How to Preserve Customizations During Store App Upgrades

[Sahil Khan1]

Hi Community,

I am building a custom application (with tables, data sources, and transform maps) for the ServiceNow Store.

Concern: when customers customize locally (e.g., add fields, modify transform maps), these changes may be lost during application upgrade.

What is the best practice approach to ensure customer customizations are preserved across upgrades and the design fully aligns with ServiceNow Store certification guidelines (so no objections arise during review)?

Thanks!

[Dr Atul G- LNG]

Hi @Sahil Khan1 

I don’t think customization will be lost. These records will appear in Skipped Records, where the developer needs to review them and decide whether to accept the change or reject the update.

[Sahil Khan1]

Hello Atul,

Thank you for your response. We want the app to require no manual intervention once it’s published. For example, if a customer deactivates our base data source and creates a new one to meet their needs, a subsequent upgrade reactivates the base configuration. That’s just one instance, we have additional upgrade-related concerns as well.

[Dr Atul G- LNG]

Hi @Sahil Khan1 

As per my knowledge, if you update it, the record will not get reactivated — it will remain the same. However, a skip record will be created, so the customer needs to check the skip record and take appropriate action.

[RaghavSh]

1. The customisations are not changed, they are shown as skipped records in upgrade planner/history.

2. Now we can setup  skipped record rule on our table/components so that they remain as it is during the upgrades.

Refer : https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/upgrade-cent...