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
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:
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:
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:
Set the project property Enable firing of Business Rules on save from
Planning Console to false, if it was set to true before upgrade.
Set the Enable Client Side Planning check box to true.
Note: If you do not have any custom business rules on the fields listed below, mark
Fire BR on Save to false for these fields in planning console
column configuration:
State
Percent Complete
Actual start date
Actual end date
Resource Management : Changes made to allocated hours now update
only allocated hours in the resource plan. Prior to this, it had updated the planned
hours. Because of this change, if you have customizations around Planned or Allocated
hours and cost on the resource plan or resource allocation, you need to alter these in
the London release.
Demand Management : On a demand form, the value for the new
Assessment Required field is set to true for all existing
demands on upgrade.
London
Security Incident Response
If you have completed an upgrade from Jakarta or Kingston to
London, navigate to , run the Update integrations to multi domain fix
script to allow certain integrations to have multiple configurations defined. For example,
if you have multiple Splunk instances, you can create connections and queries that run
Sighting Searches across multiple Splunk instances. After the fix script has run, return to and deactivate the fix script. It is important that the script not be allowed
to run more than one time.
London
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
UI
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 and searching by integration. See
Manage attachments for more
information.
Existing CI Identifier Rules are disabled by
default but not removed. They appear in . To reenable, open a rule and enter values for Source
and Source field , select the Active check box,
and click Submit .
When upgrading from a version prior to Kingston, the Vulnerable
Items by Remediation Target Status report does not appear in the Vulnerability Response Overview and must
be added manually.
Rapid7 Upgrade:
Unmatched configuration items (CIs) from previous versions of Rapid7 are transferred and listed
in the Discovered Items module. However, these unmatched CIs cannot
be reclassified using the Reclassify button. They must be
reclassified manually. See Reclassify unmatched configuration
items from Discovered Items .
London
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
Note: If you are upgrading from the
Istanbul release, there is a new field in
HR document templates. The
Document type field helps to determine
what document displays for a specific HR case. For example, you can ensure that your
Employee Verification letter appears on the Request an Employment Verification Letter HR
cases. Because Istanbul did not have this field, you must create new or select an existing
document type for your document templates. See
Document Types .
When upgrading from any release prior to Kingston,
and you have customizations that reference script includes:
Madrid
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:
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:
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 , and run the Update integrations to multi domain fix
script to allow certain integrations to have multiple configurations defined. For example,
if you have multiple Splunk
instances, you can create connections and queries that run sighting searches across multiple
Splunk instances. After the fix
script has run, return to and deactivate the fix script. It is important that the script is not allowed
to run more than one time.
Madrid
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
UI
When you upgrade to this release, your instance is updated with the
new ServiceNow branding. Any
customizations you have made to the system theme are not updated. You can revert to the
previous theme by changing the system defaults in the Basic Configuration UI16 module. For
more information on switching the system defaults, see Configure logo, colors, and system
defaults for UI16 .
UI15 is not affected by these changes, with the exception of the
icon that appears on the browser tab. You can update the icon by changing the value for the
glide.product.icon system property.
Madrid
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 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
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.
Version 9.0: The Assigned to and
Assignment group fields are not added to the Test Results form and
list view during upgrade and must be added manually. See KB0791819 for instructions to add this feature.
If you are upgrading Configuration Compliance , the initial New York version (10.0) is available
immediately in your instance. All updates to Configuration Compliance are only available in
the ServiceNow Store .
Version 8.0: If you have previously installed Configuration Compliance , and want an update
from the ServiceNow Store , you no longer need
to activate the Configuration Compliance
Dependencies (com.snc.vulc_dep) plugin prior to installing the Configuration Compliance update.
