App versions to check before opening ITOM Support cases - Support and Troubleshooting

App versions to check before opening ITOM Support cases Table of Contents Introduction CMDB MID Server Discovery Service Mapping Event Management Cloud Provisioning and Governance Health Log Analytics Introduction Over recent years, a lot of what was previously considered one big "Plugin" for a main feature, has evolved into a lot or separate Apps instead. The Plugin code was tied to the Instance's major version and patch level, so fixes for known problems were only available with Instance upgrades, automatically, in one go.

Now the fixes are delivered via out-of-band releases for individual Apps. Code from old plugins has been moved into apps, or new features are added as an App from the start. This means fixes are available much quicker, and also available to customers not yet on the latest Instance version.

Each of these Apps are usually for one small component of a product, and need manually upgrading but it becoming very confusing to keep track of which apps make up the various ITOM products now.

This KB article aims to list what should be upgraded to the latest available version before reporting potentially new problems.

This was compiled around the Xanadu timeframe. If you don't have an app installed, then it is optional, and you don't have to install or upgrade it. You might be missing out on some nice features though.

Agent Client Collector Framework Higher level ACC apps are listed with their parent product.

Agent Client Collector Framework [sn_agent] Platform Analytics [sn_app_analytics_w] - used by Agent Feature Matric and Agent Health Dashboard CMDB All ITOM features will in some way be interacting with the CMDB tables. Any problems with the underlying CMDB APIs, Table Classes, Identification Rules, Integrations Commons, CSDM Standards, Health Jobs, Data Management Policies etc. could break the higher-level ITOM features.

CMDB CI Class Models [sn_cmdb_ci_class] Expanded Model and Asset Classes [sn_ent] CMDB Workspace [sn_cmdb_ws] ServiceNow ITOM/OT SU Licensing [sn_itom_licensing] Integration Commons for CMDB [sn_cmdb_int_util] CMDB and CSDM Data Foundations Dashboards [sn_getwell] Optional: CSDM Activation [com.snc.cmdb.csdm.activation] MID Server Although the MID Server installs are still tied to the Instance version, some instance side functionality is moving into Apps:

External Credential Storage and Management Application [sn_mid_extcredstrg] Platform Analytics [sn_app_analytics_w] - used by MID Server Dashboard Discovery Discovery and Service Mapping Patterns [sn_itom_pattern] Visibility Content [sn_pattern_design] ITOM Content Service [sn_smart_content] Discovery Admin Workspace [sn_disco_workspace] Certificate Inventory and Management [sn_disco_certmgmt] Pattern Designer Enhancements [sn_itom_pde] Firewall Audits and Reporting [sn_disco_firewall] Cloud Discovery Workspace [sn_cloud_ops_ws] Data Collection for Oracle Global Licensing and Advisory Services [sn_itom_oracleglas] Tag Governance [sn_itom_tag] If using ACC Agents:

Agent Client Collector for Visibility [sn_acc_visibility] Agent Client Collector for Visibility Content [sn_acc_vis_content] Agent Client Collector Framework [sn_agent] Service Mapping All of the above CMDB and Discovery apps, plus:

Service Mapping Plus [sn_sm_scoped_app] Event Management Alert Rules Management [sn_em_arm] Event Management Connectors [sn_em_connector] Service Operations Workspace ITOM Apps [sn_sow_itom_cont] Service Operations Workspace Alert Mngmt [sn_sow_em] Service Operations Workspace Service Dashboard [sn_itom_service_da] Service Operations Workspace Express List [sn_itom_aiops_list] Service Operations Workspace Integrations launchpad [sn_itom_integ_app] Service Operations Workspace Alert Automation [sn_sow_alert_rules] Service Operations Workspace Link View [sn_itom_alert_map] Synthetic Monitoring [sn_sow_synthetics] Tag Based Alert Clustering Engine [sn_em_tbac] If using Metric Intelligence and ACC-M or AIOps:

Metric Intelligence [sn_metrics_ng] Agent Client Collector Monitoring [sn_itmon] Agent Client Collector Framework [sn_agent] Service Operations Workspace Metric Explorer [sn_itom_metric_exp] Service Operations Workspace Service Map Monitoring [sn_sow_em_um] Cloud Provisioning and Governance Cloud Cost Management [sn_clin] Cloud Cost Management Azure [sn_clin_azure] Cloud Cost Management AWS [sn_clin_aws] Cloud Cost Management GCP [sn_clin_gcp] Cloud Discovery Workspace [sn_cloud_ops_ws] Cloud Provisioning and Governance: Terraform Connector [sn_cmp_terraform] Cloud Provisioning and Governance: Google Cloud Connector [sn_cmp_gcp] Health Log Analytics Health Log Analytics [sn_occ] Service Operations Workspace Log Analytics [sn_sow_hla] Service Operations Workspace ITOM Apps [sn_sow_itom_cont] Agent Client Collector Log Analytics [sn_accl]