Query on Downgrading ITSM Virtual Agent Conversations Application in PROD

[ArunaDeeptP]

Hello,

We recently upgraded the ITSM Virtual Agent Conversations application from version 9.2.3 to 9.3.2 in our Yokohama PROD instance.

We would like to understand whether ServiceNow provides an option to downgrade or revert the application to the previous version if required. If this is supported, could you please advise on the available approach, prerequisites, and any considerations or risks associated with performing such a downgrade?

Thank you for your guidance.

[Dr Atul G- LNG]

Hi @ArunaDeeptP 

No, you cannot downgrade to a lower version, and ServiceNow does not recommend doing so. You may lose many of the new features, and downgrading is not a straightforward process.

[Tanushree Maiti]

Hi @ArunaDeeptP 

ServiceNow does not provide a universal OOB Downgrade feature for store apps like ITSM Virtual Agent Conversations.