Pre- and post-upgrade tasks for various products

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

Prepare your instance for a smoother upgrade

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

Upgrade and migration tasks Important: For any changes in the upgrade procedure for self-hosted customers, see KB0563844 for details. Table 1. Product Release notes Family AI Search

Washington DC Patch 9 : After you upgrade to Washington DC Patch 9 from an earlier release, make knowledge block content searchable by reindexing all your indexed sources that include knowledge articles. For details on reindexing, see Index or reindex an indexed source or Index or reindex multiple indexed sources .

Washington DC : When you upgrade to Washington DC , AI Search automatically updates your existing Genius Result configurations to use the new AI Search Genius Result Configuration form fields. This update procedure makes the following changes: Removes existing Genius result answer type field values. Migrates Genius result logic field values to the new AI Search request processor and AI Search response processor fields as appropriate. After you upgrade your instance to Washington DC , AI Search retains the value that you previously set for the Boolean search operator to use when a search query includes multiple terms ( glide.ais.query.search_operator ) system property. To gain the benefits of the new enhanced query mode for multi-term searches, set this system property's value to AND then OR 2+ key terms . For details on AI Search system properties, see AI Search system properties . Starting in Washington DC , the User [sys_user] table defaults to sorting indexed records by their sys_created_on dates instead of sorting them by their sys_updated_on dates. This change requires reindexing of the User table indexed source for AI Search , which can be time-consuming. When you upgrade to Washington DC from a previous family release, AI Search does not automatically reindex the User table indexed source. If you need to be able to search the latest configuration for user records, you can manually reindex the User table indexed source, which may take some time. Otherwise, AI Search will reindex individual User table records as they're updated until all records have been reindexed.

Washington DC

Automated Test Framework

Copy and customize quick start tests provided by the ServiceNow AI 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 .

Washington DC

Business Continuity Management

After upgrading to the Washington DC release, you must note the following important information for the existing business impact analyses, business continuity plans, and events: For business impact analyses, the Source column in the dependency assessment is renamed to Primary source and the BCM source is renamed to Manual for manually added dependencies following an upgrade. When you select the Update dependencies button, the system adds the CMDB dependencies. For business continuity plans, the Source column is renamed to Primary source following an upgrade. When you select the Update dependencies button, the system adds the CMDB and BIA dependencies. To maintain compatibility with the previous releases, the BCM administrator can configure the sources and keep only the BIA upstream dependency and BIA downstream dependencies as the sources in the updated configuration. For events and exercises, when you select the Update dependencies button, the system adds the CMDB , BIA, and Business Continuity Planning (BCP) dependencies after an upgrade. To maintain compatibility with the previous releases, the BCM administrator can configure the sources and keep only the BIA upstream dependency and BIA downstream dependencies as the sources in the updated configuration.

Washington DC

Configuration Management Database (CMDB)

The column product_instance_id has been added to the base Configuration Item [cmdb_ci] table to support the new product instance identifier (PID), which enables the lookup and linking of any pre-existing related assets, CIs, and Install Base Items (IBI). For more information about the impact of that change during upgrade and how to minimize that impact, see the Upgrade impact of CMDB_CI schema changes for Washington release [KB1534035] knowledge base article. If you enable CMDB 360 for the first time after upgrading to the Washington DC release, to enable the capture of CMDB 360 data for CIs from non-CMDB classes (classes not derived from the Configuration Item [cmdb_ci] class) you must set the glide.identification_engine.multisource_non_cmdb_ci_enabled system property to true. If you have been using the legacy Data Certification application on Core UI, then any associated definitions won’t be available in the new implementation of Data Certification in CMDB Workspace. After upgrading to the Washington DC release and to CMDB Workspace version 6.0, you can convert definitions created in the legacy Data Certification application into draft Data Manager Certification policies in CMDB Workspace. For more information, see .

Washington DC

Core ServiceNow AI Platform

Previously, if a transaction was canceled, certain auditable operations were not being recorded. This behavior of missing audit records is because the platform executes some operations between the record change and is canceled before audit creation. But now, audits are created immediately after the record is changed, reducing the chance of a canceled transaction aborting the operation before the audit is recorded. To facilitate this update, audits are now recorded in the same thread as the transaction. Earlier audits were created in a background thread.

This change redefines the default value of the glide.db.audit.lazy property from true to false. Ideally, this property is not defined in the Properties table, which means that the majority of instances start using the new default value and behavior with the Washington DC release. On some instances, this property may have been inserted with the value set to true, which means that these instances won’t be able to use this change to audit behavior. Delete this property to leverage this update.

Washington DC

Encryption Key Management

If you upgrade your instance to Washington DC but don’t upgrade your MID Server , Secrets Management authentication fails. Avoid authentication failures by upgrading your MID Server to Washington DC . If you can’t upgrade, you must turn off authentication until MID Server is upgraded to Washington DC to avoid authentication failures.

For details on MID Server upgrades, see MID Server upgrades .

Washington DC

Enterprise Asset Management

After you upgrade to Washington DC , the model_component field isn't available in the Enterprise asset [sn_ent_asset] table. Instead, a new model_component_id field is available in the Asset [alm_asset] table. The ENT - Migrate to new model component script moves the existing model_component field data to the model_component_id field.

Note the following upgrade scenarios for the Total Cost of Ownership (TCO) of assets: Upgrade works for all Enterprise Asset Management flow tasks You must have task rate cards for each workflow task. The TCO upgrade populates the Asset and Expense category fields on expense lines corresponding to each task. Expense category is populated based on the expense lines and the source of the expense line. You need to populate the TCO benchmark cost and the TCO benchmark threshold field on all existing models manually or using the bulk import functionality. TCO upgrade populates following fields on asset forms: Asset end of useful life : The created date plus the useful life in months. Asset first used date : The created date. Asset TCO : The aggregated sum of all the expense lines related to the asset. For simple assets, Asset TCO is the aggregated sum of expense lines under it. For complex assets, Asset TCO is the aggregated sum of expense lines of the parent as well as its child assets.

Washington DC

Financial Services Operations Core

During the upgrade to Washington DC , the Financial Services Operations Core plugin reparents the following tables: Note: You may experience a longer time for the upgrade to complete if your upgraded instance has a large number of records. The Service Definition [sn_bom_service_definition] table extends from the Service Definition [sn_case_type_selection] table instead of the Request Definition [sn_ind_request_definition. The Financial task [sn_bom_task] table extends from the Customer Service Task [sn_customerservice_task] table instead of the Global Task [task] table. The Policy Participant [sn_bom_policy_participant] table extends from the Sold Product Related Party [sn_install_base_sold_product_related_party] table. Reparenting enables leveraging of the benefits and advancements introduced by ServiceNow® Customer Service Management (CSM) while preserving the functionality of existing applications.

