Downgrade an instance

khadija3 · ‎03-10-2019

Hello,

Anyone here had requested a downgrade ? ServiceNow support say that it is possible but I'm not sure about the consequences.

Thank you

khadija3 · ‎03-10-2019

Hello,

Thank you for your reply, we were on the phone the whole day with servicenow support because our production instance was upgraded to Madrid instead of London which is a really huge mistake, they suggested a downgrade but finally only a restore to a backup is possible, I considered all the scenarios that you mentiened but still restoring a backup is really a bad idea especially when you provide a 24/7 support.

For more info regarding the backup refer to the following article.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0678054

View solution in original post

Pooja Mallikarj · ‎03-10-2019

Hi,

If you are downgrading a developer instance means ,it is not supported .

You can release your instance and request another, however there is no guarantee you will be issued a developer instance running on version ,it may be either any version.

You can refer below links for more clarification.

https://community.servicenow.com/community?id=community_question&sys_id=0ca7cba9db1cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=9cdf36addb58dbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=72d6cba5db1cdbc01dcaf3231f96...

Mark it correct/helpful if it helps for you.

Regards,

Pooja

khadija3 · ‎03-10-2019

Thank you for your reply, actually it's not a developer instance it's a production instance

Pooja Mallikarj · ‎03-10-2019

Hi,

You can ask to service now support team ,or you can ask for hi customer service portal.But best way is to clone production instance to a sub production instance and then upgrade and test the system.

You can refer the below links .

http://blog.symfoniesm.com/restore-instance-to-previous-version

https://community.servicenow.com/community?id=community_question&sys_id=dc7d0e4cdb139b005ed4a851ca96...

mark it as correct/helpful if it helps for you.

Regards,

Pooja

JahanzebB · ‎03-10-2019

Khadija, For Production instances, your best option is to work with the Hi Service Portal team. They can tell you which backups are avaiable for your Production instance. Your best option is to find the last full backup that was created for your Production instance. The caveat is that you will lose all data created from the date the backup was created up until today’s date. Depending on how long it has been since your performed an upgrade, you will have new data that may not be recoverable. For example, New tickets and especially workflows that are active. This could impact Users who are waiting on requests or Incident resolutions. Be sure to perform an analysis of what data you risk losing if you move forward and request a backup restore. How much new data will you risk lose if you restore your instance? How will you communicate to Users? Do they need to resubmit all these requests or tickets? I do not have details on why there is a need to downgrade your Prod instance. If there are specific issues that you are experience following the upgrade, it may be worth the effort to resolve those issues instead of restoring a backup. Please make this as correct or helpful so other community members can view correct responses. Regards, JB