New York
Configuration 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
Starting with version 1.4.1 of
Emergency Outreach , the new
Secure existing assessment
instances fix script will be executed automatically for Outreach surveys when
upgrading. The fix script populates the trigger_id and trigger_table fields in survey
response tables, which filter Outreach-related survey responses. These responses will only
be visible to users with the checkin_admin role and the assigned user. Users with the
survey_reader, survey_creator, and survey_admin roles will not be able to see the
Outreach-related survey responses unless they have the checkin_admin role, to maintain
privacy. This applies to Outreach and
Contact Tracing responses in the
following tables:
asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result
ServiceNow® Contact Tracing surveys are visible to users with the contact_tracer or
case_manager roles, and to users with the tracing_admin role through inheritance. For both
Contact Tracing surveys and Outreach surveys, the user to whom the survey
is assigned will be able to view survey responses regardless of their other roles.
New York
Emergency Self Report
Starting in version 1.0.9, users can localize
strings with the sn_imt_quarantine.crisisSubmitMessage and
sn_imt_quarantine.openTasksInfoMessage properties, which were moved to the sn_imt_quarantine_emergency_self_report_ui_configuration table. If you didn't change the default English strings, the strings will be localized after you upgrade to version 1.0.9 or later.
New York
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:
New York
ITOM Health
The upgrade process moves your instance to a
new ServiceNow® release version.
Upgrading and patching your instance requires planning, testing, and validation. To ensure a
safe and effective upgrade, create upgrade plans and test your upgrade on non-production
instances before upgrading your production instance.
New York
Knowledge Management
The Knowledge Management
Service Portal plugin
(com.snc.knowledge_serviceportal) is active by default for new or upgrade customers.
The Knowledge Management Core plugin
(com.glideapp.knowledge) is active by default for new or upgrade customers.
The Knowledge Management with KCS plugin
(com.glideapp.knowledge2) is planned for deprecation. This plugin contains Knowledge
Management V2 features only. KCS features are not being deprecated and are available in
Knowledge Management V3 or Service Portal.
New York
MID Server
If you have installed your own Java Runtime Environment
(JRE), the upgrade process takes the following actions to ensure that the MID Server is
using a supported JRE:
If an unsupported version of the Java Runtime Environment (JRE) is running on a MID
Server when it is upgraded, the upgrade process replaces that JRE with the OpenJDK that
is bundled with the MID Server installer.
If a supported JRE is running on the MID Server host, the upgraded MID Server uses
that Java version.
The auto-upgrade process for MID Servers in New York has
changed. The MID Server no longer receives its upgrade through the instance, as it did in
previous releases. All MID Server host machines now require access to the download site at
install.service-now.com to enable auto-upgrades. For additional
details about how MID Server upgrades are managed and where to look for errors, see MID Server upgrade .
In the New York release, only one Windows MID Server service
is permitted per executable path. Upgraded Windows MID Servers that have multiple services
pointing to the same installation folder are prevented from starting. See MID Server fails to start for
more information.
For more information about MID Server upgrades, see:
ServiceNow now
supports PowerShell 3.0 up to 5.1.
New York
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:
Navigate to .
Select the instance.
On the Password Reset Credential Store Types form, select Use Flow .
Modify the subflows as needed. See Create IntegrationHub subflows to customize password reset processes .
New York
Platform security
Starting with the Madrid release, if you do not have the
Security Jump Start (ACL Rules) plugin activated, you must add explicit create/write ACLs on
the sys_dictionary table to allow admin access to that table.
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:
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
Starting in the v1.3.1 release, the
accuracy of the data in the New Confirmed COVID-19 Cases chart has been improved. The
original Performance Analytics indicators were replaced with standard reports based on daily
data already available in the ServiceNow ® COVID-19 Global Health Data Set application. This change also corrects the
report to include state data without city or county information. Other areas of the Safe Workplace Dashboard still rely on Performance Analytics (PA) indicators.
After upgrading to the v1.3.1 release, you
can use the Map existing campus with locations fix script to create the
initial mapping entries between the Campus [sn_wsd_core_campus] table and the Location
[cmn_location] table. See Install the Safe Workplace
Dashboard for more details.
New York
Security Incident Response
If you are upgrading directly from the Jakarta or Kingston releases to the New York release (skipping the London release), navigate to , and run the Update integrations to multi domain fix
script. Run this script to enable certain integrations to define multiple configurations.
For example, if you have multiple Splunk instances, you can create
connections and queries that run sightings searches across multiple Splunk instances. After you run the
fix script, navigate to and deactivate the fix script. Do not run the script more than one time.