Washington DC

Hardware Asset Management 10.0.0

After your upgrade to Washington DC , keep in mind the following upgrade scenarios for the Total Cost of Ownership (TCO) of assets: Upgrade works for all Hardware Asset Management flow tasks. You must have task rate cards for each workflow task. TCO upgrade populates an asset and expense category field on the expense line corresponding to each task. Expense category is populated based on the expense lines and the source of the expense line. You must populate the TCO benchmark cost and the TCO benchmark threshold field on all existing models manually or using the bulk import functionality. TCO upgrade populates the following fields on assets: Asset end of useful life: Created date along with useful life in months. Asset first used date: Same as the created date. Asset TCO: Aggregated sum of all the expense lines related to the asset. For simple assets, Asset TCO is the aggregated sum of expense lines under it. For complex assets, Asset TCO is the aggregated sum of expense lines of the parent as well as its child assets.

Washington DC

Healthcare and Life Sciences Service Management Core

During the upgrade to Washington DC , the Healthcare sold product [sn_hcls_sold_product] parent table changes to Install base item [sn_install_base_item] for the following tables: Member Plan [sn_hcls_member_plan] Medication [sn_hcls_medication] Immunization [sn_hcls_immunization] Enrolled Program [sn_hcls_enrolled_program] Enrolled Program Service [sn_hcls_enrolled_program_service]

In addition, the following tables have had their parent tables removed and are standalone tables: Healthcare Organization[sn_hcls_organization] Healthcare Location[sn_hcls_location] Practitioner Location[sn_hcls_practitioner_facility] This reparenting enables customers to use the organizations and location tables for a broader set of use cases.

Existing data is migrated in the following manner so that existing functionality isn’t impacted: Reference of location field in sn_hcls_immunization updated to use cmn_location. All data is moved from Healthcare Sold Product to Install Base Item tables. Rows in the affected Install Base Item are populated based on the source_task value from the Healthcare Sold Product. The state of sn_hcls_enrolled_program and sn_hcls_enrolled_program_service are copied from hcls_state. All data moves to the standalone tables of Healthcare Organization, Healthcare Location, and Practitioner Location. The script creates records in the Business Location table for existing records in the Healthcare Organization table to form a 1:1 reference. Records that refer to a service organization are updated with a reference to the appropriate business location. Any practitioner who has a record in the practitioner location will have a record created in the Service Organization Member table with the appropriate business location. Records that contain healthcare location data will contain the parent service organization of that healthcare location. Note: You may experience a longer time for the upgrade to complete if your upgraded instance has a large number of records.

Washington DC

Industrial Process Manager

The Industrial Process Manager application now has a dependency with the Operational Technology Service Management applications, which include Operational Technology Incident Management and Operational Technology Change Management . To install Industrial Process Manager on your instance, one of the following SKUs is required: Operational Technology Visibility SKU Operational Technology Service Management SKU Any custom SKU that entitles Industrial Process Manager

Washington DC

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 .

Log rotation is automatically enabled for the Replication Payload Error [idr_replication_payload_error] table after the upgrade. By default, the log rotation schedule is comprised of seven shards, with five days for each shard. All log entries in this table created before the upgrade are automatically truncated.

Washington DC

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 can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics: MID Server pre-upgrade check : Describes how the AutoUpgrade monitor tests the ability of the MID Server to upgrade on your system before the actual upgrade. Upgrade the MID Server manually : Describes how to upgrade your MID Servers manually.

Washington DC

Now Assist for Creator

To receive Workflow Studio performance improvements, install one of these versions of the Workflow Studio application from the ServiceNow Store . For more information about upgrading Workflow Studio , see Update to the latest version of Workflow Studio .

Table 1. Upgrade path for the flow generation skill Is Now Assist for Creator already installed? Version of Workflow Studio to use for upgrade No Upgrade Workflow Studio to version 25.1.3 Yes Upgrade Workflow Studio to version 25.0.0

Washington DC

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 .

Washington DC

Order Management

New features introduced in this Washington DC release aren’t supported in earlier releases of Order Management for Telecommunications, Media, and Technology .

Starting with the Washington DC release, the Monthly Recurring Charges (MRC) and the Non Recurring Charges (NRC) set for product offerings and product attribute characteristics are stored in the Pricing data model in price lists and price list lines, rather than the Product Offering data model. If you want to upgrade your pricing information to use price lists after upgrading to Washington DC , see the Price Management Plugin (com.sn_csm_pricing) uptake for Telecommunications, Media, and Technology customers upgrading to Washington [KB1585863] article in the Now Support Knowledge Base.

After upgrading to the Washington DC release, a fix script runs automatically to deactivate certain telecommunications list records that are no longer needed to resume the capture of an unfinished order. For more information on these records and using the former order capture process if needed, see the Deprecating Telco List for Order Capture [KB1586538] article in the Now Support Knowledge Base.

After upgrading to the Washington DC , review the reconfiguration workarounds for working on new change orders or orders with disconnect, suspend, or resume actions while using the product configurator. For details, see the Order line reconfiguration issues in Washington when using Order Capture UI [KB1585976] article in the Now Support Knowledge Base.

Washington DC

Order Management

Features introduced in this Washington DC release aren’t supported in earlier releases of Order Management .

If you’re upgrading from Order Management for Telecommunications and Media version 6.0 or earlier: Starting with the Washington DC release, the Monthly Recurring Charges (MRC) and the Non-Recurring Charges (NRC) for product offerings and product attribute characteristics are stored in the Pricing data model in price lists and price list lines rather than in the Product Offering data model. If you want to upgrade your pricing information to use price lists after upgrading to Washington DC, see the Price Management Plugin (com.sn_csm_pricing) uptake for Telecommunications, Media, and Technology customers upgrading to Washington [KB1585863] article in the Now Support Knowledge Base. After upgrading to the release, a fix script runs automatically to deactivate certain telecommunications list records that are no longer needed to resume the capture of an unfinished order. For more information on these records and using the former order capture process if needed, see the Deprecating List for Order Capture [KB1586538] article in the Now Support Knowledge Base.

After upgrading to the Washington DC release, review the reconfiguration workarounds when working with new change orders or orders with disconnect, suspend, or resume actions while using the product configurator. For details, see the Order line reconfiguration issues in Washington when using Order Capture UI [KB1585976] article in the Now Support Knowledge Base.

Washington DC

Performance Analytics

The legacy PA Scores [pa_scores] table is being deprecated. If you still have indicator scores captured in the PA Scores table and the number of such scores is fewer than 43 million, these scores will be migrated automatically to the pa_scores_l1 and pa_scores_l2 tables upon upgrade. The expected amount of time added to upgrade is approximately two hours. For more information, see KB1294371 or Migrating Performance Analytics scores .

