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

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

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AI Search

  • When you upgrade to Vancouver from an earlier release, AI Search automatically reindexes non-Task tables to allow for display of attachment search results with their parent record, but doesn't automatically reindex the Task [task] table and its child tables. Before you can display Task record attachment search results with their parent records, you must manually reindex the Task [task] table. For details on reindexing a table, see Perform a full table index or reindex for a single indexed source.
    Note: Reindexing the Task table can take some time.
  • After you upgrade to Vancouver from an earlier release, you can optionally republish your search profiles that contain result improvement rules with block and promote actions. Republishing these search profiles resolves an issue where result improvement rules could fail to block or promote translated search results correctly. For instructions on republishing a search profile, see Publish a search profile. To learn more about how AI Search handles translated content, see Internationalization support for AI Search.

Assessments and Surveys

Update the Automated Test Framework (ATF) tests, if you're upgrading to Vancouver from any version prior to Utah. In the Utah release, all the buttons on the assessments or surveys cards have been removed. To run ATF tests successfully, the Click the Take Survey button step must be replaced with the Click the Survey card step for all tests that have this step.

Automated Test Framework

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 produce a pass result only 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. For more information, see Available quick start tests by application or feature.

Cloud Cost Management

For instructions on upgrading Cloud Cost Management to Vancouver, see Upgrade Cloud Cost Management.

Configuration Management Database (CMDB)

During upgrade, a fix script that re-parents the Reconciliation Definition Mapping [cmdb_reconciliation_definition_mapping] table, runs. The length of time that it takes this fix script to complete depends on the number of reconciliation rules in the upgraded instance and will typically add several minutes to the upgrade.

Re-parenting the Reconciliation Definition Mapping [cmdb_reconciliation_definition_mapping] table is necessary to ensure that data in that table is captured by update sets when exporting reconciliation rules between instances. After upgrading, any changes to reconciliation rules are fully captured by update sets and are properly ported to destination instances.

Customer Service Management (CSM)

Following an upgrade to the Vancouver release, you may need to retrain and redeploy Task Intelligence for Customer Service categorization and sentiment models. For more information, see Steps to complete after upgrading to Vancouver in the Task Intelligence for Customer Service documentation.

Document Intelligence

Document Intelligence 3.0 and later includes an updated schema to support its transition from a scoped application to a Now Platform plugin. For upgrade details, see Upgrade to Document Intelligence 3.0 or later from version 2.4 or earlier.

Goal Framework

Starting with v4.2.0, the existing targets with the Type field set to Milestone are considered as qualitative targets. After upgrading Goal Framework, for such existing targets, the unit of measure is set to Yes/No, the Base value is set to No, and the Target value is set to Yes automatically. Also, the Actual value is set to Yes if the progress value is 100%, otherwise the value is set to No.

ITOM Visibility

Microsoft Azure Alert configuration
After upgrading, configure the Microsoft Azure alert service to forward alert notifications to the Now Platform in a secure way. For more information, see Use a secure webhook to forward the Microsoft Azure alerts to the Now Platform.

Identity and Authentication

Authentication report_view access control lists (ACLs) that govern who can see reports in dashboards and elsewhere are enabled by default in the Vancouver release. For more information, see Report_view access control.

Industrial Process Manager

If you use the ISA Service Graph Connector that's packaged with the Manufacturing Process Manager and are upgrading to the Industrial Process Manager, ensure that any new ISA equipment model entities have a unique name field.

Instance Data Replication

Improve the performance and processing efficiency of Instance Data Replication (IDR) by upgrading your replication sets to V2, which uses the Hermes Messaging Service. For details, see Upgrading legacy replication sets to V2 in Instance Data Replication.

If the Replication Payload Error [idr_replication_payload_error] table on your instance has more than 10 million records, set up table rotation according to KB1364728. Using table rotation to delete records from the Replication Payload Error [idr_replication_payload_error] table is safe because that table only contains replication errors logged by IDR and not any replicated data.

MID Server

For the latest MID Server system requirements, see MID Server system requirements. The minimum JRE version supported is 11.0.9 and the recommended version is 11.0.16.1.

If you have installed your own JRE, the upgrade process takes the following actions to ensure that the MID Server uses a supported JRE:
  • If a MID Server is using an unsupported version of the JRE when it upgrades, the upgrade process displays a warning message with the minimum and recommended JRE version.
  • If a supported JRE is running on the MID Server host, the upgraded MID Server uses that version.

All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, read 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 the following topics:

Now Assist

For more information about troubleshooting your Now Assist application and plugin upgrades, see the KB article for issues and mitigation for Now Assist upgrades.

