How to ensure workarounds applied are overwritten with fixed OOB records during the upgradeSummaryWhile working on a case, if we identify any workaround for an issue the steps will be provided to the customers by the below means. Posted as a Known error articlePosted as a Knowledge baseUpdated as Workaround steps on a CaseThey are uploaded as XML files on Case/KB articles so customers can Import them on the instances.ServiceNow TechSupport/Developers modify the file on the SUBPROD instance and advise the customer to transfer it to other instances. Implementing the workaround via the above scenarios is treated as customisation on the instance as the above activities leave an entry on sys_update_xml for the workaround modifications made. Any customisation will create entries on 2 tables. sys_update_version==> which maintains 1 record each for each save and also the OOB record which comes via Upgrade.sys_update_xml ==> If you have an In progress update-set, only the latest record from the last SAVE will be stored there linked to that update-set. Committing an update-set from another instance will also create an entry on sys_update_xml During an upgrade, Upgrade Engine will only look for customisations tracked on the sys_update_xml table The field Upgrade Engine looks for is "Replace on Upgrade" on the sys_update_xml tableIf the "replace on upgrade" is "false" the upgrade engine will not touch the customisation and the OOB file will be skippedif the replace on upgrade field is "true" the upgrade engine will overwrite the customisation( if there are multiple entries; the value on the latest entry will be taken into consideration) Any entry created on sys_update_xml will be created with Replace on Upgrade as the default value "false" The issue arises when the upgrade to this file ( workaround) will get skipped during future upgrades as the Upgrade engine treat this as a customisation. The newer version of this record may have new features introduced with the fix which will be missing on the instance which is an expected behaviour based on how the Upgrade engine works. More information on Overwrite customizations during an upgrade This will also contribute to the Skipped records review after an upgrade. If you are applying a workaround linked to a Problem on the PROD instance, please modify the value of Replace on Upgrade from "false" to "true" for that record on the corresponding sys_update_xml entry. This should be changed on the PROD instance so that this will be synched to all lower instances during a clone. Once Replace on Upgrade field is updated on sys_update_xml, the version upgrade (where we have the OOB Fix) will overwrite the file to the fixed OOB version and you do not have to review the Skipped record and this will not be skipped on future upgrades as well.