Washington DC

Platform Analytics Experience

Platform Analytics Experience functionality was previously located in the Platform Analytics Workspace. The functionality is now part of the core ServiceNow AI Platform , accessible through the Next Experience Unified Navigation . You can migrate any dashboards, reports, and Performance Analytics widgets that were created in Core UI to this functionality.

Washington DC

Playbooks in Workflow Studio

After you upgrade to Washington DC , update the Playbooks and Workflow Studio applications in the ServiceNow Store.

Washington DC

Portfolio Planning

Starting with v8.0.0, you can access the Strategic Portfolio Management ( SPM ) Pro-licensed features only in Strategic Planning Workspace . If you have been using Portfolio Planning Workspace to access SPM Pro-licensed features, such as Goals, Product Feedback, and Hybrid Portfolio Planning, you must now install Strategic Planning to access these features. For more information on the features that can be accessed only in Strategic Planning Workspace, see Comparing Portfolio Planning with Strategic Planning .

Washington DC

Predictive Intelligence

If you’re upgrading to Washington DC , you won't be able to create new regression solutions. If you have existing solutions, they will still be supported and you will be able to train and modify them, but you won't be able to create new ones.

The changes to the similarity and clustering solutions apply to all instances that are on Washington DC .

Washington DC

Proactive Service Experience Workflows

Customers who prefer not to receive trouble ticket notifications can disable the business rules related to the incident and case tables. To learn more about how to disable the business rules for trouble ticket notification, see Deactivate trouble ticket notification .

Washington DC

Product Catalog Management and Pricing Management

If you used attribute characteristics in the Standard Price Adjustment matrix in the initial release of the Sales and Order Management applications, and you're upgrading to the May 2024 release of Sales and Order Management applications, you must run a scheduled job that corrects the format of the automatically generated Code values. Run the Schedule job to modify code field on characteristic records that contain special characters on demand job to replace any character that is not a letter (a-z, A-Z), a number (0-9), an underscore (_), or a dollar sign ($) with an underscore (_). This job corrects the Code value so that it doesn’t start or end with an underscore, doesn’t begin with a digit, and contains no consecutive underscores.

Washington DC

Public Sector Digital Services

After the upgrade, certain public sector menus and menu items in the CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the UX List Categories for Customer and Service Organizations. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup , and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually .

Washington DC

Robotic Process Automation (RPA) Hub

Ensure that you upgrade any of the following currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications: RPA Desktop Design Studio Attended Robot Unattended Robot Unattended Robot Login Agent 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 Washington DC .

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 Washington DC .

Before upgrading RPA Hub to Washington DC , 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. For more information on how to add a property, see Add a system property .

After you upgrade to the Washington DC , the bot process definitions change to the new structure, which 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. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah article in the Now Support Knowledge Base.

Washington DC

Security Posture Control

For a complete list of the applications that are required to implement Security Posture Control , see Install the supported applications for Security Posture Control .

Washington DC

Service Operations Workspace for IT Service Management

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 2. 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 3.1.x 23.y.y 4.x.x 24.y.y

In the table, x is the subversion of the Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont) and y is the subversion of the Service Operations Workspace ITOM Applications application (sn_sow_itom_cont).

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

Washington DC

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 Washington DC release, 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. 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 .

If a user previously selected a user consent preference for user experience analytics for portals different from the rest of the platform, the preference selected for the platform is also used for portals in the Washington DC release. For example, if users opted out of tracking for portals but opted in to tracking for the rest of the platform in the Vancouver release, user experience analytics for portals are tracked for them in the Washington DC release. Users can update their selection from the user profile page in portals at any time.

Washington DC

Software Asset Management

After upgrading to Washington DC , you must redo all your customizations related to Adobe and Microsoft 365 integrations with your ServiceNow instance because the functionalities of these integrations are moved to the Software Asset Management – SaaS License Management store application. If you’ve customized an impacted file, the upgrade process skips the file and indicates a conflict. You must manually resolve the conflict and ensure that the old existing file is deleted. If you haven't customized an impacted file, the file gets deleted as part of the upgrade, and a file with a new sys_id is created.

Washington DC

Strategic Planning

Starting with v4.0.2, you can access the Strategic Portfolio Management ( SPM ) Pro-licensed features only in Strategic Planning Workspace . If you have been using Portfolio Planning Workspace to access SPM Pro-licensed features, such as Goals, Product Feedback, and Hybrid Portfolio Planning, you must now install Strategic Planning to access these features. For more information on the features that can be accessed only in Strategic Planning Workspace , see Exploring Portfolio Planning in Strategic Planning .

If you’re upgrading to Strategic Planning v4.1.2 and previously had customized the List view or the Hierarchy view of the Goals page using the Personalization side panel, the user interface enhancements done in v4.1.2 may not appear. In this case, you must delete your user preference records. For more information on how to delete user preferences made using the Personalization side panel, see KB1642037 .

Washington DC

Supplier Lifecycle Operations

After upgrading from the Vancouver release to the Washington DC release, you will see only the Source-to-Pay Workspace on the All navigation tab. You don't have to do anything if you choose to continue to use the Source-to-Pay Workspace .

However, you will see both the Source-to-Pay Workspace and Supplier Manager Workspace on the Workspaces tab. If you want to use the Supplier Manager Workspace instead of the default Source-to-Pay Workspace , ensure that you run the fixscript_migrate_workspace_to_smw.xml fix script after upgrading to the Washington DC release. You can download the fixscript_migrate_workspace_to_smw.xml file from the ServiceNow Store .

If you want to revert to using the Source-to-Pay Workspace , run the fixscript_migrate_workspace_to_s2p.xml fix script. You can download the fixscript_migrate_workspace_to_smw.xml file from the ServiceNow Store . For more information about how to run a fix script, see Run fix scripts .

After you upgrade to Washington DC , you must review all the post-upgrade tasks and complete them as needed. For more information, see Post-upgrade tasks for Supplier Lifecycle Management .

Washington DC

Third-party Risk Management

If you are a VRM user upgrading to TPRM , when upgrading to Vancouver or later from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. This means upgrading from Utah to Vancouver , Vancouver to Washington DC , and so on. If the scripts do not run in the correct order, it can result in data inconsistencies, broken functionalities, and conflicts.

For more information on upgrading from VRM to TPRM , see Third-party Risk Management upgrade information .

Washington DC

User Experience Analytics

Users can opt out of basic tracking. A funnel data visualization is available for Usage Insights data sources.

Washington DC

Vulnerability Response integrations

For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Washington DC release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base. For information about the new features of Vulnerability Response , see Vulnerability Response release notes .

Washington DC

Workflow Studio

To receive Workflow Studio performance improvements, install one of these versions of the Workflow Studio application from the ServiceNow Store .