Order Management

Starting with the November 2023 release, the Order Management application supports the complete life cycle of product and service orders, including the order fulfillment features provided with the Order Management for Telecommunications, Media, and Technology application. If you have a Telecommunications Service Management subscription, you install the Order Management for Telecom, Media and Tech application from the ServiceNow Store. This application installs the Order Management application, telecommunications demo data, and the following ServiceNow Open API implementations of TM Forum API REST specifications:
  • Product Catalog Open API
  • Service Catalog Open API
  • Product Order Open API
  • Service Order Open API
  • Product Inventory Open API
  • Technical Service Qualification Open API

If you're familiar with the Order Management for Customer Service Management application, you can optionally use that interface after installing the Order Management application. For more information, see Enable the user interface for Order Management for Customer Service Management KB1554296. For information on changes to the interface, see Changes to the Order Management for Customer Service Management application KB1560237.

During upgrade, the Order Task [sn_ind_tmt_orm_order_task] table is extended from the Planned Tasks [planned_tasks] table that is used in the Customer Service Management application. The Order Task table has also been modified. For details on changes to the Order Task table, see OMT Reparenting data model changes KB1496935.

If you upgraded to the Vancouver release and are using a version of the Order Management for Telecommunications, Media, and Technology application that is not version 5.2.0, the fixes for populating product inventory and product model characteristics aren’t available to you. To get those changes, upgrade to the current Vancouver patch.

Platform Analytics Workspace

The Vancouver version of Platform Analytics Workspace (3.0) includes the updates in versions 2.1.x, previously available only in the ServiceNow® Store.

Portfolio Planning

  • If you’re upgrading from an older version to Portfolio Planning v6.1.1 or higher, a fix script is run to remove the milestone_editor role from the roadmap_editor role because the roadmap_editor role is no longer used. In this case, you may experience a longer time for the upgrade to complete if your ServiceNow instance has a large number of users with the roadmap_editor role. For more information, see KB1443618.
  • If you’re upgrading from an older version to Portfolio Planning 7.0.0 or 7.1.0, the entities list may not load in the select entities step while you create or edit a portfolio plan. In this case, you must add the script in the List component for the Select entities page. For more information, see KB1566418.

Process Automation Designer

After you upgrade to Vancouver, update the Process Automation Designer application in the ServiceNow Store.

Public Sector Digital Services

Before you upgrade to Public Sector Digital Services v8.0, you must create custom service definitions for data in the Services Offered table, data in the Services Received table, and all other data affected by the conversion of the Services Offered table to the Service Definition table (Performance Analytics dashboard data, constituent or business report data, and so on). Any custom Services Offered and Services Received data created in previous releases will not be automatically migrated to the new release, and, after upgrade, will not be accessible within the application until the data is migrated from the legacy entities to the Service Definition table. For details, see Services Offered and Services Received Migration Guidance and Configure a service definition for Playbooks in Public Sector Digital Services.

Robotic Process Automation (RPA) Hub

Ensure that you upgrade the current installed Microsoft Software Installers (MSIs) (RPA Desktop Design Studio, Attended Robot, Unattended Robot, and Unattended Robot Login Agent), by downloading the RPA applications. For more information, see Download the RPA applications from RPA Hub.

The following upgrade steps are applicable only when you’re upgrading from San Diego or Tokyo to Vancouver.

Based on the number of records in the application file table, you could experience a potential delay while upgrading the RPA Hub applications from Tokyo or before to Vancouver.

Before upgrading RPA Hub to Vancouver, you must set the value of the glide.rollback.blacklist.TableParentChange.change system property to false. If this property doesn't exist in the System Property [sys_properties] table, add the property and set its value to false.

After you upgrade to the Vancouver, the bot process definitions change to the new structure, that is, the bot process configuration. Although the bot process configuration doesn't replace the bot process completely. Most fields are moved from bot process to bot process configuration.

If you upgrade to the Utah version without updating the system property value, the tables don’t extend the Application File table. Manually to update the table changes, see the Restructuring RPA Hub tables to sys_metadata in Utah article in the Now Support Knowledge Base.

Security Incident Response

Service Bridge

For information on upgrading and using the new Service Bridge applications, see Migrate from Service Bridge (legacy).

Service Operations Workspace for ITSM

Ensure that the following applications have compatible upgraded versions:
  • Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont)
  • Service Operations Workspace ITOM Applications application (sn_sow_itom_cont)
Table 1. Compatible SOW versions
SOW-ITSM (sn_sow_itsm_cont)SOW-ITOM (sn_sow_itom_cont)
1.1.x 21.0.y
1.2.x 21.1.y
1.3.x 21.2.y, 21.5.y, and 21.6.y
2.0.x 22.0.y
2.1.x 22.1.y and 22.y.y
4.0.x 24.y.y

Here, x is the sub-version of Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont) and y is the sub-version of Service Operations Workspace ITOM Applications application (sn_sow_itom_cont).

If the upgraded instance has any of the following customizations, you need to migrate standard record page changes. For more information, see Configure a Standard Record Page in Service Operations Workspace.
  • Any custom declarative action of the client type
  • Any custom modal
  • Any custom horizontal tab or contextual side panel tab's screen or screen condition

After the 3.0 upgrade, the Recommendation Framework feature is no longer available, and instead, only the standard version of the Recommended Actions for ITSM feature is available.

