platform upgrade

sidharthaa
Tera Contributor

yesterday

How do you handle a "Skipped Record" during a platform upgrade?

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Tanushree Maiti
Kilo Patron

3 hours ago

Hi @sidharthaa 

 

Refer this blog which is nicely documented the best practices on  "Skipped Record"  during platform upgrade.

Refer: Best Practices to manage skipped updates effectively during upgrades

Best Practices:

Here are recommended practices to manage skipped updates effectively:

  • Minimise customizations: The more you customize OOB objects, the more likely you’ll incur skipped changes during upgrades. Use config over custom code where possible.

  • Establish upgrade governance: Maintain inventory of customizations, track why each exists, score whether still needed. That helps reduce drift and risk.

  • Review skipped changes promptly: After every major upgrade (or patch cycle), review the skipped list while it’s fresh and the upgrade team is active. Don’t wait until after many releases.

  • Use the Merge tool intelligently: When you review a skipped record, use the diff/merge UI to see base changes vs customization and consciously decide. Merge tool can be accessed via System Diagnostics > Upgrade History>Release/Patch name, open a skipped record and click "Resolve Conflicts"

  • Propagate decisions downstream: If you set “Reviewed and Retained” or “Merged” in Dev, ensure update sets or configuration are moved to Test/Prod so you don’t re-review same records again.

  • Prioritise P1 / high-impact skips: Focus first on skipped updates with high priority (critical bug fixes, security patches) before less critical ones.

  • Monitor skipped record volume: If you see tens of thousands of skipped records regularly, consider a refactoring or “go-back-to-baseline” approach rather than trying to manually reconcile all.

  • Document decisions: For audit and future context, add comments to each skipped record review explaining why you retained/customised/reverted.

 

Also refer: Skipped Changes to Review related list 

Reducing Skipped Records in ServiceNow Upgrades

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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J Siva
Kilo Patron

3 hours ago

Hi @sidharthaa 

Skipped records are generated when the system is unable to update a system file during an upgrade, usually because the file has been modified or customized. In such cases, you need to compare and validate the existing (customized) record configuration with the OOB record configuration.

If you want to use the OOB version, you can revert the record configuration to the base version.
Alternatively, you may retain the customized version without making any changes, or you can merge the OOB configurations with your custom configuration.

Rgards,
Siva

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