Is there a way to import Patching etc. Changes created by ServiceNow into an instance?

[jordanbelton]

Hi all,

Our change manager has asked for improved visibility of the ServiceNow Upgrades and Patching.

Obviously, these are available from ServiceNow, but is there an easy or automated way to import them into our existing Prod instance so that they can be logged and managed with all of our other organisational changes?

[Dr Atul G- LNG]

Hi @jordanbelton 

No mate, there is no way to bring those changes in instance. 

[swapnali ombale]

Hi @jordanbelton 

Yes, it's possible to import changes, including patching and upgrades, created in one ServiceNow instance into another. This is typically done using update sets. Update sets allow you to capture and transfer configurations, customizations, and even some data between instances, facilitating the migration of changes like patching. 

Here's a more detailed explanation:

1. Using Update Sets:

• Create an update set:

  In the source instance (where the changes were made), create an update set and include the desired changes (e.g., patching configurations, custom scripts, etc.).
• Mark the update set as complete:

  Once the changes are made and tested in the source instance, mark the update set as "Complete".
• Retrieve the update set:

  Log in to the target instance (where you want to apply the changes) and retrieve the completed update set from the source instance.
• Import and apply:

  Import the update set into the target instance and apply it to implement the changes, including the patches. 

2. Alternative Methods:

• XML Data Export/Import:

  For migrating data, you can export XML data from one instance and import it into another, ensuring exact field and value transfer, according to the ServiceNow documentation. 
• Import Sets (for log entries):

  If you need to transfer specific information like upgrade log entries, you can use Import Sets. 

3. Considerations:

• Major Release Upgrades:

  While patching between different patch levels is generally fine, moving between major releases is discouraged and should be approached with caution, as noted in the ServiceNow community. 
• Upgrade Conflicts:

  If you have customized ServiceNow out-of-the-box features, an upgrade will likely result in "upgrade conflicts." You'll need to review these conflicts and decide how to handle them (e.g., keep your customizations, merge changes, or revert to out-of-the-box versions). 
• ServiceNow Patching Program:

  The ServiceNow Patching Program automatically updates customer instances with the latest security, performance, and functional fixes. 
• Instance Upgrades:

  ServiceNow provides tools and processes for managing instance upgrades, including scheduling and reviewing upgrade plans.

  Kindly mark my answer as helpful and accept solution if it helped you in anyway. 

[Dr Atul G- LNG]

Hi @swapnali ombale 

Not sure if it was written by you or copied from AI, but just to clarify—the source in this case is the ServiceNow Support Portal, not the ServiceNow instance.

[Robert H · Accepted solution]

Hello @jordanbelton ,

While you cannot actually sync the Change Requests in the Now Support portal to your instance, you could forward their notifications about new Change Requests to your instance's email address (manually or via some rule), then create an Inbound Email Action or Flow that gets triggered by those forwarded emails, creates a new Change Request on your end and populates its description with the email contents, and maybe pre-populates a few other fields.

Regards,

Robert