If any issue with cloning, will there be any chance that even ServiceNow support cant login?

Suggy
Giga Sage

‎01-08-2025 07:11 PM - edited ‎01-09-2025 05:33 AM

1. Can this scenario really happen where - Due to some wrong cloning configurations (Cloning, preservers, exclusions) every user loses access to instance login, including maint/ServiceNow support team where they cannot login at all and Instance is BLOCKED for ever? Can this ever happen?

 

2. If yes, How to ensure that such scenario will not happen?

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Viraj Hudlikar
Tera Sage

‎01-08-2025 10:54 PM

Hello @Suggy 

 

1 -> In such case you can raise a HI Case and ask to rollback a clone which was done or revert instance to recent backup available.

2 -> To avoid such scenario, make sure you define clone profile properly by understanding concepts for exclusion, preservers.

 

If you are trying to place a clone for client instance for first time, try to do in sandbox instance, so even if anything goes wrong you can revert back to previous backup copy by taking support from HI Engineers. This will give a good experience and good confidence for future clone activity for any ServiceNow instance.


To understand more on process of clone refer below post.
ServiceNow System Clone Process - ServiceNow Community
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1214608
System Clone Explained - ServiceNow Community

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

 

Thanks & Regards
Viraj Hudlikar.

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Suggy
Giga Sage
In response to Viraj Hudlikar

‎01-09-2025 11:00 AM

 Can this scenario really happen where - Due to some wrong cloning configurations (Cloning, preservers, exclusions) every user loses access to instance login, including maint/ServiceNow support team where they cannot login at all and Instance is BLOCKED for ever? Can this ever happen?

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Viraj Hudlikar
Tera Sage
In response to Suggy

‎01-09-2025 10:32 PM

Hello @Suggy 

 

See if wrong cloning configurations is done then data may get override or might be wipe out or test data created for UAT purpose will be lost. Sometimes the configuration done for Integration which is connected to third-party application to lower environment will be overridden with prod configuration and it will cause integration fail.

 

Now for the concern entire instance will get blocked - very rare thing. Also, HI Support team has access to instance, and they can rollback your instance to previous auto-backup taken by them. 

 

For user losing access it will be replica of access of user what they have in PROD will be copied over non-prod instance so for business user its fine but for developers who are working might lose admin access as sometimes over client instance only few folks are granted admin access while rest team has just ITIL access as per there working criteria.

 

For maint role, I don't think it granted to developer in instance it with HI Support Engineers, so don't worry much.

 

Complete instance blocked - No, in my lifetime I never faced such issue never heard from anyone they faced such issue and even if someone faced issue rollback to previous backup copy is option available which HI Support engineer can do it for you when you raise a HI Case.


If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

 

Thanks & Regards
Viraj Hudlikar.