New York
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.
Important: It may make the upgrade time longer depending on your
CMDB size. To decrease the upgrade time, install the Discovery and Service Mapping
Patterns from ServiceNow Store before
upgrading to the New York
release.
New York
Service 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 .
Note: This process applies only to applications downloaded to
production instances. If you are downloading applications to sub-production or
development instances, it is not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you're upgrading to
GRC: Vendor Risk Management v10.0.2, a new version of the Vendor Assessment Portal
(GRC: Vendor Portal v10.0.2) is automatically loaded as a dependency application. For more
information, see GRC: Vendor Risk Management v10.0.02
upgrade details .
New York
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.
Note: This process applies only to applications downloaded to
production instances. If you are downloading applications to sub-production or
development instances, it is not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you've previously installed Vulnerability Response , you don't need to
install the Vulnerability Response
Dependencies (com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.
Starting with version 10.1, you can use new policy exception
capabilities in GRC: Policy and Compliance Management from within v10.3 of the Vulnerability
Response application. To use this feature, upgrade Policy and Compliance Management before
upgrading Vulnerability Response. If you've already upgraded Vulnerability Response before
Policy and Compliance Management, and you want to use this feature, perform the upgrade
procedures again in the correct order. For more information, see Allow policy exception requests from
other applications .
Version 10.0: If you perform an upgrade to v10.0 and the VI age is
not displayed in the Vulnerable Items list view and in the Age and Age closed fields on
active VI (VIT) records in Days/Hours/Minutes (9 Days, 18 Hours, 29 Minutes) format, the Age
column is not current in your instance. For more information about how to resolve this issue
after an upgrade, see KB0749231 .
Upgrade information from version 10.0, or version 9.0 to version
10.3: The process described in KB0819117 to create change requests and use change
management with ITSM legacy Change Management plugins is now fully supported.
If you update from Vulnerability Response v7.0 or v8.0 to Vulnerability Response v9.0 or v10.0, you
must install all the plugins listed under in the ServiceNow Store prior
to installing Vulnerability Response .
For detailed information on upgrade from Kingston or London to Vulnerability Response , see Vulnerability Response upgrade information .
New columns added to the Vulnerable Item [sn_vul_vulnerable_item]
table, to support new features, can result in longer upgrade times.
Version 10.0: The Vulnerability Group Rules (VGR) form views have
been revised. If you have customized your rules form, the new fields are not available and
your customized version may no longer work to create new rules. Customization prevents some
updates from taking place. Existing customized rules still work; however they are displayed
in the new form. To use the new form fields after upgrade, see KB0815967 for instructions on enabling the new form.
Version 9.0: Ignore some configuration item (CI) classes by setting
the ignoreCIClass [sn_sec_cmn.ignoreCIClass ]
system property. While this property is present after upgrade it does not work
automatically. For upgrade instructions on how to enable this functionality, see KB0788209 .
Integration upgrade information
Rapid7 Vulnerability Integration Version 9.0:
Before you upgrade, ensure each of the CI Lookup Rules is Order values is unique. If
there are CI Lookup Rules with the same Order value, they may not upgrade correctly.
After upgrade, the Rapid7 InsightVM
lookup rules are assigned new Order values. Rapid7 Data Warehouse
Order values remain the same. See KB0786526 for more information.
Version 9.0: If the
Create CVE entry check box in the configuration page was
cleared in an earlier version, the system property,
sn_vul_r7.create_cve_for_vulnerabilities is set to true upon
upgrade. Vulnerability Response
features such as exploits, solutions, and so on, rely on the import of CVEs and do not
work effectively without them.
Version 9.0: If you have customized CI Lookup
Rules for Rapid7 InsightVM in a
previous version, you need to redo them in version 9.0. CI Lookup Rules for Rapid7 InsightVM are not carried
forward during upgrade. See KB0786526 for information on updating the rules.
