Best Practice When Modifying Out-Of-The-Box Items

Tom Rausch
Tera Guru

‎07-17-2023 05:02 PM

Hello, ITOM,

 

What is the best practice when modifying out-of-the-box items?

 

1) Do the following as recommended by Anshu Anand in the post Question About Pattern Customizations And Discovery & Service Mapping Patterns Plugin Upgrade?

  • Copy the out-of-the-box item to a customer copy
  • Deactivate the out-of-the-box item
  • Update the customer copy
  • Use the customer copy as the live code

2) Modify the out-of-the-box item directly?

If there is a best practice, where is this best practice documented?

The "item" referenced above can be any item in ServiceNow. For my purposes, it will usually be an item related to Discovery such as:

  • Pre/Post Processing Script
  • Discovery Probe
  • Discovery Sensor
  • Horizontal Discovery Pattern
  • Condition Script
  • On Classification Script
  • Business Rule
  • Some Other Script
  • 767 Views
1 REPLY 1

pratiksha5
Mega Sage

‎07-17-2023 09:05 PM

Whenever we have to update any OOB behavior we always keep the original one in non active state. Do insert and stay and on copied version do the updates.