Issues with Change Type Update and CAB Board Members List After Zurich to Australia Upgrade

[Nivedha G]

Hi,

   We recently upgraded our ServiceNow instance from Zurich to Australia and have encountered the following issues:

1. Change Type Field Update Fails

Before the upgrade, users with the sn_change_write role (along with the required ACL access) could update the Type field on a Change Request from Normal to Emergency and save the record successfully.

After the upgrade:

• The field remains editable for the user.
• The user can select a different value.
• On save, the following errors are displayed:
  • Invalid update
  • Read only fields cannot be modified: Type
• ACLs appear to be working correctly because only authorized users (ITIL, sn_change_write, Change Managers, etc.) have write access.

Has anyone experienced changes to Type field behavior or field-level read-only enforcement in the Australia release?

2. CAB Definition - Board Members List Collector Not Showing Users

We have a Board Members list collector field on the CAB Definition and Weekly CAB Meeting form that references the sys_user table.

Before the upgrade:

• Change Managers could search and add users to the Board Members list.

After the upgrade:

• Clicking the lookup (magnifying glass) icon returns no users.
• Typing user names also returns no results.
• Administrators can still see users, but Change Managers cannot.

Has anyone seen changes to list collector behavior, reference qualifiers, or user visibility in CAB Definitions after upgrading to the Australia release?

Any guidance or suggestions would be greatly appreciated.

Thanks in advance!

[Dr Atul - LNG]

Repair the change plugin once and for Role, please have look release note

[Tanushree Maiti]

Hi @Nivedha G 

Could you please try following troubleshooting steps:

1. Verify ACL Permissions: Elevate your privileges to security_admin, navigate to System Security > Access Control (ACL), and review the Read ACLs for the sys_user table. Ensure that the appropriate Change Manager roles (e.g., change_manager) have permission to read user records.
2. Repair the Change Management Plugin: If the ACL configuration is correct, navigate to the Plugins list, open the Change Management plugin, and select Repair under Quick Actions.
3. Clear the Instance Cache: Enter cache.do in the application navigator's filter. Once completed, verify whether the issue is resolved.