Service Portal

After upgrading, you must specify the tables from which guest users can access data for any public widgets that accept the table input parameter. By default in the Vancouver Patch 7 release and later, public widgets that accept the table input parameter can't access and return data from any tables for guest users. If you added the glide.service_portal.widget.table_allow_list or glide.service_portal.widget.allow_list system properties before upgrading, the values of these properties will be migrated to the Public Table Allow List for widgets after upgrading to the Vancouver Patch 7 release or later. For more information, see Configure widget security.

Additionally, field-level read ACLs are enforced for filter conditions in Simple List widget instances by default. A new system property, glide.service_portal.enable_acls_for_encoded_query_in_list, enforces these ACLs regardless of whether the Enforce field-level Read ACLs on Filter query terms option is selected for Simple List widget instances. To use the Enforce field-level Read ACLs on Filter query terms option, change the value of glide.service_portal.enable_acls_for_encoded_query_in_list to false. For more information, see Simple List widget.

Service Portfolio Management

Viewing availability results was introduced in the Tokyo release but also applies to subsequent releases. On upgrade, for customers identified as having a heavy data load, the system initiates a long-running background job, which could take a long duration. For more information, see KB1123644.

Skills Management

If you’ve customized the URL for the Manage skills page, you must manually update the URL to point to the new page. Here’s the relative path to the new Manage skills page: https://<instance name>.service-now.com/now/nav/ui/manage-skills/params/parent-skill/2eb1c2029f100200a3bc1471367fcfe4/parent-department/221f79b7c6112284005d646b76ab978c/recursive-departments/true/recursive-skills/true/group-by/department. You can replace the existing path with this one.
Note: Make sure that the parent-skill and the parent-department sys_ids are the same IDs that are in your existing URL.

Software Asset Management

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

On upgrading to Vancouver, the Version and Edition fields in discovery map (DMAP) definitions support the new is_empty value. If the Edition field for an existing Microsoft SQL Server component DMAP definition was previously set to is_anything, it is automatically updated with the new is_empty value following content update.

Strategic Planning

  • Starting with v2.1.0, accessing the Goals module in Strategic Planning requires the sn_apw_advanced.spw_goal_user_read and sn_apw_advanced.spw_goal_user roles for read and edit access, respectively. After upgrading Strategic Planning, assign these roles to the existing goal users to manage goals in Strategic Planning.
  • Starting with v2.1.0, the existing targets with the Type field set to Milestone are considered qualitative targets. After upgrading Strategic Planning, for such existing targets, the Unit of measure is set to Yes/No, the Base value is set to No, and the Target value is set to Yes automatically. Also, the Actual value is set to Yes if the progress value is 100%, otherwise the value is set to No.
  • If you’re upgrading from an older version to Strategic Planning v2.1.0 or higher, a fix script is run to remove the milestone_editor role from the roadmap_editor role because the roadmap_editor role is no longer used. In this case, you may experience a longer time for the upgrade to complete if your ServiceNow instance has a large number of users with the roadmap_editor role. For more information, see KB1443618.
  • If you’re upgrading from an older version to Strategic Planning v3.0.0 or v3.4.0, the entities list may not load in the select entities step while you create or edit a portfolio plan. In this case, you must add the script in the List component for the Select entities page. For more information, see KB1566418.

Telecommunications Service Operations Management

The Integration Hub starter package, along with the external trigger, is included as components of the starter package in Vancouver Patch 1. The customer must use the family release Vancouver Patch 1 to get the Telecommunications API notification functionality.

Third-party Risk Management

Virtual Agent

Some features that were delivered in Vancouver Patch 7 are not available in the initial Washington DC early access release. These features will be available in future Patch releases of Washington DC:
Input Collector control changes
  • Drag and drop to reorder inputs within the node.
  • Specify the type of input that the node will accept: Text, Email, IP Address, Phone Number, URL, or custom.
  • Maximum number of inputs per node is 5.
Enforced user prompt option in the Text user input control
Toggle switch in the Advanced properties area that allows topic authors to specify the message shown to the user instead of the response generated by the LLM.

Vulnerability Response

Due to a data model change in the Vulnerability Response application, upgrading might take noticeably longer than previous upgrades. For more information, see KB0856498.

While upgrading to a newer version, the upgrade time might increase based on the data and version that you’re upgrading from. This issue is due to additional schema changes that were added during the upgrade. For more information, see KB0856498.

Starting with version 20.0 of the Vulnerability Response application and version 2.03 of the Vulnerability Emergency Response application, the Vulnerability Analyst Workspace is renamed to Vulnerability Assessment Workspace. All references to Vulnerability Analyst workspace now are Vulnerability Assessment workspace.

Vulnerability Response integrations