Prior
to London v6.2 or Kingston v5.1, the Rapid7 Vulnerability Integration used an identifier
from the Rapid7 Nexpose data
warehouse that was not unique across multiple data warehouses. Starting with London
v6.2 and Kingston v5.1, the nexpose_id
, which is globally consistent,
replaced it.
If you have an existing
Rapid7 Vulnerability Integration version earlier than
London v6.2 or Kingston v5.1, and you upgrade to the latest
Rapid7 Vulnerability Integration version, you may get
an "Import relies on nexpose_id" error. In that case, update the SQL query sent to
your
Rapid7 Nexpose
data warehouse with the
nexpose_id
. Without it, various features of
Vulnerability Response and
Rapid7 Vulnerability Integration will not work
properly. See
KB0751331 to add the
nexpose_id
to the SQL
import query.
Note: This condition is true for a Rapid7 Nexpose data
warehouse upgrade or to migrate from the Rapid7 Nexpose data
warehouse to Rapid7 InsightVM .
Qualys Vulnerability Integration
Version 9.0: Upon upgrade from any existing Qualys Vulnerability Integration , the new Host List
integration automatically enables a Qualys instance if the
existing Host List Detection integration is also enabled for that instance.
New York
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.
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you've previously installed Audit Management ,
you don't need to install the Audit Management Dependencies (com.snc.grc_audit_dep)
plugin prior to installing the Audit Management update.
Orlando
Authentication
If you 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.
The tests can only produce a pass result when you run
them with the default demo data that's provided with the application or feature plugin. To
apply a quick start test to your instance-specific data, copy the quick start test and add
your custom data. See Available quick start tests by
application or feature .
Orlando
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 .
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
Table 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 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 .
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
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 .
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
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.
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
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.
Orlando
Emergency Outreach
Starting with version 1.4.1 of
Emergency Outreach , the new
Secure existing assessment
instances fix script will be executed automatically for Outreach surveys when
upgrading. The fix script populates the trigger_id and trigger_table fields in survey
response tables, which filter Outreach-related survey responses. These responses will only
be visible to users with the checkin_admin role and the assigned user. Users with the
survey_reader, survey_creator, and survey_admin roles will not be able to see the
Outreach-related survey responses unless they have the checkin_admin role, to maintain
privacy. This applies to Outreach and
Contact Tracing responses in the
following tables:
asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result
ServiceNow® Contact Tracing surveys are visible to users with the contact_tracer or
case_manager roles, and to users with the tracing_admin role through inheritance. For both
Contact Tracing surveys and Outreach surveys, the user to whom the survey
is assigned will be able to view survey responses regardless of their other roles.
Orlando
Emergency Self Report
Starting in version 1.0.9, users can localize
strings with the sn_imt_quarantine.crisisSubmitMessage and
sn_imt_quarantine.openTasksInfoMessage properties, which were moved to the sn_imt_quarantine_emergency_self_report_ui_configuration table. If you didn't change the default English strings, the strings will be localized after you upgrade to version 1.0.9 or later.
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 GRC products
and want an update from the ServiceNow Store , you do not need to activate the
Dependencies plugins for GRC products before you install the product
updates.
When you download and install GRC products
from the ServiceNow Store , dependency plugins are automatically activated. For
example, when you activate the Policy and Compliance Management product, the Policy and Compliance Management Dependencies plugin is automatically activated.
If you have previously installed the GRC : Vendor Risk Management and GRC : SIG
Questionnaire applications, and want to upgrade them to the Orlando
release, be sure to update GRC : SIG Questionnaire first, as it will
update all applications that use SIG, including GRC : Vendor Risk Management . If you update GRC : Vendor Risk Management first, be sure to manually update GRC :
SIG Questionnaire after the GRC : Vendor Risk Management update
is complete.
Orlando
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:
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
If you already have Discovery and plan
to upgrade to the Orlando release, the Discovery and
Service Mapping Patterns (com.sn_itom_pattern) plugin version 1.0.52 are
automatically installed when you upgrade to Orlando .
Orlando
ITOM Visibility
If you already have Discovery and plan
to upgrade to the Orlando release, the Discovery and
Service Mapping Patterns (com.sn_itom_pattern) plugin version 1.0.52 are
automatically installed when you upgrade to Orlando .
