Issues after upgrading

[CV1]

Hello All,

Wanted to know why we run into issues after upgrading to newer version . For eg both 

•  Tokyo to Utah etc. or even 
• Utha 6 to Utha 7  

We are facing issues where many functionality are broken that is taking time to investigate that is leading to bad user experience both for internal and our external users and overhead for internal developers to troubleshoot, investigate reach out to HI etc... 

Looking for advise  how to avoid such situations or best practice /steps to follow.

Is there a way that we can reschedule an upgrade to a much later date or even /skip/cancel  if required ? ( from HI we can only reschedule an upgrade and that too its time bound cannot push the upgrade to a later date/month. And if we do not schedule, It will forcefully upgrade)

TIA

[Danish Bhairag2]

Hi @CV1 ,

Upgrading your ServiceNow instance is a crucial process that should ideally improve functionality, introduce new features, and enhance overall performance. However, sometimes issues can arise due to various factors such as customizations, third-party integrations, or changes in the platform itself. Here are some best practices and steps you can follow to minimize the risks associated with upgrades and avoid potential issues:

### Best Practices to Avoid Issues During ServiceNow Upgrades:

1. **Review Release Notes:**

   - Carefully review the release notes of the new version to understand what changes are introduced. This helps you anticipate potential impact on your customizations and configurations.

2. **Test in a Sandbox:**

   - Always perform the upgrade in a sandbox or a non-production instance first. Test your custom applications, integrations, and configurations thoroughly in the new version to identify and address any issues beforehand.

3. **Check Compatibility:**

   - Ensure that third-party applications, plugins, and integrations are compatible with the new version. Update or replace incompatible components before upgrading.

4. **Review Custom Code:**

   - Review and update any custom scripts, business rules, UI policies, etc., that might be impacted by the upgrade. The platform might introduce changes that affect custom code.

5. **Utilize Upgrade Center:**

   - ServiceNow provides the Upgrade Center, a tool that identifies potential issues before an upgrade. Use it to assess the impact of an upgrade on your instance.

6. **Engage ServiceNow Community:**

   - Participate in the ServiceNow community forums to learn from others' experiences and ask questions regarding potential issues you might face during upgrades.

7. **Regularly Update Instance:**

   - Keep your instance updated with the latest patches and fixes before attempting a major version upgrade. This ensures that you have the latest improvements and bug fixes.

8. **Document Customizations:**

   - Maintain thorough documentation of all customizations, configurations, and integrations. This documentation will be crucial during the upgrade process.

### Regarding Upgrade Scheduling and Rescheduling:

1. **Scheduling Upgrade:**

   - Coordinate with your ServiceNow representative to schedule upgrades during a time that is convenient for your organization. This allows you to plan for the upgrade, prepare your team, and allocate resources.

2. **Rescheduling or Skipping:**

   - Typically, ServiceNow instances follow a set schedule for upgrades. However, you should communicate with your ServiceNow account representative to discuss rescheduling or skipping upgrades if needed. ServiceNow representatives can guide you through the process of rescheduling based on your specific requirements and circumstances.

Always remember that communication with ServiceNow support and account representatives is key. They can provide guidance, answer your questions, and help you navigate the upgrade process effectively. By following best practices and staying informed, you can minimize the risks associated with upgrades and ensure a smooth transition to newer versions of ServiceNow.

Mark my answer helpful & accepted if it helps you resolve your issue.

Thanks,

Danish

[Mark Roethof]

"Is there a way that we can reschedule an upgrade to a much later date or even /skip/cancel  if required ? ( from HI we can only reschedule an upgrade and that too its time bound cannot push the upgrade to a later date/month. And if we do not schedule, It will forcefully upgrade)"

Yes you can. Create a Support Case for this and explain the reasoning.