What happens during the Upgrade downtime

[nagadeepika]

Hi All,

We are planning to Upgrade our Production Instance from Geneva Patch11 to Jakartha Patch3a. Non production Instance Upgrade took almost 2 hours. So during the upgrade Downtime will the End users be able to login into or can perform any changes on the Instance. My customers serves 24*7 and therefore don't want around 2 hrs of downtime. The modules mostly used were REST Api & Incident. Want to know what exactly happens during the downtime.

[Pradeep Sharma]

Hello Naga,

Scheduled jobs will be paused during the upgrade and will take some time to catch up after the upgrade is completed, but everything that the user performs on the instance through the UI should work just fine. Anything that requires workers (email, events, etc) will not work until the upgrade is complete.

[khadija3]

Is it mandatory to manually deactivate emails and scheduled jobs just before the upgrade ?

thanks

[Pradeep Sharma]

Hello Khadija,

NO, You need not manually deactivate each schedule jobs or notifications. It's just email, events, etc will not work until the upgrade is complete.

[Luiz Lucena]

We are in the same boat.

So, in other words, Service Desk agents would be able to use the Incidents form to register a new ticket in case a customer calls them?

Service Portal is available?

All other applications (Change Mgmt and Problem Mgmt) will they be able to use or should we tell everyone to not use the system at all?

During the lower instances upgrade I noticed some downtime that prevented me to access the system, let's say for 15min more or or less. The Test instance which had the most up-to-date clone from our Prd. was a little slow as well.

We need to communicate the downtime correctly, so any clarification will be appreciated.