Fuji Upgrade

[lfultz]

Hi -

My company and I are new to Service Now and just went through our first upgrade.   During this process to our Development environment we received over 500 skipped items during the upgrade.   Looking for advise on how to process these skipped items.   We have made several enhancements to forms, lists, ESS pages, dictionary over-rides, ACLs, Business Rules, UI Actions, UI Policies, Workflows, Request Items, Notifications, Notification Scripts, SLA, you name it, we touched it.   We've spoken with SNOW HI support and local support, but have not gotten clear concise direction on how to continue forward.   We are aware that some skipped items are normal, however, not this many.   Looking for suggestions, or other insight on how to move forward.

Any suggestions would be greatly appreciated.

Thank You

Lynn

[Community Alums]

If you haven't already, you may want to post this in the main community and see if someone there can offer any insight. There is a lot more visibility there than in the Local user groups.

Hope you get an answer!

[lfultz]

Wonderful, thank you very much

[Jared Healy2]

Hey Lynn,

The upgrade conflict resolution process is definitely confusing. 500 items is actually not uncommon from what I've seen. I always feel like I'm missing something critical, but everything keeps working. Ultimately though, the most critical thing is your test cases to validate everything still works the way you want.

Here's the process I use:

1. Review upgrade details
   1. Go to the major upgrade in the "Upgrade History" list
   2. Filter the related list "Upgrade Details" by Disposition = Skipped
   3. Right-click on the filter bread crumbs and select "Open in new window"
      1. This is because related lists don't allow you to group by a column
   4. Next, make sure the "Type" column is shown
      1. Sort by Type A-Z
         1. This just gives you a nice logical way to work through them.
      2. Right-click and "Group by Type"
   5. Most of the UI Actions, UI Policies, UI Policy Actions, Form Layouts, List Layouts, Related Lists, Reports, Style Sheet, etc can be ignored.
      1. These are all things where you would expect to see customizations and whether you Form Layout matches SN OOB isn't critical
   6. Focus on any changes to Business Rules, Script Includes, UI Macros, UI Pages, etc.
      1. Basically you want to look at any entries where resources were changed that might impact core functionality (And unfortunately no, there is no provided list).
         
2. Regression tests on key functionality, especially where customizations have been done.
   1. Any bugs found should first be researched in the upgrade history to see if anything was skipped or applied around those items.
      1. Anything you selected "Revert to out of the box" could have removed a customization you weren't aware you needed or was just missed.

Other helpful hints:

• Export the upgrade history log (filtered list from steps above) to Excel
  • Track your action on this external list. None of your changes for "Revert to OOB" are captured in update sets. So you have to take the action on every instance.
• If you changed the "Condition" of a Business Rule or UI Action or UI Policy, it's going to show you customized it.
  • In these cases you need to check if the object contents (script) changed. If SN made major updates to it you need to "Revert" and then manually reapply your changes to that object.

Save your excel sheets from your upgrades so you can compare each time you do an upgrade and identify things that work for you and things that don't. Maybe in the next version SN will give us better mechanisms to track upgrade resolution and synching it between instances, but so far I haven't seen much change in this part of the system.