Thunder clashes, and an evil developer is heard cackling madly from a closed workshop of horror. She just finished stitching on her latest addition to her ServiceNow platform.
"That is exactly what the incident process needed! A type field that allows me to indicate if the incident is, in fact, a request. Oh, my beautiful creation, why has no one thought of this before?!"
Many times over, new appendages have been made to the incident application, a myriad of changed dictionary entries, additional business rules, UI Policies, and anything at all... No customization is too horrid for our evil Dr. Frankenstein.
But one day, as if the malignant force in her dissipates, she sees the truth; she envisions the true nature and power of the Platform of Platforms. At first, she is in denial, though quickly she lies awake a night revulsed about the horridness of her monstrous ServiceNow platform.
The following day she starts looking for stitches, though so much has been done in all corners of the incident process that she does not know where to start.
Discover the stitches
For the platform to return to its healthy baseline, our misled villain has a few opportunities.
Upgrade Monitor
First, she could utilize ServiceNow's innate ability to see all planned changes skipped during upgrades and patches due to customization. Since ServiceNow does not override customized objects - as the customization might have genuine business merit - an upgrade will skip changes. These skipped changes can be found via the Upgrade Monitor. From here, she can even revert the customizations to baseline after comparing her customization side by side with the newest baseline object.
Debug Upgrade
"But I need to see all custom additions, not just the ones that have interfered with OOB objects!"
Fear not. Find the Debug Upgrade option in the application navigator. Now go to an incident form and scroll to the very bottom of the page. You are blessed with information as
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Skipped During Last Upgrade
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Customer Customized
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ServiceNow Modified During Last Upgrade
"Thank you, ServiceNow platform."
"You are welcome, my user. Don't mess me up again."
