"I don't think you'll ever have a perfect world because we humans are prone to error, and so we're always in search of an upgrade."
-Henry Rollins
The Instance Upgrade Management dashboard is a great feature in the new Customer Self-Service Portal. The dashboard serves as a hub for controlling upgrades on all of your instances. View the current version for all of your instances, request a version entitlement, schedule an upgrade, modify a scheduled upgrade, or cancel an upgrade from one handy location. ServiceNow partners will find the dashboard useful because they can view their own instances and the instances of the companies they manage.
Requesting an upgrade
All customers can upgrade their instances to a newer version or to the latest version of ServiceNow.
- Open HI at hi.service-now.com.
- Click Manage Upgrades.
- In the Instance column, locate the instance that you want to upgrade.
- In the Upgrade Available column, select a version.
The list includes versions for which you have an entitlement and any early access versions to which you have been invited. The newest available and recommended upgrade is shown by default. Other upgrade options are listed in decreasing order of recommendation. If an instance is already running the newest version, then Up To Date appears and no upgrade options are available.
If the upgrade version you want is not listed in the Upgrade Available column for a specific instance, click Need a version not listed. Answer two questions on the version entitlement request form and submit the request. An acknowledgement email is sent right away and a ServiceNow entitlement manager sends an approval or rejection email message within two days. A reason is provided for all rejected requests. See Simplifying the HI Entitlement Process for changes made to the entitlement process as of 7/15/2015. - Click Schedule in the Actions column.
- Specify a date and time for the upgrade.
- Click Schedule.
The version, upgrade date, and upgrade time appear in the Status column for the instance being upgraded.
Changing the date and time of a scheduled upgrade
You can modify the date and time for an upgrade. Note the following:
- If the change request is for an auto-upgrade, modify the upgrade date and time in the change request form.
- If the change request is for an upgrade you requested, follow the instructions in the next section to cancel the change request. Then, follow the instructions in the previous section to request a new upgrade specifying a new date and time
- Open HI at hi.service-now.com.
- Click Manage Upgrades.
- Find the instance with the scheduled upgrade that you want to modify and click Modify CHG in the Actions column.
- Change the date and time.
Canceling an upgrade change request
Use this procedure to cancel an auto-upgrade or an upgrade you scheduled. If you cancel an auto-upgrade you are removed from the current auto-upgrade program.
- Open HI at hi.service-now.com.
- Click Manage Upgrades.
- Find the scheduled upgrade you want to cancel and click Modify CHG in the Actions column.
- On the change request form, click Cancel Upgrade.
ServiceNow offers more information about upgrading in our knowledge base:
