Preview predicted changes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Preview Predicted Changes

    This document provides an overview of the predicted changes in the upcoming ServiceNow upgrade. It highlights how the Upgrade Preview tool can help identify records that will be altered or skipped during the upgrade process, particularly focusing on how to manage customizations to avoid potential conflicts.

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    Key Features

    • Total Record Changes: This feature lists all records expected to change during the upgrade, including those predicted to be skipped due to customizations.
    • Customization Skips: The tool predicts which records will be skipped to prevent overwriting customizations, which is essential for maintaining a customer's tailored configurations.
    • Details of Predicted Changes: Users can access specific information regarding each record, including its predicted disposition (Insert, Update, Reverted, Predicted Skip, etc.), priority level, and resolution status.

    Key Outcomes

    By utilizing the Upgrade Preview, customers can proactively address potential skipped customizations, ensuring a smoother upgrade process. The predictions help prioritize conflict resolution, allowing for better management of critical records and minimizing disruptions during system updates.

    Use the previewed changes table to view the list of total records that are predicted to change when the upgrade occurs.

    Preview skipped list prediction

    The Total record changes also includes records that are predicted to be skipped due to various reasons. The most common reason is due to customization. The reason an upgrade skips customizations is to avoid overwriting your customizations. Upgrade Preview attempts to predict which records will be skipped when the actual upgrade occurs. It predicts skips due to customizations, and some of the other more complex scenarios as well. It is possible to use Upgrade Preview to address these predicted customization skips before the upgrade occurs, which can prevent that skip from happening.

    Click View preview details link on the Previewing version card. The Upgrade Preview form appears along with the following related lists details.

    Table 1. Related lists details
    Field Description
    File name Record that has been flagged for reconciliation.
    Predicted Disposition Action predicted to be performed on this file during the selected upgrade:
    • Predicted Insert: The system is predicted to insert a new record.
    • Predicted Update: The system is predicted to update this record.
    • Reverted: This record was reverted to the base version, and won’t be skipped on the next upgrade.
    • Predicted Skip: The system won't change this record in order to preserve customizations.
    • Predicted Skip (Manual Merge): The system won't change this record because updating it requires manual intervention.
    • Predicted Skip (Apply Once): The system is predicted to skip this record because it had already applied an update from an xml file in the apply once folder.
    Priority Priority that has been assigned to resolve the conflict. Values range from one to five, with one representing the highest priority.
    Note:
    ServiceNow prioritizes the skipped records based on the importance of the file types. The prioritization is done as follows:
    • Priority 1 (highest priority): UI pages, UI macros, and more
    • Priority 2: Business Rules, Security ACLs, and more
    • Priority 3: Reports and more
    • Priority 4: Form Sections, Choice Sets, and more
    • Priority 5 (lowest priority): other
    Resolution Ways to resolve a conflict.
    • Not reviewed: Conflicted files that have not been reviewed yet
    • Reviewed: Reviewed but no action has been taken yet
    • Review not needed: Review of the skipped files are not required
    • Reviewed and Retained: Left customizations in place without update from upgrade
    • Reviewed and Reverted: Customizations discarded, record updated according to the upgrade version
    Plugin Plugin containing the record
    Related record Record that the changelist entry applies to