Query on requesting ServiceNow for Upgrade extension

[Suggy]

We are looking to postpone/extend the Upgrade to San Diego by a month. Current deadline to upgrade to San Diego is end of this month as shown on out CHG record.

When contacting ServiceNow requesting for extension, they have shared a document to be filled out which says this line

"Please be aware that all fields are mandatory. Any missing or non-informational answers will result in automatic denial of your request. For all denied requests, the upgrade will begin on its current planned start date."

Question - Has anyone submitted such extension form? Under what scenarios there might be denial to the request?

[ServiceNowSteve]

I'm not sure what channels you went through to get that form but I would recommend calling ServiceNow and talking to somebody in person or reaching out to your ServiceNow account rep.

We've had to postpone upgrades before and we just called our rep to get it done. You can also just call the support line and talk to whoever answers.

Remember you're the customer and while they may have a support cycle for their platform it's your data and your companies money paying for the instance so they should find a way to work with you.

Good Luck!

[Allen Andreas]

Hi,

I have completed that form before and it's not too lengthy nor too strict. Simply fill it out, completely, as best you can and ServiceNow review it. I've done it maybe 2-3 times, all times it has been approved.

If you don't have justification for why you're pushing the upgrade, then it can be denied, but if it's due to extenuating circumstances or resourcing issues, etc. then they will work with you.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi @Suggy 

Glad it all worked out.

As mentioned above, as long as you provided the required information for a first time extension, ServiceNow will work with you and all that. If it needs to be extended again or even further than you would think you're allowed, then they will need to discuss with you further and scrutinize. The initial reps have the power to extend for a certain period of time. After that, they have to get with security and it becomes a bigger ordeal.

If either one of my replies helped guide you Correctly, please also mark it as Correct.

Thanks and take care! 🙂

[Terri Kouba]

We postponed an upgrade years ago, for one month, due to an unexpected resource issue.  We didn't go through our Account Rep at that time and the support person on the HI (at that time) ticket was understanding and we had no issues getting it approved.  If I had to do it now, I'd enter the support ticket and add our Account Rep as a watcher, as well as reach out to our Account Rep.  We have a really good relationship with our Account Reps.