To correctly discover cloud resources on your
infrastructure, install the October 2019 (1.0.53) or the latest available
release of the Discovery and Service Mapping Patterns (com.sn_itom_pattern)
plugin from the ServiceNow Store .
ServiceNow now supports PowerShell 3.0
up to 5.1.
Orlando
ITSM Virtual Agent
Migrating ITSM Virtual Agent
topics: Conversation topics created in the New York release are fully
supported in this release and do not change during
an
upgrade. After
upgrading,
you can continue to develop and use
NLU or
keyword-based topics. For more information regarding upgrading, refer to Virtual Agent release notes .
In this release, the default text in the
predefined Greeting setup topic has been updated. To apply the updated Greeting setup topic
to your conversations, after
upgrading,
delete the following system properties for the original Greeting setup topic:
com.glide.cs.general.welcome_message
com.glide.cs.general.top_selection_message
After you delete these properties, the system automatically applies the updated
default Greeting to all your conversation topics.
Orlando
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:
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.
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you've previously installed Policy and Compliance Management , you don't need to install the Policy and Compliance Management Dependencies (com.snc.grc_policy_dep) plugin prior to installing the Policy and Compliance Management update.
Starting with version 10.1, you can use the new
policy exception capabilities in Policy and Compliance Management from within the ServiceNow®
Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response . If you've already
upgraded Vulnerability Response before Policy and Compliance Management , and you want to
use this feature, perform the upgrade procedures again in the correct order.
Orlando
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
Starting in the v1.3.1 release, the
accuracy of the data in the New Confirmed COVID-19 Cases chart has been improved. The
original Performance Analytics indicators were replaced with standard reports based on daily
data already available in the ServiceNow ® COVID-19 Global Health Data Set application. This change also corrects the
report to include state data without city or county information. Other areas of the Safe Workplace Dashboard still rely on Performance Analytics (PA) indicators.
After upgrading to the v1.3.1 release, you
can use the Map existing campus with locations fix script to create the
initial mapping entries between the Campus [sn_wsd_core_campus] table and the Location
[cmn_location] table. See Install the Safe Workplace
Dashboard for more details.
Orlando
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 , and run the Update integrations to multi domain fix
script. Run this script to enable certain integrations to define multiple configurations.
For example, if you have multiple Splunk
instances, you can create connections and queries that run across sightings searches
multiple Splunk instances. After you run the fix script, navigate to and deactivate the fix script. Don't run the script more than one time.
Orlando
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.
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
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
If you're upgrading from a previous version of
Vendor Risk Management , you can begin using the
Vendor Risk Management new
features immediately. All updates to
Vendor Risk Management are available only in
the
ServiceNow Store .
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you're upgrading to GRC: Vendor Risk Management v10.0.2, a new version of the Vendor Assessment Portal (GRC:
Vendor Portal v10.0.2) is automatically loaded as a dependency application. For more
information, see GRC: Vendor Risk Management v10.0.02
upgrade details .
Orlando
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 .
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 .
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
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.
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 the
Paris release.
The system property glide.create_alm_asset.async controls whether
assets are created immediately when a configuration item (CI) is created, or are created
after a delay. A delay in asset creation allows large numbers of CIs to be created
quickly. When this property is set to true , assets are created by
a scheduled job that runs every 15 minutes. When this property is set to
false , assets are created immediately.
The system property glide.asset.create_ci_with_ire enables CIs to
be created from assets using the ServiceNow®
Configuration Management Database (CMDB) Identification and Reconciliation engine
(IRE). This property affects CI classes that have an identification rule on serial
number and have no dependent relationships.
The default value of the properties is
true if you are a new
user on
Paris . The default value of the properties is
false if you are upgrading to
Paris from
an earlier release. Before updating these properties, review
Asset and CI management .
Paris
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)
Copy and customize quick start tests
provided by the Now Platform® to validate that your instance
works after you make any configuration changes. For example, if you apply an
upgrade or develop an application.
