How to resolve a plugin installing a newer version than the version tested and scheduled for productionIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Resolve a version mismatch where a plugin installs a newer version in production than the version that was scheduled and tested in non-production environments. After scheduling a specific plugin version for installation and completing testing in a non-production environment, the production instance may install a newer version of the plugin that was not part of the original test plan. This can introduce untested functionality or behavior changes into the production environment. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supported releases Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When a plugin is scheduled for installation, the version available in the ServiceNow Application Repository may have been updated between the time the installation was scheduled and the time it runs in production. If the plugin publisher released a newer version after testing was completed, the installation process may pick up the newer version rather than the version that was tested. This can occur when: A newer plugin version is published to the App Repo after testing is completed but before the production installation runs.The scheduled installation does not pin to a specific version and defaults to the latest available version at the time of installation.The production installation window is delayed, increasing the window during which a new version can be published. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Step 1: Identify the version installed in production Go to the Store App [sys_store_app] table.Search for the affected plugin by name or scope.Note the Version field value — this is the version currently installed in production.Compare this value to the version that was tested in the non-production environment. Step 2: Identify the version that was tested Go to the non-production instance where testing was performed.Go to the Store App [sys_store_app] table and locate the same plugin.Note the Version field value on the non-production instance.If the non-production version differs from the production version, a version mismatch exists. Step 3: Assess the impact of the version difference Review the release notes for the newer plugin version to identify any functional changes, behavioral differences, or breaking changes introduced between the tested version and the installed version.Determine whether the untested functionality poses a risk to production operations.If the version difference introduces significant risk, contact ServiceNow Technical Support to discuss options — including whether rolling back to the tested version is possible within the backup retention period. Step 4: Align the non-production environment with the production version If the production version is newer than the non-production version, update the non-production instance to match the production version and perform regression testing before considering the production state validated. Go to All > System Applications > App Manager on the non-production instance.Locate the affected plugin.Update the plugin to match the version installed in production.Re-run the relevant test scenarios to validate that the newer version behaves as expected. General guidelines for managing plugin version consistency Follow these guidelines to reduce the risk of version mismatches between tested and installed plugin versions: Document the exact version number of each plugin used during non-production testing before scheduling a production installation.Verify the plugin version on the production instance immediately after installation and compare it to the documented tested version.Schedule production installations promptly after completing non-production testing to minimize the window during which a new plugin version can be published.Check App Manager or the App Repo for version updates to any scheduled plugins in the period between test completion and production installation.Use the Upgrade History [sys_upgrade_history] table to review what was installed during the production change window and confirm exact version details.