
Before upgrading, prepare your network and integrations that use MID Server for the MID Server certificate check policies. For more information, see MID Server TLS/SSL certificate check policy Quebec upgrade information [KB0867397] and MID Server certificate check security policies.

For more information on new features in the Quebec release, see New in the Quebec release. For the latest MID Server system requirements, see MID Server system requirements.

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.

For more information about MID Server upgrades, see:

MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's ability to upgrade on your system before the actual upgrade.
Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Quebec

Mobile

See the following links if you're upgrading from ServiceNow Classic or migrating from the Madrid release.

Quebec

Performance Analytics

Quebec

Platform security

Quebec

Policy and Compliance Management

Quebec

Process Automation Designer

Quebec

Project Portfolio Management

If you want to use multiple currencies to manage your demands, then activate the PPM Standard Multicurrency (com.snc.ppm_multicurrency) plugin. You must make the following changes:

Specify your currency preference by navigating to Project Administration > Settings > Preferences-Project. For more information, see Select demand currency preference.
Run the Upgrade demand currency fields for active demands scheduled job to convert the costs and benefit values of your existing active demands into the currency of your choice.
Run the Upgrade demand currency fields for inactive demands scheduled job to convert the costs and benefit values of your existing inactive demands into the currency of your choice.

If you are upgrading Resource Management from a previous release, then you must make the following changes:

Run the Update Resource Plan’s Allocation Members List field scheduled job to fill up the Confirmed/Allocated Users field in the Resource Plan form.
Run the Update FTE in Resource Aggregates scheduled job to add the FTE field in the resource aggregate reports.

Quebec

Safe Workplace Dashboard

Quebec

Security Incident Response

Quebec

Software Asset Management

For information about upgrading from the Software Asset Management Foundation plugin (com.snc.sams), see Revert Software Asset Management Customizations.

Consider the following upgrade scenarios if you are managing Microsoft Office 365 or Adobe Cloud subscriptions:

If you are managing Microsoft Office 365 or Adobe Cloud subscriptions, but you have not activated the Software Asset Management - SaaS License Management integrations (com.sn_sam_saas_int) plugin, you must request and activate the plugin from the ServiceNow Store.
If you are managing Microsoft Office 365 or Adobe Cloud subscriptions, and you have already activated the Software Asset Management - SaaS License Management integrations (com.sn_sam_saas_int) plugin, no additional action is required.

Quebec

Upgrade Center

Use the Upgrade Preview module to explore the different release versions available to you.
Gain insights about the experience of an upgrade without actually upgrading your instance.
Use the new Upgrade Monitor module to monitor the status of any ongoing upgrade and view the summary of your latest upgrade.
Use the Upgrade History module to view all your past upgrades.

Quebec

Vendor Risk Management

Quebec

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: This release supports chat experiences that you can define for your end users that are tailored to the environment (context) in which they run Virtual Agent. A chat experience includes the setup topics that comprise the basic structure of bot conversations, such as the greeting and closing.

When you upgrade to this release, the setup topics that you used or customized in the previous release are preserved as the default chat experience. After upgrading, you can continue to use your setup topics as the default chat experience.

Note: With this upgrade, the Live Agent Transfer and Virtual Agent Feedback topics are not listed in the Virtual Agent topic picker menu by default. You must select them as part of the default or a custom chat experience.
Virtual Agent messaging integrations for Slack, Microsoft Teams, or Workplace from Facebook: After you upgrade, existing integrations continue working if no changes are made to Virtual Agent conversations.
Migrating to the Unified Data Model (UDM): In this release, Agent Chat and Virtual Agent data models are combined into a common Unified Data Model, which provides a seamless end-to-end chat experience, new feature capabilities, and improved performance and scalability. The migration to this data model happens automatically as part of the upgrade process. There is no impact, unless you customized anything related to Agent Chat. If you have customizations, you’ll need to determine how they work with the new schema. For details on the schema change and evaluating how it affects your customizations, see KB0868648.

Quebec

Vulnerability Response

For upgrade information for the Vulnerability Response application for Quebec, see Vulnerability Response upgrade information.

Quebec

Vulnerability Response integrations

For information about new features in the Quebec release for Vulnerability Response, see Vulnerability Response release notes.

Quebec

Walk-up Experience

Note: Refer to Explicit Role plugin for details about the plugin and Explicit Roles for more information about this upgrade process.

Quebec

Workplace Safety Management

Quebec

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Pre- and post-upgrade tasks for various products

Pre- and post-upgrade tasks for various products

Prepare your instance for a smooth upgrade

Upgrade and migration tasks

Upgrade information

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Pre- and post-upgrade tasks for various products

Pre- and post-upgrade tasks for various products

Prepare your instance for a smooth upgrade

Upgrade and migration tasks

Upgrade information

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