The tests can only produce a pass result when you run
them on a base system without any customizations and with the default demo data that is
provided with the application or feature plugin. To apply a quick start test to your
instance-specific data, copy the quick start test and add your custom data. See Available quick start tests by
application or feature .
Paris
Change Management
After you upgrade, 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
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 .
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.
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.
Paris
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.
Paris
Emergency Outreach
Starting with version 1.4.1 of
Emergency Outreach , the new
Secure existing assessment
instances fix script will be executed automatically for Outreach surveys when
upgrading. The fix script populates the trigger_id and trigger_table fields in survey
response tables, which filter Outreach-related survey responses. These responses will only
be visible to users with the checkin_admin role and the assigned user. Users with the
survey_reader, survey_creator, and survey_admin roles will not be able to see the
Outreach-related survey responses unless they have the checkin_admin role, to maintain
privacy. This applies to Outreach and
Contact Tracing responses in the
following tables:
asmt_assessment_instance
asmt_assessment_instance_question
asmt_metric_result
ServiceNow® Contact Tracing surveys are visible to users with the contact_tracer or
case_manager roles, and to users with the tracing_admin role through inheritance. For both
Contact Tracing surveys and Outreach surveys, the user to whom the survey
is assigned will be able to view survey responses regardless of their other roles.
Paris
Emergency Self Report
Starting in version 1.0.9, users can localize
strings with the sn_imt_quarantine.crisisSubmitMessage and
sn_imt_quarantine.openTasksInfoMessage properties, which were moved
to the sn_imt_quarantine_emergency_self_report_ui_configuration table. If you didn't change
the default English strings, the strings will be localized after you upgrade to version
1.0.9 or later.
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.
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
The Cloud Provisioning and Governance application is incompatible
with and cannot be used simultaneously with the legacy v1 Cloud Management
application. You can upgrade to the Cloud Provisioning and Governance (previously Cloud Management ) application from any version of Cloud Management v2,
which was introduced in the Jakarta release.
To correctly discover cloud resources on your
infrastructure, install the May 2020 (1.0.63) or the latest available release of
the Discovery and Service Mapping Patterns
(com.sn_itom_pattern) plugin from the ServiceNow Store .
Paris
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.
Only one Windows MID Server
service is permitted per executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder
cannot start. See MID Server fails to start for more information.
For more information about
MID
Server upgrades, see:
Paris
Mobile
Customers upgrading from the London release or
earlier can transition from ServiceNow Classic to the new ServiceNow mobile platform. For details on the migration process, see
Migrate from Classic mobile to
ServiceNow mobile .
Customers upgrading from the Madrid release
must migrate their existing ServiceNow mobile applications to take advantage
of the improved features and continue editing within Mobile Studio . For
details on this process, see Migration from Madrid to New York
mobile .
Paris
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
If you're upgrading from a previous version of
Policy and Compliance Management , you can begin using the
Policy and Compliance Management
new features immediately. All updates to
Policy and Compliance Management are only available
in the
ServiceNow® Store.
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you've previously installed Policy and Compliance Management , you don't need to install the Policy and Compliance Management Dependencies (com.snc.grc_policy_dep) plugin prior to installing the Policy and Compliance Management update.
Starting with version 10.1, you can use the
new policy exception capabilities in Policy and Compliance Management from within the ServiceNow®
Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response . If you've already
upgraded Vulnerability Response before Policy and Compliance Management , and you want to
use this feature, perform the upgrade procedures again in the correct order.
Paris
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
Starting in the v1.3.1 release, the
accuracy of the data in the New Confirmed COVID-19 Cases chart has been improved. The
original Performance Analytics indicators were replaced with standard reports based on daily
data already available in the ServiceNow ® COVID-19 Global Health Data Set application. This change also corrects the
report to include state data without city or county information. Other areas of the Safe Workplace Dashboard still rely on Performance Analytics (PA) indicators.
After upgrading to the v1.3.1 release, you
can use the Map existing campus with locations fix script to create the
initial mapping entries between the Campus [sn_wsd_core_campus] table and the Location
[cmn_location] table. See Install the Safe Workplace
Dashboard for more details.
