Instance Version Upgrade Note for New Support Portal - Partner Admins

[Knaka]

Hey Partner Admins!  Info mainly applies if your customer(s) do not manage their own upgrades.

Super simple tidbit regarding instance version upgrades for customer instances that you manage.  In the past, we could schedule instance version upgrades as partner admins even if there were other conflicting/to-become obsolete changes.  Ex: an auto scheduled patch. This was not an issue before, as the patch would be auto canceled once the version upgrade happened.

Seems that starting from the new HI support page, you cannot schedule multiple changes on the same instance simultaneously. The part that was most confusing was the fact that I could not change the existing Change ticket for the patch to target a different version. This seems to have always been the case as stated in the following statement:

Modifying Target Version

Requirement: in order to modify the Target Version, the user must belong to the change/instance owner account. Partners do not have the ability to act on behalf of their customers to modify the Target Version.

Article in question that the text snippet is from:  https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0541128

In our instance we had HI support assist us with the modification but other options would be:

1. Create an admin account with your contractor email (assuming you have one as a partner)
2. Train a customer admin to change the target version on the change record.

I could not find this information anywhere for the life of me and wasted more time than necessary 🙂

Hope this helps!