--- sourceDocument: Australia ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # Process the skipped records list # Process the skipped records list {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Process the skipped records list to resolve the differences between the upgraded and customized versions of a record. If you have customized or altered a record affected by this upgrade, such as a business rule or script, the upgrade generates a skip log record. ## Before you begin Role required: admin ## About this task Review the changes you made to baseline records, such as business rules and scripts, that appear on the skipped records list and revert to the baseline version if appropriate. Post-upgrade, thoroughly test all changes you made to these records. ## Procedure 1. Navigate to AllUpgrade CenterUpgrade Monitor. If the upgrade is still in progress, the system displays the [Upgrade Progress](https://www.servicenow.com/docs/yas03VQx5ry~4TgwUcN6Tg "When an upgrade is underway, Upgrade Progress displays progress bars and other information to help you monitor the process.") screen. When the upgrade finishes, the system displays the [Upgrade Summary Report](https://www.servicenow.com/docs/DB~tBXMMUM4SFNFsLirRTg "The Upgrade Summary report summarizes the actions taken, provides tools to resolve conflicts between customizations and changes that are part of the upgrade, and provides information to help estimate time for upgrades to other instances."). 2. After the system displays the Upgrade Summary Report, click the Review changes link in the Skipped box. The system displays the [System Upgrades form](https://www.servicenow.com/docs/g0KZnAL70RNxCK9qFwzpaA "When an upgrade is complete, the System Upgrades form displays key statistics about the upgrade and a related list of skipped records (the skipped list)."). 3. Navigate to Review Skipped Records section and -- if necessary -- scroll to the Skipped Changes to Review related list. See [Review skipped records using related lists](https://www.servicenow.com/docs/TT6zur2ZBR8PwBiQhjbAkg#uc-access-rl "Use different related lists to resolve, track and review the skipped records in an upgrade.") for more information. 4. Click the row for the first record you want to reconcile. The system displays the [Upgrade details form](https://www.servicenow.com/docs/mwGYvazu7z1raziH8HuLmg "From the Upgrade Details form, you can review an individual record affected by the upgrade and reconcile conflicts between the upgrade and customizations.") for that record. 5. Evaluate how you want to resolve the conflict for this record and take the appropriate action: {#uc-process-skipped-records__table_znb_ggg_rlb__entry__2} | Action | Description | |-|-| | Retain the customized record as is and do not update it | After reviewing the changes, set Resolution Status to Reviewed and Retained. The record moves from the Skipped Changes to Review to Skipped Changes Reviewed related list. See [Review skipped records using related lists](https://www.servicenow.com/docs/TT6zur2ZBR8PwBiQhjbAkg#uc-access-rl "Use different related lists to resolve, track and review the skipped records in an upgrade."). | | Retain the customization by merging changes from the updated object | 1. Click Resolve Conflicts to navigate to the [Resolve Conflicts form](https://www.servicenow.com/docs/EJsdLIAcizzJXONaDu_82w "The Resolve Conflicts form you compare to the base system version with the customized version of a record and reconcile the differences."). 2. Review the differences. 3. To merge a field: * Click the right-arrow button for the field. * Click a text box to view and edit the detailed differences. * When you have merged all appropriate fields, click Merge. {#uc-process-skipped-records__ul_pq5_zjg_rlb} {#uc-process-skipped-records__ol_l5q_xjg_rlb} After merging the customization changes: * The Resolution Status changes to Reviewed and Merged. * The record moves from the Skipped Changes to Review to the Skipped Changes Reviewed related list. {#uc-process-skipped-records__ul_qvp_jkg_rlb} | | Discard the customization and update the record to match the base system for this upgrade | After reviewing the changes, click Revert to Base System. * The Disposition changes from Skipped to Reverted. * The Resolution Status changes to Reviewed and Reverted. * The system creates a Customer Update record. * The record moves from the Skipped Changes to Review to the Skipped Changes Reviewed related list. Note: At any time after you revert a customization, you can click Reapply Changes to reapply the customization (undo the revert). {#uc-process-skipped-records__ul_ppr_1lg_rlb} | | Review the skip and perform no action on the object | After reviewing the changes, set Resolution Status to Reviewed. The record moves from the Skipped Changes to Review to the Skipped Changes Reviewed related list. | | Leave on the skipped list for a later decision, and note that you have not reviewed the record | From the Resolution list, choose Not Reviewed to defer the decision on how to handle this conflict. The record stays on the Skipped Changes to Review related list. | [ ] {#uc-process-skipped-records__table_znb_ggg_rlb} Note: The system tracks changes to records in an update set so you can apply these changes to another instance later. However, the system does not migrate the upgrade details records from one instance to the next. These records apply to a specific upgrade of a specific instance. If you want to preserve the Comments, Resolutions, or other information from the skipped list, export it from this instance. 6. In the Comment field, write the reasons for making your decision and other information you want to document. 7. Click Update. Post-upgrade, thoroughly test all changes you made to the records on the skipped record list. *[\>]: and then