Why is the version unavailable to select for Upgrade/Patching?SummaryWhen customers want to retarget an existing Patching or Upgrade change (CHG), or plan to self-schedule a new CHG with their preferred version, they may find that the version is unavailable. This could be due to several reasons. Below are the scenarios in which the version may not be available for selection. Please reach out to us through your parent change (if one is in place) to help identify the possible reasons listed below. Customers are unable to see the version if the version is already retired.Some versions, although not retired, are not visible to customers, which have Controlled Access (CA). They can be provided upon request only once it is released. If there is already an existing change scheduled to apply to the same version. Hence system won't allow you to create a new change for the same instance nor you will see the same version as an option in the dropdown list.Also, customers won't be able to see and apply the version on the upgrade to the instance using a patching change. The system does not allow you to use patching changes to apply an upgrade to a different family version. Patching changes are only meant to apply patches to the same family version. If you wish to modify to a different family version, you will need to do this using an Upgrade CHG (EOL). How can we identify if a version is retired, and what to do if you need it? Please refer to this Release Document. In the availability column, if you find that the version is unavailable in the Release documents, it indicates the version has been retired. Please feel free to update the Parent Change (if you have one) if you need any further assistance regarding the retired version or have any questions about your request. We will assist you from there. Note: We always recommend our customers to opt for a higher available version that includes all the fixes. How to Check if a Version is Only Accessible by Request (CA)? Please refer to this Release Document. Check the Release Version column for the preferred version. If the version is not listed in the Release Version, it means the requested version is CA (Controlled Access) and can be available by an Entitlement Request only. Please feel free to update the Parent Change (if you have one) for any further assistance regarding the CA version to make it available for you. Once you submit the request, we will need to submit an entitlement request to the entitlement team requesting to make a version available for you. Once the team access the request, we will assist you from there accordingly. Remember to make sure the version has been released. If you are unsure, we can assist you in identifying its status. How can we determine if a CHG exists for the instance's upgrade and patch information? Please access the Now Support portal with your customer credentials.Navigate to Instances > Instances Dashboard.[Partners only] From the user menu, use the Switch Company feature to select a company.In the Instance dashboard, you will find the scheduled upgrade or patch for your instances. How can we identify if the CHG is categorised as a Patching change instead of an upgrade for usage? You can only see the same family version in the change when you attempt to modify it to a different version; this indicates that you are on the patching change. The Patching Program updates instances to a target version within the same release family. These updates include security, performance, and functional fixes. Example: If the customer's instance is running the Xanadu family version, they will only be able to see all the security patches and hotfixes from the Xanadu version, not the other family versions.