Upgrade Guide - Service Bridge for Providers and Consumers application (v2.x.x release)Upgrade Guide for Service Bridge for Providers and Service Bridge for Consumers Applications This article provides guided steps for migrating from version 1.x.x of the Service Bridge for Providers or Service Bridge for Consumers applications. We recommend that Providers upgrade ahead of their Consumers to ensure an optimal level of service. Note: This migration guide is applicable only when upgrading from version 1.x.x to version 2.x.x of the Service Bridge applications. If you are using a legacy version of Service Bridge, please refer to KB1499823 Steps for Upgrading the Service Bridge for Providers Application: Log in as an instance admin.Import the required global script include: Follow the steps in KB1225292 to import the necessary global script include and apply any recommended hotfixes specified in KB1225292 that are applicable to you.Upgrade the application: Navigate to the ServiceNow App Store and update the Service Bridge for Providers application to version 2.x.x.Validate successful Upgrade: Navigate to ServiceNow Application Manager and search for installed Service Bridge for Providers application. Under Update Details tab ensure all changes got applied correctly and no changes were skipped.Check for multiple entitlement records (applicable only for v2.0.20): If you already have Consumers onboarded on your instance, please check if the below URL returns multiple entitlement records for same entity reference (replace INSTANCE_NAME with your instance name). If it does, follow KB1699680 to apply the hotfix for the entitlement deletion issue. If not, you can ignore this step. Please note this step should be performed soon after the App store upgrade. https://<INSTANCE_NAME>.service-now.com/sn_sb_pro_entitlement_list.do?sysparm_query=identityISEMPTY%5Eentity_reference!%3D Steps for Upgrading Service Bridge for Consumers Application: Login as an instance admin.Import the required global script include: Follow the steps in KB1225292 to import the necessary global script include and apply any recommended hotfixes specified in KB1225292 that are applicable to you.Upgrade the application: Navigate to the ServiceNow App Store and update the Service Bridge for Consumers application to version 2.x.x.Validate successful Upgrade: Navigate to ServiceNow Application Manager and search for installed Service Bridge for Consumers application. Under Update Details tab ensure all changes got applied correctly and no changes were skipped. FAQs: Can a Consumer upgrade to version 2.x.x before a Provider upgrades from version 1.x.x?No, at this moment we support Consumer upgrades to 2.x.x only after their connected Provider instance has upgraded to 2.x.x. We are working to support this use case in a future release. If, by chance, any Consumer has already upgraded to version 2.x.x before their connected Provider, then the Consumer will experience issues with entitlement synchronization. Please open a support case with ServiceNow, and the Service Bridge engineering team will manually run scripts to resolve any entitlement sync issues.Can a Provider upgrade to version 2.x.x before a Consumer upgrades from version 1.x.x?Yes, this is possible. All currently shared entitlements will continue to function, and any transactions (Remote tasks/Provider tasks) will remain operational. The Provider will also be able to initiate new transactions and continue servicing connected Consumers. However, any changes to existing entitlements or new entitlements will NOT sync from the Provider to the Consumer instance and will remain in the entitlements table awaiting the Consumer's upgrade.Can Providers and Consumers upgrade at different times?Yes, Providers and Consumers can upgrade at different times. However, we require that Providers adopt the new version of the Service Bridge for Providers application before their Consumers.Can I onboard a Consumer with version 1.x.x after the Provider has upgraded to version 2.x.x?Yes, this is possible, but it is not recommended. While the Service Bridge onboarding will be successful, the Consumer will not receive any entitlements from the Provider.Can I onboard with a Provider using version 1.x.x when the Consumer is on version 2.x.x?No, this is not a supported scenario. Post Migration Checklist: Ensure that the Service Bridge settings record has the updated valid application version number for both the Provider and Consumer.If you have any virtual transforms configured on your instance, please check if the virtual field value is populated correctly. If not, make the necessary changes after selecting the correct virtual field and activate the transform.