question Re: Query on Downgrading ITSM Virtual Agent Conversations Application in PROD in Upgrades and Patching forum

Query on Downgrading ITSM Virtual Agent Conversations Application in PROD

ArunaDeeptP — Tue, 21 Jul 2026 09:55:16 GMT

Hello,

We recently upgraded the ITSM Virtual Agent Conversations application from version 9.2.3 to 9.3.2 in our Yokohama PROD instance.

We would like to understand whether ServiceNow provides an option to downgrade or revert the application to the previous version if required. If this is supported, could you please advise on the available approach, prerequisites, and any considerations or risks associated with performing such a downgrade?

Thank you for your guidance.

Re: Query on Downgrading ITSM Virtual Agent Conversations Application in PROD

Dr Atul G- LNG — Tue, 21 Jul 2026 11:56:00 GMT

Hi @ArunaDeeptP

No, you cannot downgrade to a lower version, and ServiceNow does not recommend doing so. You may lose many of the new features, and downgrading is not a straightforward process.

Re: Query on Downgrading ITSM Virtual Agent Conversations Application in PROD

Tanushree Maiti — Tue, 21 Jul 2026 12:00:11 GMT

Hi @ArunaDeeptP

ServiceNow does not provide a universal OOB Downgrade feature for store apps like ITSM Virtual Agent Conversations.