"Always Retain" option on skipped records

[Lhora Alvarez]

Hi all!

On the Upgrade Details form, there is an extra Resolution option that was not found in the SN documentation. The option is "Always Retain". I assume that "Always Retain" will keep the customizations of the skipped record. But, what is the difference between "Always Retain" and "Reviewed and Retained"?

[Mark Manders]

Be aware that the 'resolution' is only a field 'status' and doesn't have any functionality behind it. 

Always retain has been introduced as part of the new functionality 'Skipped Record Rules'. You can define all kinds of rules for skipped changes, you define yourself. 

For instance: do you really want to check on skipped changes on Form Layout? Forms are changed by request of clients and reverting back to OOB can cause huge issues if the forms have been altered big time (including rules and policies). You can create a skipped record rule for 'type = form layout' and set it to 'always retain'. Put a comment on it and you can still easily find them on each patch or upgrade, if you want to, but they are no longer in your list of skipped changes to review. 

It would have been better that they didn't show it as a choice when you are manually reviewing, because you aren't the only one thinking this will have some functionality behind it for the future. You will need the rules for that.

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/upgrade-cent....

[Lhora Alvarez]

@Mark Manders 

So if I understand correctly, "Always Retain" is not intended for skipped records. Rather, it is for the Skipped Record Rule.

If I use "Always Retain" in manually resolving skipped records, then nothing will happen. The skipped record will still appear on succeeding upgrades.

[Mark Manders · Accepted solution]

Indeed. The value in the resolution field is just for filtering the changes. You could use the 'always retain' when you go through them, so you can later easily find them and create the Skipped record rules, but it won't do anything to the records itself or apply to the next upgrade, unless you make a rule for it.

Just see it as a way of filtering them if you put a manual value in there.

[Lhora Alvarez]

I understand now.

Thank you very much!