Prevent record from being overwritten by the upgrade

[Community Alums]

Hi folks,

I have a situation where I found several notifications got activated by the upgrade in non-production instance and it triggered to sent out multiple emails which I do not want user to receive.

So I deactivated them and put in an update set to apply to Production, but later on when the Production upgrade, it may be sent out between the time the upgrade activates them and my update set to deactivate it.

Is there any way we can prevent them from being overwritten by the upgrade? One possible solution could be making an update on those (inactive) records in Prod, so they will be included in the Skipped Changes to review list. But looking for another approach!

[Mark Roethof]

Hi there,

I would say try to find out why those notifications get activated. If you changed them before, that shouldn't happen by default, it should become a skipped update (unless you manually changed the property on the customer update for it).

Perhaps even raise a case at ServiceNow Support! Again, it should not happen by default.

Else as workaround, you could temporarily use the override email address function? Or even deactivate email sending during upgrade? 

Kind regards,
Mark

[Community Alums]

Hi friend,

Those notifications are OOTB and have not been customized so that's why they get activated.

I did think about overriding email address with test email but during an upgrade period, there may be some essential notifications that need to be sent out so can't do that.

I think I would just go to update anything on those records in advance in Prod (they are all inactive anyway) so they will be skipped. But I still think ServiceNow may need to provide a functionality to exclude those records beforehand.

[Mark Roethof · Accepted solution]

Indeed, in that case make sure you've updated the notifications already so they will be seen as modified and will result in a skipped updated.

Regarding "I still think ServiceNow may need to provide a functionality to exclude those records beforehand". So did you contact ServiceNow about this?

Kind regards,
Mark

[Community Alums]

I did not contact them but I will but let's just proceed in that way. Thanks for the advice!