User experience while instance is being upgraded

[Community Alums]

Hi,

We're planning on upgrading our instance in a few weeks and I'd like to know the following:

1)  Is there an outage when an instance is being upgrade?

2)  What is the user experience if he/she attempts to go to the Service Portal while the instance is being upgrade?  Will they receive a friendly or unfriendly webpage?

Thanks,

[sachin_namjoshi · Accepted solution]

We just upgraded to Madrid in last week and following is my experience during upgrade

1)  Is there an outage when an instance is being upgrade?

--> No, there won't be any outage since upgrade happens node by node.

2)  What is the user experience if he/she attempts to go to the Service Portal while the instance is being upgrade?  Will they receive a friendly or unfriendly webpage?

--> No, you will have to add custom message during upgrade for users. check below for adding this kind of message for users during upgrade

https://community.servicenow.com/community?id=community_question&sys_id=ca9ecf21dbdcdbc01dcaf3231f96...

OR better to turn of SSO during upgrade so that users' don't login

Regards,

Sachin

[knoxkf]

our company made a decision to prevent access to our customers using servicenow.  while you can leave the system up, from our experience we have seen instances of very slow performance, invalid updates occurring and other issues due to the upgrade running.  An example, service desk was in creating an incident and when they hit save, it couldnt save to the database due to resource locks on the table - things of this nature.

we implemented an enhancement to redirect people to a friendly splash page saying we are conducting an upgrade and expect to be online in x hours...