ServiceNow upgrade to the new UI

[Lucky1]

Hello all,

My manager created a task for me on "ServiceNow upgrade to the new UI".

Actually, when I asked him what it is about? He is saying it is different from Family version upgrade, and this has to be taken separately. 

So, can someone tell me what is this upgrade to new UI and when this can be taken care?

Regards,

Lucky

[Sneha KH]

Hello @Lucky1 ,

Your manager is likely referring to the move from the old "UI16" (the classic interface) to the Next Experience UI (also known as Polaris).

He is correct that this is different from a Family Version upgrade (like moving from Vancouver to Washington DC). While a version upgrade installs the code, it does not automatically flip the switch to the new UI for existing customers to avoid disrupting their users.

1. What is this upgrade?

It is a UI Framework transition. ServiceNow moved away from the old header and navigation style to a unified, modern interface.

• Unified Navigation: Menus like "All," "Favorites," and "History" are now moved to a top header bar rather than a left-side pane.

• Workspaces: It allows seamless switching between the classic platform and modern Configurable Workspaces.

• Theming: It introduces "Polaris," which supports Dark Mode and modern CSS-based branding.

2. Why is it "Separate"?

Even if you are on the latest family version, the Next Experience is often kept Disabled via a system property (glide.ui.polaris.experience).

• Impact: Activating it changes the layout for every user.

• Compatibility: Some old features (like Connect Chat or certain legacy Guided Tours) aren't supported in the new UI. You have to verify that your organization doesn't rely on these before turning it on.

3. When and how should this be handled?

This is usually treated as a Mini-Project rather than a weekend patch. Here is the brief roadmap:

• Step 1: Impact Analysis (Now): Check if you use Connect Chat. If yes, you need to migrate to Advanced Connect Chat or sidebar first, as the old chat doesn't work in the new UI.

• Step 2: Activation in Sub-Prod: Set the system property glide.ui.polaris.experience to true in your Dev instance.

• Step 3: UAT (User Acceptance Testing): Have a small group of "Power Users" test their daily tasks. Navigation is the biggest "culture shock" for users.

• Step 4: Training/Comms: Since the UI looks completely different, you’ll need to send out a "Quick Start Guide" to help users find their navigation menus.

• Step 5: Go-Live: Once the "Skipped Items" from the UI upgrade are reviewed and the users are ready, flip the property in Production.

In short: Your task is to manage the activation and configuration of a feature that is already "installed" but currently "turned off" to prevent user confusion.

[Lucky1]

Hello Sneha,

Thank you for your response.

Here I have few questions.

1. How can I upgrade to new UI? 
is it like, the setting up the system property to true simply?

2. How to check in the system if we are using Connect Chat?

3. We are planning to upgrade our instances to Australia in the month of July. So post upgrade do we need to upgrade to new UI or Can we upgrade to new UI prior family version Australia upgrade?

Regards,

Lucky

[Dr Atul G- LNG]

Hi @Lucky1 

Refer to the next experience, which is now available out-of-the-box in all releases. You can also refer to the screenshot for clarity—understand what the manager is pointing to, and we are here to guide you through it.

[Dr Atul G- LNG]

https://www.servicenow.com/community/next-experience-articles/activating-next-experience/ta-p/233191...