Paris
Security Incident Response
If you're upgrading Security Incident Response
directly from the Jakarta or Kingston releases to the New York release (skipping the London release), navigate to , and run the Update integrations to multi domain fix
script. Run this script to enable certain integrations to define multiple configurations.
For example, if you have multiple Splunk
instances, you can create connections and queries that run across sightings searches for
multiple Splunk instances. After you run the fix script, navigate to and deactivate the fix script. Don't run the script more than one time.
Paris
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
If you're upgrading from a previous version of
Vendor Risk Management , you can begin using the
Vendor Risk Management new
features immediately. All updates to
Vendor Risk Management are available only in
the
ServiceNow Store .
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you're upgrading to GRC: Vendor Risk Management
v10.0.2, a new version of the Vendor Assessment Portal (GRC: Vendor Portal v10.0.2) is
automatically loaded as a dependency application. For more information, see GRC: Vendor Risk Management v10.0.2 upgrade details .
Paris
Virtual Agent
Migrating Virtual Agent conversation topics and topic
blocks: Conversation topics and topic blocks that you created in previous releases are
fully supported in this release and do not change during the upgrade. After the
upgrade, you can continue to use and develop topics that use Natural Language
Understanding (NLU) or keywords for topic discovery.
Migrating setup topics: Setup topics that you used or customized in earlier releases
are fully supported in this release. After upgrading, you can continue to use your
setup topics as before.
However, starting with this release, prebuilt setup topics are shipped as read-only.
You can duplicate and modify any of these setup topics and your previous setup topics.
To differentiate between the read-only setup topics and your previous setup topics,
the read-only setup topic names have a period at the end of the setup topic name (for
example: Live Agent Feedback. ). When you upgrade, the
read-only setup topics are inactive by default, and your previous setup topics are
displayed to your end users.
Migrating the chat branding configuration from New York or earlier
releases: This release supports multiple branding configurations for the web-based
chat client. When you upgrade to this release, your existing branding configuration
and chat menu (Contact support menu) are preserved as the default configuration.
After upgrading, you can view the default configuration in the Brandings
[sys_cs_branding_setup_list] table (navigate to ). You can also create additional chat branding configurations if your
instance supports multiple customers and brands, as well as customize the chat menu
displayed to users. For details, see Configure chat branding and chat
menu options .
Paris
Vulnerability Response
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 .
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
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.
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.
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 .
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
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 .
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
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.
Quebec
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.
Quebec
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.
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
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 Enterprise Onboarding and Transitions
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® Community.
Quebec
ITOM Optimization
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 .
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.
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 .
Only one Windows
MID Server service is permitted per executable path. Upgraded
Windows
MID Servers that have multiple services pointing to the
same installation folder cannot start. See MID Server fails to
start for more information.
For more information about
MID
Server upgrades, see:
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
If you're upgrading from a previous
version of
Policy and Compliance Management , you can begin using the
Policy and Compliance Management new features immediately. All updates to
Policy and Compliance Management are only available in the
ServiceNow®
Store.
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
If you've previously installed Policy and Compliance Management , you don't need to install the Policy and Compliance Management Dependencies (com.snc.grc_policy_dep) plugin prior to installing the Policy and Compliance Management update.
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 . 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
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.
Quebec
Security Incident Response
If you're upgrading Security Incident Response directly from the Jakarta or
Kingston releases (skipping the London
release), navigate to , and run the Update integrations to multi domain fix
script. Run this script to enable certain integrations to define multiple configurations.
For example, if you have multiple Splunk instances, you can create connections and queries that run across a sightings
search for multiple Splunk instances. After you run the fix script,
navigate to and deactivate the fix script. Don't run the script more than one time.
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
If you're upgrading from a previous version of
Vendor Risk Management , you can begin using the
Vendor Risk Management new
features immediately. All updates to
Vendor Risk Management are available only in
the
ServiceNow Store .
Note: This process applies only to applications downloaded to
production instances. If you're downloading applications to sub-production or
development instances, it's not necessary to get entitlements. Proceed to
Activate a ServiceNow Store application .
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 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 Quebec .
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 .
Quebec
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.
Quebec