Customization unchanged in servicenow After Upgrade process

[pooja79]

We have completed our Upgrade Process, and in the upgrade history table, we have a "Customization Unchanges" tab, and we have 748 records that have a Disposition is  "Skipped". What action do we need to take for this type of record

Thanks in Advance!

[Dr Atul G- LNG]

Hi @pooja79 

If you customized or altered a record affected by this upgrade, such as a business rule or script, the upgrade generates a skip log record. You must resolve the differences between the upgraded and customized versions of the record by processing the skipped record list, or, in other terms, just processing the skipped list.

https://www.servicenow.com/docs/bundle/washingtondc-platform-administration/page/administer/platform...

https://www.servicenow.com/community/upgrades-and-patching-forum/how-to-handle-quot-skipped-records-...

Action	Description
Retain the customized record as is and do not update  it.	After reviewing the changes, set Resolution Status to Reviewed and Retained .  The record moves from the Skipped Changes to Review to [Skipped Changes Reviewed related list](/docs/https://www.servicenow.com/docs/docs/bundle/washingtondc-platform-administration/page/customer-suppo...) .
Retain the customization by merging changes from the updated  object.	Click Resolve Conflicts to navigate to  the [Resolve Conflicts form](/docs/https://www.servicenow.com/docs/docs/bundle/washingtondc-platform-administration/page/administer/pla...) .  Review the differences.  To merge a field: Click the right-arrow button for the field.  Click a text box to view and edit the detailed  differences.  When you have merged all appropriate fields, click Merge .  After merging the customization changes:  The Disposition changes from Skipped to Merged .  The Resolution Status changes to Reviewed and Merged .  The record moves from the Skipped Changes to Review to the  Skipped Changes Reviewed related list.
Discard  the customization and update the record to match the base system for  this upgrade.	After reviewing the changes, click Revert to Base  System . The Disposition changes from Skipped to Reverted .  The Resolution Status changes to Reviewed and Reverted .  The system creates a Customer Update record.  The record moves from the Skipped Changes to Review to the  Skipped Changes Reviewed related list.  Note: At any time after you revert a customization, you  can click Reapply Changes to reapply the  customization (undo the revert).
Review the skip and perform no action on the object.	After reviewing the changes, set Resolution  Status to Reviewed . The  record moves from the Skipped Changes to Review to the Skipped  Changes Reviewed related list.
Leave on the skipped list for a later decision, and note that you  have not reviewed the record.	From the Resolution list, choose Not Reviewed to defer the decision on  how to handle this conflict. The record stays on the Skipped Changes to  Review related list.

[iekosmadakis]

Hello @pooja79 !

During the upgrade the platform compared the base-system version of each artifact with the version that exists in your instance.

• If both copies were identical or the base copy did not change in this release, the element is given the disposition "Skipped" and placed on the Customization Unchanged list.

• No code, data or configuration was actually applied. Your existing customization simply stayed in place.

Recommended best-practice review:

1. Sort by Priority column.

   • Quickly scan P1 & P2 items. These are the few that might conceal performance, security or availability changes introduced in the new release.

2. For any record you want to double-check:

   • Open it, press the "Resolve Conflicts" to view the diff.

   • Choose "Revert to Base System" if you prefer the new platform logic or keep your customization and simply change the Resolution field to "Reviewed" (which leaves it Skipped but reviewed).

You can read more about the process in the ServiceNow docs: https://www.servicenow.com/docs/csh?topicname=upgrademon-process-skip-list.html&version=latest

Please consider marking my answer as helpful and accepting it as the solution if it assisted you in any way.