Table 3. Upgrade path for the flow generation skill Is Now Assist for Creator already installed? Version of Workflow Studio to use for upgrade No Upgrade Workflow Studio to version 25.1.3 Yes Upgrade Workflow Studio to version 25.0.0

Washington DC

AI Search

Xanadu Patch 3 : After you upgrade to Xanadu Patch 3 from an earlier release, make knowledge block content searchable by reindexing all your indexed sources that include knowledge articles. For details on reindexing, see Index or reindex an indexed source or Index or reindex multiple indexed sources .

Xanadu :

After you upgrade to Xanadu from an earlier release, perform the following steps to add the Dashboards, data visualizations, and KPIs navigation tabs to global search results in AI Search for Next Experience : Update the AI Search for Next Experience ServiceNow Store application to version 4 or later. For update instructions, see Update an application . Commit the update set provided in the AI Search for Next Experience 4.0 PAR tables update sets (KB1644544) article in the Now Support Knowledge Base . To learn more about update sets, see System update sets .

Xanadu

Accounts Payable Operations

If you are upgrading from a previous release, you must configure the reference field in the Tax Code [sn_fin_tax_code] table. The exception engine validates the invoice using the tax code and raises exceptions if necessary.

Xanadu

Analytics, Intelligence, and Reporting

If you are upgrading, you can use the Platform Analytics Migration Center to take advantage of a single set of visualizations and unified filters for all data sources.

Xanadu

App Engine Studio

Due to a new process for assigning groups in App Engine Management Center ( AEMC ), ensure you have the same version of the Application Intake plugin installed on each of your instances.

Xanadu

Application Vulnerability Response

For information about the new features of Vulnerability Response , see Vulnerability Response release notes . For more information about the released versions of the Application Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Xanadu release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base .

Xanadu

Assessments and Surveys

Update the Automated Test Framework (ATF) tests, if you're upgrading to Xanadu 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.

Xanadu

Business Continuity Management

The relationship tables introduced in the plan records are generated by the Update BCP dependencies snapshot scheduled job. After upgrading to the Xanadu release, you can view these tables only after the scheduled job has run or by manually selecting the Update dependencies button.

Xanadu

Case management for CSM

The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. The approver user role replaces the approval admin role [approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them.

Xanadu

Cloud Cost Management 8.0.0

On upgrading to Cloud Cost Management 8.0 version, the new Tag Category AI Service is available for Amazon Web Services ( AWS ), Microsoft Azure , and Google Cloud Platform (GCP) service providers. Because Cloud Cost Management executes the Billing Download job only from the current month onwards, the spend on AI services will be included only for the current month. If you want to view the billing details for the months prior to the current month, you must manually execute the Billing Download job. Once the Billing Download job is executed successfully, you can view the spend data of your AI services.

Xanadu

Configuration Management Database (CMDB)

Before the upgrade to Xanadu , the ‘Updated CIs’ and ‘Updated application services’ trend lines in the Recent CI activity and Recent application services activities tiles on the Management view in CMDB Workspace, might not have accurately reflected on changes in your system. After upgrading to Xanadu and to versions 5.5, 6.2, or 7.2 of CMDB Workspace, those trend lines will reflect on the more accurate detection of updated CIs and updated application services. CMDB Health: If either the CMDB Health Dashboard - Relationship Compliance Processor or CMDB Health Dashboard - Relationship Score Calculation dashboard job is active, that job is deactivated during the upgrade to Xanadu . After the upgrade is complete, you can reactivate those jobs to resume health reports for CI relationships. The active state of all other CMDB Health dashboard jobs is retained.

Any failure threshold for a KPI or metric that is greater than 100,000, is set to 100,000 during upgrade. This upper limit is enforced to avoid excessive processing when a large number of CIs are failing the specified metric tests.

Bookmarks for the CI dashboard no longer work after an upgrade to Xanadu . A Page not found error message appears. To see CMDB Health reports for a CI, open the CI form in CMDB Workspace. The legacy Application Service Dashboard on Core UI isn't supported in the Xanadu release. After upgrading, you can still access that legacy dashboard by using a previously created bookmark. You can also instead access the Application Services dashboard in CMDB Workspace from the Application services tile in the Insights view in CMDB Workspace. The CMDB Integrations Dashboard on Core UI isn't supported in the Xanadu release. After upgrading, you can still access that legacy dashboard by using a previously-created bookmark. All records that exist in the CMDB Health Result [cmdb_health_result] table before an update to Xanadu Patch 5, are deleted during the upgrade. To access a legacy dashboard on an upgraded instance, navigate to All > Self-Service > Dashboards and then search for the dashboard.

Xanadu

Data Management

A data management policy record is automatically created for each table that is configured with an archive rule or a table cleaner rule prior to the upgrade.

Xanadu

Data Privacy

Licensing changes enable you to install Data Discovery , Data Discovery APIs, Data Anonymization, and Data Privacy APIs without an entitlement, but you must have an entitlement to run a job.

Xanadu

Decision tables in Workflow Studio

Workflow Studio is automatically installed on your instance. However, Workflow Studio is a ServiceNow Store application, so to get the latest features, you must update your version manually to the most recent version. As of Washington DC Patch 3, updating Workflow Studio automatically updates all its application dependencies such as Workflow Studio , playbook , and Decision Builder . You can no longer see or update the individual application dependencies of Workflow Studio from the ServiceNow Store or the list of plugins.

Xanadu

DevOps Change Velocity

If you are an upgrading customer, you must run the ReConfigure Bitbucket Server Repositories for PullRequest job to re-configure your existing Bitbucket Server or Bitbucket Data Center repositories so that pull request records can be imported. You can navigate to All > System Definition > Scheduled Jobs to search for this job and run it.

Xanadu

External Content Connectors

Beginning with version 2 of the External Content Connectors application, external content connectors implement semantic vector indexing for crawled items. When you upgrade to a version that supports semantic vector indexing, your existing connectors will reindex all previously retrieved items the next time they're visited by a crawl, even if those items' content is unchanged. To force semantic vector indexing of your external content items as soon as possible after upgrading, cancel any running crawls, then restart the canceled crawls manually.

Xanadu

Field Service Management

Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Xanadu Patch 9 version or higher to ensure compatibility.

Xanadu

Flows, subflows, and actions in Workflow Studio

After upgrading, users who previously had the fd_read_operations role will now see only basic execution details such as the run state and duration. This restriction prevents users with this role from seeing sensitive information in execution details. To provide read access to all execution details such as input configuration and runtime values, grant the user the new role fd_read_operations_all.

Xanadu

Goal Framework for SPM

After upgrading to Goal Framework for SPM v2.3.0, run the Migrate BreakdownInterval To Checkinfrequency scheduled job. This scheduled job migrates the existing values in the Review frequency and Breakdown interval fields to the Check-in frequency field in the target records. For more information on how these values are migrated for targets with different values, see Target breakdowns migration .

