Requesting a non-production instance reset (zBoot)  


Users with the customer_admin or partner_admin role can request the reset (zBoot) of a non-production instance, instead of submitting the request as an incident. A zBoot deletes all data on an instance and restores the instance to base system (out-of-box) settings. 

The procedure in this article does not apply to zBoot requests for production instances. To request a zBoot of a production instance, create an incident
Note: The Admin password for the instance is reset during the zBoot.  ServiceNow customer support automatically provides a new password after the zBoot is complete.



Warning: Do not request a zBoot until you are ready for the process to begin at the designated start time. The zBoot resets the instance to base system (out of box) settings, losing all current customizations and all current data.



Video Tutorial

This video explains the process for zBooting a non-production instance through the customer self-service portal on HI.


Requesting a zBoot for a non-production instance
  1. Navigate to hi.service-now.com.

  2. Click Service Catalog and, under Instance Management, click zBoot an Instance.

  3. In Please select the Instance, specify the instance to zBoot from the filtered reference field. (If you are having trouble finding your instance, use "*" for a "contains" query.)

  4. Specify the date and time to zBoot the target instance.
    Note: The request requires a minimum of 4 hours of processing time.  


  5. Leave the Reinstall demo data after zBoot option unselected to prevent demo data from being loaded to the instance with the zBoot request. Alternatively, you may select this option if you do wish to have demo data loaded onto the instance with the zBoot request.

    This option is not selected by default.

  6. Click Submit.

  7. On the warning notice that appears, click OK. (Click Cancel to return to the request form).

  8. A new change request is created for the zBoot request and the request is displayed automatically.

    The Planned end date is automatically calculated based on the Planned start date plus 5 hours, which is approximately how long the zBoot process takes. 

    As needed, add people to the Watch list and any Additional comments as necessary.

  9. Click Update.


Requesting a zBoot for a Technology Partner Program Developer Instance

  1. The same service catalog item can also be used by developers within the Technical Partner Program.  These instances can be distinguished by the naming convention:

    SNC Instance – venXXXXXXXXXXX

  2. If a developer instance is selected, the automated zboot begins, but the assignment group the CHG ticket is associated to is set to be "Technology Partner Program"
  3. If the CHG ticket fails, the change category is adjusted, but the assignment group remains the "Technology Partner Program" group for investigation/intervention.

Article Information

Last Updated:2017-10-31 12:35:44