Upgrades & Incident Table

[clktester]

What would be the ramifications of

1. Back when the Caller module was being deprecated, you modified the Incident table changing the Caller field name (caller_id) to Impacted User, then added a Department field referencing the Department table within the Incident table, instead of Caller / dot walking to Department. caller_id is set to be dependent upon company. If you look at the table now, the Versions lists is just one, Update set dated back to 2018.

2. With each Upgrade you skipped the records for all changes you've made to the platform for the past five years

3. Never reviewed the release notes / changes or applied them. 

4. Finally five years later, you upgraded some, but not all of the plugins showing they needed updates. Some of them may not be things used (mobile), but some are or will be used. 
5. And if I compare sysids between a PDI and this instance, I see entirely an entirely different sysid. I have access to two different PDIs and they both have the same sysid on the Incident table.

With the Caller / Incident issue it would seem that if a user moved from one department to another, their tickets may/may not move with them. The rest seems like you'd experience issues, but not certain what. Just looking to see if others have found themselves in something similar and what did you do to get things all up to date?

[Slava Savitsky]

If you haven't paid attention for five years, a lot of technical debt must have accumulated. There are different strategies for dealing with it, but this is not something one can explain in a community post. In the worst case scenario, it can require a big project to address all the problems. Reach out to an experienced ServiceNow implementation partner and have them do a platform assessment and consult you on the available options.

As for mismatching sys_id values, I did not quite understand what records you were referring to: incident table definition? dictionary entries? actual incident records?