Xanadu

Hardware Asset Management 11.0.0

After upgrading to Xanadu , you can view both the Core UI Performance Analytics dashboards and the Next Experience Platform Analytics dashboards for Hardware Asset Management . Note: While migrating the Core UI Performance Analytics dashboards to the Next Experience Platform Analytics dashboards, auto-migration is disabled by default to avoid duplicate dashboards.

Xanadu

ITOM Health

Enhance your application service mapping by installing the App Service Extension app from the ServiceNow® Store .

Xanadu

ITOM Optimization

Enhance your application service mapping by installing the App Service Extension app from the ServiceNow® Store .

Xanadu

ITOM Visibility

For an improved Service Mapping experience, install Service Mapping Plus version 1.13.0 from the ServiceNow® Store .

Enhance your application service mapping by installing the App Service Extension app from the ServiceNow® Store .

Xanadu

Industrial Process Manager

The Industrial Process Manager application now has a dependency with the Operational Technology Service Management applications, which include Operational Technology Incident Management and Operational Technology Change Management . To install Industrial Process Manager on your instance, one of the following SKUs is required: Operational Technology Visibility SKU Operational Technology Service Management SKU Any custom SKU that entitles Industrial Process Manager

Xanadu

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 verify 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 according to executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics: MID Server pre-upgrade check : Describes how the AutoUpgrade monitor tests the ability of the MID Server to upgrade on your system before the actual upgrade. Upgrade the MID Server manually : Describes how to upgrade your MID Servers manually.

Xanadu

Now Assist for Hardware Asset Management (HAM)

Only users with the procurement_user role can access the Help manage hardware asset requests agentic workflow including the following AI agents: Hardware asset management sourcing AI agent Transfer order creation AI agent Purchase order creation AI agent

Xanadu

Now Assist for Security Operations

For more information about required applications for Now Assist for Vulnerability Response , see Supporting information for Now Assist for Vulnerability Response . For more information about required applications for Now Assist for Security Incident Response , see Supporting information for Now Assist for Security Incident Response .

The AI Search application must be enabled so that the Recommended Actions skill works for security incidents. To verify AI Search is enabled on your instance, navigate to All > AI Search > AI Search Status . Contact support if the page indicates AI Search is not enabled.

Xanadu

Now Assist

If you customized UI actions or other items that are associated with Now Assist skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to log in to view the article.

Xanadu

Order Management

Features introduced in the Xanadu release aren't supported in earlier releases of Order Management .

If you’re upgrading from Order Management for Telecommunications and Media version 6.0 or earlier: Starting with the Washington DC release, the Monthly Recurring Charges (MRC) and the Non-Recurring Charges (NRC) for product offerings and product attribute characteristics are no longer stored in the product offering data model. Instead, the MRC and NRC are stored in the Pricing data model in price lists and price list lines. If you want to upgrade your pricing information to use price lists after upgrading to Washington DC , see the Price Management Plugin (com.sn_csm_pricing) uptake for Telecommunications, Media, and Technology customers upgrading to Washington [KB1585863] article in the Now Support Knowledge Base . After upgrading to the Xanadu release, a fix script runs automatically to deactivate certain telecommunications list records that are no longer needed to resume the capture of an unfinished order. For more information on these records and using the former order capture process, see the Deprecating Telco List for Order Capture [KB1586538] article in the Now Support Knowledge Base .

If you’re an upgrade customer who uses the contract start date and contract end date fields and has records, you can migrate those records to the latest data model by running the Migrate data from deprecated contract fields to new fields on Order and Order Lines scheduled job. This scheduled job must be manually executed by navigating to System Definitions > Scheduled Jobs . For more information on scheduled jobs, see Scheduled jobs .

Xanadu

Platform Analytics experience

New customers: The Platform Analytics experience is automatically available on the ServiceNow AI Platform . It offers an intuitive interface to help you better understand and utilize your data.

Upgrading customers: If you are currently using Core UI responsive dashboards, you will continue to have access without any disruption. Consider transitioning to the Platform Analytics experience to take full advantage of the new capabilities.

Xanadu

Playbooks in Workflow Studio

After you upgrade to Xanadu , update the Playbooks and Workflow Studio applications in the ServiceNow Store .

Xanadu

Product Catalog Management and Pricing Management

If you’re using the extension point sn_csm_pricing.PricingAdjustmentsExtensionPoint for pricing adjustments, change the default pricing plan (introduced in the November 2024 release) after upgrading. The pricing plan steps for the Configuration Component Price Adjustment and Standard Price Adjustment matrices are not applicable. As pricing admin or manager, remove the steps for these matrices from the default pricing plan. Navigate to All > Pricing > Pricing Plans . Select the published Default Pricing Plan. Select Copy . In the pricing plan copy, go to the Pricing Plan steps related list. Select the rows for the Apply configuration component adjustments step (Sequence 50) and the Apply contextual adjustments step (Sequence 60) and select Delete in the Actions on selected rows menu. Select Update . Publish the pricing plan copy.

Xanadu

Public Sector Digital Services

After the upgrade, certain public sector menus and menu items in CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the UX List Categories for Customer and Service Organizations. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup , and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually .

Xanadu

RPA Hub

Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications: RPA Desktop Design Studio Attended Robot Unattended Robot Unattended Robot Login Agent For more information, see Download the RPA applications from RPA Hub .

The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Xanadu .

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 earlier releases to Xanadu .

Before upgrading RPA Hub to Xanadu , 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. For more information on how to add a property, see Add a system property .

After you upgrade to Xanadu , the bot process definitions change to the new structure, which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Xanadu without updating the system property value, the tables don’t extend the Application File table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release article in the Now Support knowledge base.

Xanadu

Security Posture Control

For a complete list of the applications that are required to implement Security Posture Control , see Install Security Posture Control .

Xanadu

Service Bridge

2.x.x that is being released with the Xanadu release does not support migration of the (Legacy) versions. If you are using a Service Bridge (Legacy) version, before you upgrade to the Xanadu release, you must follow instructions in the Service Bridge for Providers (Legacy) - Migration Utility (KB1499823) article in the Now Support Knowledge Base to migrate your configuration data. If you are upgrading from version 1.x.x of , follow the steps listed in Upgrade Guide - Service Bridge for Providers and Consumers application (v2.x.x release - KB1700387) to migrate your applications. Due to the introduction of mismatched version support, new entitlements cannot be activated until both the consumers and providers upgrade to the Xanadu release. Older active entitlements will continue to work but new ones cannot be activated.

