Will there be any issue on custom widgets(Service Portal) after upgrade?

[chanch]

Will there be any issue on custom widgets of Service Portal after upgrade in future?

We are working on CMS to Service Portal migration where we have noticed that we need to create some custom widgets too to achieve the requirements. Our concerns are regrading upgrade, where if there are any issues in custom widgets because of upgrade(some client script functions are not supporting or any other broken behavior) in that case does Service Now support these issues or how do you guys handle it?

Please share your Service Portal or upgrade experiences which you have faced. That would be really helpful for me. Thank you!

[Jaspal Singh]

Hi,

Any of OOB widget if customized or is complete custom creation will be skipped during upgrade activity.

You can look for System Definitions >> Upgrade history & then take action against the same i.e. to find out what made the widget update to be skipped.

Note: Its not only for widget but anything that is cutomised will be skipped during upgrade process.

[chanch]

Thanks Jaspal for your comments and I am looking for more reviews and comments who have worked on Service Portal. Thanks again!!

[asifnoor]

Hi,

Custom widgets will not be affected with ServiceNow upgrade. Also if any of the OOB widgets are customized, they will be skipped during upgrade.

Regarding help from SN, if you have a hi account you can request for support but mostly these issues can be handled by your dev team.

Kindly mark the comment as a correct answer and helpful if this answers your question.

[nathanfirth · Accepted solution]

I wrote a full blog post on what it means to stay out-of-box in Service Portal, and as a partner we've deployed well over 80 portals so we have a pretty good idea of how to avoid the pitfalls of custom widgets and upgrades.

In short, custom widgets are usually not a problem if they are simple and do not have a reliance on ServiceNow API's or logic that may change. For example, creating a custom "button" or UI widgets will never cause issues, but cloning the Catalog Item widget is guranteed to cause problems.

Here is the full blog post: https://serviceportal.io/out-of-box-with-service-portal/

Hope that helps.

-----------------
Nathan Firth
Founder and ServiceNow Architect
NewRocket, Inc.
nathan.firth@newrocket.com
http://serviceportal.io
http://newrocket.com