Xanadu

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 4. Compatible Service Operations Workspace versions Service Operations Workspace for ITSM (sn_sow_itsm_cont) Service Operations Workspace for 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 3.1.x 23.y.y 4.x.x 24.y.y 5.0.x 24.2.y 5.1.0 25.2.0 6.1.1 26.0.12

Xanadu

ServiceNow SDK

Upgrade to the latest version of the ServiceNow SDK with the now-sdk upgrade command. For more information, see Upgrade the ServiceNow SDK .

Xanadu

Skills Management

The skills dashboard is automatically migrated to the Next Experience UI in the Xanadu release. When you upgrade, you can automatically access the Skills dashboard in the Next Experience UI .

Xanadu

Software Asset Management

After upgrading to the Microsoft Entra ID spoke 4.3 version, the Microsoft Azure AD - Download Group Membership directory job isn't executed for existing Microsoft Azure AD SSO or Directory integrations. This directory job also isn't created for new Microsoft Azure AD SSO or Directory integrations. Instead, the Microsoft Azure AD - Download Groups directory job downloads all groups and group memberships configured on Microsoft Azure AD .

Xanadu

Strategic Planning

After upgrading to Strategic Planning v4.3.2, run the Migrate BreakdownInterval To Checkinfrequency scheduled job. This scheduled job migrates the existing values in the Review frequency and Breakdown interval fields to the Check-in frequency field in the target records. For more information on how these values are migrated for targets with different values, see Target breakdowns migration .

Xanadu

Subscription Management

Subscription Management version 3.2 is active by default on all instances of the Xanadu release. Update to Subscription Management version 4.0 or later to use the latest features. For more information about updating Subscription Management , see Update an app or plugin .

Xanadu

Telecommunications Network Inventory

If you are an existing user of previous releases, both legacy and new product models will be available in the Network Inventory Workspace menu after upgrading to Xanadu . To rectify this issue, you must migrate your legacy product model data to the new product model tables in your current instance. For more details about the procedure, see KB1695167 .

Xanadu

Third-party Risk Management

If you are a VRM user upgrading to TPRM , when upgrading to Vancouver or later from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. This means upgrading from Utah to Vancouver , Vancouver to Washington DC , and so on. If the scripts do not run in the correct order, it can result in data inconsistencies, broken functionalities, and conflicts.

For more information on upgrading from VRM to TPRM , see Third-party Risk Management upgrade information .

Xanadu

Vulnerability Response Integration with Claroty CTD

Claroty CTD v5.1 is also supported for the Vulnerability Response Integration with Claroty CTD application.

Xanadu

Vulnerability Response integrations

For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Xanadu release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base. For information about the new features of Vulnerability Response , see Vulnerability Response release notes .

Xanadu

Workflow Studio

As of Washington DC patch 3, updating Workflow Studio automatically updates all of its application dependencies such as ServiceNow® Workflow Studio , Playbook, and ServiceNow® Decision Builder . You can no longer see or update the individual application dependencies of Workflow Studio from the ServiceNow® Store or the list of plugins.

Xanadu

AI Control Tower

General availability release, no upgrade.

Yokohama

AI Search

When you upgrade to Yokohama from an earlier release, make knowledge block content searchable by reindexing all your indexed sources that include knowledge articles. For details on reindexing, see Index or reindex an indexed source or Index or reindex multiple indexed sources .

Yokohama

Accounts Payable Operations

If you’re upgrading from a previous release, you must configure the reference field in the Tax Code [sn_fin_tax_code] table. The exception engine validates the invoice using the tax code and raises exceptions if necessary.

Yokohama

App Engine Studio

Due to a new process for assigning groups in AEMC , the same version of the Application Intake plugin must be activated on each of your instances.

For more information, see App Readiness and Compliance Report .

Yokohama

Application Vulnerability Response

For information about the new features of Vulnerability Response , see Vulnerability Response release notes . For more information about the released versions of the Application Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Xanadu release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base .

Yokohama

Automated Test Framework

Copy and customize quick start tests provided by the ServiceNow AI 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 .

Yokohama

Configuration Management Database (CMDB)

Three new indexes (parent, type), (child, type), and (child, parent, type, port) are added to the CI Relationship [cmdb_rel_ci] table to improve the performance of Identification and Reconciliation Engine (IRE) querying this table. This change is likely to increase upgrade time. For more information about the impact of this change during upgrade and to learn how to minimize that impact, see Increased Yokohama Upgrade Time due to cmdb_rel_ci index additions [KB1703367] .

Yokohama

Data Management

After upgrading a self-hosted instance to Yokohama , the sys_physical_table_stats table doesn't display the latest data for table size, with the sample_period_start column showing dates prior to the upgrade. To see the correct table size, you can set the com.glide.stats.storage_disk_usage.information_schema system property to true, which allows the statsGatherer job to use the information schema to generate the required database statistics.

A data management policy record is automatically created for each table that is configured with an archive rule or a table cleaner rule prior to the upgrade.

Yokohama

Data Privacy

Licensing changes enable you to install Data Discovery , Data Discovery APIs, Data Anonymization, and Data Privacy APIs without an entitlement, but you must have an entitlement to run a job.

Yokohama

DevOps Change Velocity

If you are a new customer or are using a zBoot instance and you want to create type-based workflow change requests in DevOps Change Velocity , you must add the com.snc.change_management.change_model.type_compatibility property and set it to True. For more information, see Add a system property .

If you are an upgrading customer, you must run the ReConfigure Bitbucket Server Repositories for PullRequest job to re-configure your existing Bitbucket Server or Bitbucket Data Center repositories so that pull request records can be imported. You can navigate to All > System Definition > Scheduled Jobs to search for this job and run it.

Yokohama

Encryption Key Management

The GlideEncrypter API uses the three-key Triple Data Encryption Standard (3DES) encryption standard which NIST 800-131A Rev 2 has recommended against using after 2023. The following changes are taking place in the Yokohama release in preparation for a full deprecation of GlideEncrypter/3DES in the future. New Yokohama instances can’t use GlideEncrypter. All base system scripts have been changed to use alternative encryption processes. if you’re upgrading your Yokohama instances, you can still use 3DES, but you can also disable 3DES usage with a system property. Learn more about 3DES deprecation in KB1704481 .

Yokohama

External Content Connectors

Beginning with version 2 of the External Content Connectors application, external content connectors implement semantic vector indexing for crawled items. When you upgrade to a version that supports semantic vector indexing, your existing connectors will reindex all previously retrieved items the next time they're visited by a crawl, even if those items' content is unchanged. To force semantic vector indexing of your external content items as soon as possible after upgrading, cancel any running crawls, then restart the canceled crawls manually.

When you upgrade to version 4 of the External Content Connectors application from an earlier version, searches may not show all previously crawled content until you've completed both a content crawl and a user mapping crawl for each upgraded connector. The first content crawl run after the upgrade will reindex all searchable content from the source system, and the user mapping crawl will reindex all security principals from the source system. All crawled content should be shown in searches after both of these crawls are complete.

Yokohama

Field Service Management

Upgrading to Yokohama may extend the upgrade maintenance time of a customer due to Appointment Booking. The Appointment Booking configuration tables get extended to the Application File [sys_metadata] table as a part of the upgrade. After upgrading to Yokohama, re-parenting occurs automatically and the duration of the re-parenting depends on the number of records in Application File [sys_metadata] table. Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Yokohama Patch 3 version or higher to ensure compatibility.

Yokohama

Financial Services Card Operations

During the upgrade to Yokohama , the Financial Services Card Operations plugin reparents the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] to the Financial Task table [sn_bom_task] in Financial Services Operations Core .

Reparenting leverages the benefits and advancements of ServiceNow® Financial Services Operations Core while preserving the functionality of existing applications. Note: If your instance uses the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] and it contains a large amount of data, you may experience increased upgrade times.

Yokohama

Generative AI Controller

Generative AI Controller is installed and updated when you install or update any Now Assist application. If you have issues installing or updating applications, see this knowledge article for steps that may address your issue. Otherwise, you can make a Support case.

Yokohama

ITOM Visibility

3DES support is planned for permanent removal from the MID Server for MID Servers with SSH-based Discovery or SSH-based integrations. For more information, see 3DES deprecation in SSH from Xanadu [KB1644950] .

After upgrading to Yokohama, a Fix Script named "Add Explicit Public SNMP Credential" might create a public SNMP credential in Production instances. This could lead to unnecessary records via Discovery . The Fix Script is present in Yokohama instances, including OOB. Before applying the upgrade of Discovery core, Yokohama version, verify the fix script behavior in a sandbox environment. Remove the public SNMP credentials if not required.

Yokohama

Impact

The Impact Store Application configuration requires a sequence of tasks. See Configuring the Impact Store Application for details.

Yokohama

Instance Data Replication

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

Log rotation is automatically enabled for the Replication Payload Error [idr_replication_payload_error] table after the upgrade. By default, the log rotation schedule is comprised of seven shards, with five days for each shard. All log entries in this table created before the upgrade are automatically truncated.

Yokohama

MID Server

For the latest MID Server system requirements, see MID Server system requirements . The minimum JRE version supported is 17.0.10 and the recommended version is 17.0.12.

If you have installed your own JRE, the upgrade process takes the following actions to verify 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 according to the executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics: MID Server pre-upgrade check : Describes how the AutoUpgrade monitor tests the ability of the MID Server to upgrade on your system before the actual upgrade. Upgrade the MID Server manually : Describes how to upgrade your MID Servers manually.

Yokohama

Now Assist Analytics

Now Assist Analytics is installed and updated when you install or update any Now Assist application. If you have issues installing or updating applications, see this knowledge article for steps that may address your issue. Otherwise, you can make a Support case.

Yokohama

Now Assist Skill Kit

If you customized UI actions or other items that are associated with Now Assist skills, ensure that your customized code is updated with the new skill releases. Otherwise, certain functions may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to log in to view the article.

Yokohama

Now Assist for Hardware Asset Management (HAM)

Only users with the procurement_user role can access the Help manage hardware asset requests agentic workflow including the following AI agents: Hardware asset management sourcing AI agent Transfer order creation AI agent Purchase order creation AI agent

Yokohama

Now Assist for Security Incident Response and Now Assist for Vulnerability Response

For more information about required applications for Now Assist for Vulnerability Response , see Supporting information . For more information about required applications for Now Assist for Security Incident Response , see Supporting information .

Starting with version 2.0.1, the name of the Now Assist for Security Operations application in ServiceNow® Store and in your ServiceNow AI Platform® instance has changed to Now Assist for Security Incident Response . You must upgrade to version 2.0.1 to access the following features: Generate resolution notes in the Now Assist context menu. Generate correlation insights for a security incident investigation from the Now Assist panel.

The AI Search application must be enabled so that the recommended actions skill works for security incidents. To verify that AI Search is enabled on your instance, navigate to All > AI Search > AI Search Status . Contact support if the page indicates that AI Search is not enabled.

Yokohama

Now Assist in Contract Management

If you’re upgrading to Now Assist in Contract Management starting with Yokohama Patch 3 from a previous version and you have customized use cases, run a fix script to migrate the existing data to the Now Assist Admin console. Navigate to All > System Definition > Fix Scripts . In the Name field, search for Upsert DI skill config. In the script, add the use case ids that you want to migrate to the Now Assist Admin console. Select Run Fix Script . For more information, see Post-upgrade steps for Now Assist in Contract Management .

Yokohama

Now Assist

If you customized UI actions or other items that are associated with Now Assist skills, ensure that your customized code is updated with the new skill releases. Otherwise, certain functions may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to log in to view the article.

Yokohama

Platform Analytics experience

If you had previously migrated your analytics assets to Platform Analytics , assets that were in compatibility mode but are newly supported in Yokohama are migrated automatically.

Yokohama

Playbooks in Workflow Studio

After you upgrade to Yokohama , update the Workflow Studio application in the ServiceNow Store .

Yokohama

Portfolio Planning

After upgrading to Portfolio Planning v8.8.0, the custom view settings previously saved under user preferences will be cleared. You must reapply these changes and create views as needed. For instructions, see Create a portfolio plan view in Portfolio Planning and Create a free-form roadmap view in Portfolio Planning .

Yokohama

Product Catalog Management and Pricing Management

After upgrading to the May 2025 release of Sales and Order Management applications, you must run a scheduled job that automatically enables the Allow multiple configurations option when your catalog admin creates product offerings with an associated product specification. This job is called Scheduled job with an upgrade script to set 'allow_multiple_configurations' to true on an Offering . When multiple product offering configurations are allowed in configurable opportunities, quotes, or orders, agents can create multiple instances of a child product offering and define custom configurations for each offering instance. Note: The Allow multiple configurations option is always enabled (set to true) for all product offerings that have an associated product specification. However, if the product specification has a child hierarchy, this option is honored only for orders placed through the TMF APIs. For specifications without a hierarchy, the flag is honored across all ordering channels.

The May 2025 release provides a default pricing plan that includes a new step, Apply Renewal Adjustment. If you've been using a custom pricing plan from an earlier release, review the default pricing plan, which is in a Retired state after upgrading to the May 2025 release. Determine whether you want to publish the default plan or customize the default pricing plan for your needs and then publish the custom plan to be used.

Yokohama

Public Sector Digital Services

After the upgrade, certain public sector menus and menu items in the CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer , Accounts , and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup , and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually .

Yokohama

RPA Hub

Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications: RPA Desktop Design Studio Attended Robot Unattended Robot Unattended Robot Login Agent For more information, see Download the RPA applications from RPA Hub .

The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Yokohama .

Based on the number of records in the application file table, you may experience a delay while upgrading the RPA Hub applications from Tokyo or earlier releases to Yokohama .

Before upgrading RPA Hub to Yokohama , 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. For more information on how to add a property, see Add a system property .

After you upgrade to Yokohama , the bot process definitions change to the new structure, which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Yokohama without updating the system property value, the tables don’t extend the Application File [sys_metadata] table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release [KB1223629] article in the Now Support Knowledge Base .

Yokohama

Security Posture Control

For a complete list of the applications that are required to implement Security Posture Control , see Install Security Posture Control .

Yokohama

Service Bridge

When using for Providers and for Consumers in a single instance, you must upgrade both applications simultaneously to the same version to maintain compatibility. The Global Script Include is automatically installed or updated when you install the application on the following platform versions: Washington DC Patch 9 Xanadu Patch 4 Yokohama 2.x.x, which was first released with the Xanadu release, does not support migration of (Legacy) versions. If you are using a (Legacy) version, before you upgrade to the Yokohama release, you must follow instructions in the Service Bridge for Providers (Legacy) - Migration Utility [KB1499823] article in the Now Support Knowledge Base to migrate your configuration data. If you are upgrading from version 1.x.x, follow the steps in Upgrade Guide - Service Bridge for Providers and Consumers application (v2.x.x release) [KB1700387] to migrate your applications. Due to the introduction of mismatched version support, new entitlements cannot be activated until both the consumers and providers upgrade to version 2.x.x. Older active entitlements will continue to work but new ones cannot be activated. If you upgrade to version 2.0.55 with Sales and Order Management plug-in version 1.0.4 before upgrading the platform to the Yokohama release, the new Deny ACLs will not be installed. To ensure the Deny ACLs get installed, after upgrading to Yokohama , you must click Repair to reinstall the application.

Yokohama

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)

For more information on compatible versions, see Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM .

Yokohama

ServiceNow IDE

ServiceNow IDE version 1.1.4 is active by default on instances on the Yokohama release. Update to ServiceNow IDE version 2.0 or later to use the latest features. For information about updating ServiceNow IDE , see Updating apps .

Yokohama

ServiceNow SDK

Upgrade to the latest version of the ServiceNow SDK with the now-sdk upgrade command. For more information, see Upgrade the ServiceNow SDK .

ServiceNow SDK version 3.0 supports integrating with ServiceNow instances beginning with the Washington DC release. Note: For more information about minor releases of the ServiceNow SDK , see the ServiceNow IDE, SDK, and Fluent articles in the ServiceNow Community .

Yokohama

ServiceNow Studio

ServiceNow Studio no longer has to be downloaded from the ServiceNow Store . It’s available on the ServiceNow AI Platform by default.

Yokohama

Software Asset Management

Starting from the Yokohama release, all the reconciliation script includes are being moved from the family release to the Software Asset Management store application (com.sn_itam_samp). When upgrading to Yokohama , if you have made customizations to reconciliation script includes, you must move your customizations to the new script includes. The old script includes will be deprecated.

When upgrading to Yokohama Patch 1 with the Software Asset Management (sn_itam_samp) 2.1.0 store application installed, you must delete the entitlements for the existing CrowdStrike integration profiles. Then, create new entitlements for various CrowdStrike products, such as CrowdStrike Falcon Endpoint Protection and CrowdStrike Falcon Discover, based on their license metrics. These metrics include the Reserved Hourly Average Sensor and Sensor Subscription, which are found under the CrowdStrike License Metric Group. If any existing CrowdStrike profiles are in the Draft state, create new integration profiles and delete the existing ones. If any existing CrowdStrike profiles are in the Published state, their state changes to Draft.

Yokohama

Strategic Planning

After upgrading to Strategic Planning v4.7.0, the following changes apply to user preferences: Custom view settings previously saved under user preferences will be cleared. You must reapply these changes and create views as needed. For instructions, see Create a portfolio plan view in Strategic Planning and Create a free-form roadmap view in Strategic Planning . Customizations made to the Timeline and Kanban views in the Roadmap tab, and the Kanban view in the Prioritization tab at the portfolio plan level, will be copied to the Default view of the portfolio plan. Similarly, any customizations made to the Timeline and Kanban views in the free-form roadmap will also be copied to the Default view of the free-form roadmap.

Yokohama

Subscription Management

Subscription Management version 4.1 is active by default on all instances of the Yokohama release. Update to Subscription Management version 5.1 or later to use the latest features. For more information about updating Subscription Management , see Update an app or plugin .

Yokohama

Telecommunications Network Inventory

The Yokohama release needs the Xanadu platform version to support the Design and Assign playbook feature.

Yokohama

Telecommunications Service Operations Management (TSOM)

After installing Telecommunications Service Operations Management TSOM, any customized IRE identification rules applied to interface cards, slots, sub-slots and network interfaces may be affected. You must review and validate the rules to ensure proper functionality.

Yokohama

Third-party Risk Management

Starting with the Vancouver release, if you’re a VRM user upgrading to TPRM , from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. This means upgrading from one release to the next rather than skipping to the latest release. Not running scripts in the correct order can result in data inconsistencies, broken functionalities, and conflicts.

For more information on upgrading from VRM to TPRM , see Third-party Risk Management upgrade information .

For existing TPRM customers, after upgrading to version 20.2.4, data from the Industry column in the Company [core_company] table is automatically migrated to the tprm_industry column. Migration can take several hours depending on the number of records in the Company [core_company] table. After migration, a system log message confirms that the migration is complete. Review the Company [core_company] table content and update any customizations referencing the Industry field to use tprm_industry. After verifying the migration and updating customizations, you can drop the Industry column.

Yokohama

Vulnerability Response Integration with Claroty CTD

Claroty CTD v5.1 is also supported for the Vulnerability Response Integration with Claroty CTD application.

Yokohama

Vulnerability Response integrations

For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Yokohama release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base. For information about the new features of Vulnerability Response , see Vulnerability Response release notes .

Yokohama

Workforce Optimization for ITSM

Enhanced security to access Workforce Optimization for ITSM

When you upgrade to the Yokohama release, you have the option to turn on enhanced security for the Workforce Optimization for ITSM application. To get the enhanced security, you must contact Now Support to install the ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security). After you install the plugin, you need the roles listed here to access the respective features. Features in Workforce Optimization for ITSM Role required for each user Skill review Skill review manager (sn_wfo_skillreview.manager) Skill review user (sn_wfo_skillreview.user)

Work scheduler Work scheduler admin (sn_wfo_work_sched.admin) Work scheduler manager (sn_wfo_work_sched.manager)

Yokohama