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How to manage and schedule instance upgrades

Overview


ServiceNow offers Enterprise customers an Instance Version Management dashboard to serve as a single location for managing upgrades and patches on all of their production and non-production instances. The upgrade and patch processes are similar for both types of instances. Partners can upgrade and patch instances for their own company and their associated companies. Note that during the upgrade or patch process certain instance functionality, such as scheduled jobs and email, might be unavailable.

You can upgrade and patch your instance by request, as described below, or be automatically upgraded or patched by ServiceNow. For more information, see Upgrades and the Release Cycle. For additional information about the Quarterly Patching Program (QPP), see Quarterly Patching Program - Customer FAQ.

Partners can request an upgrade for associated customers. However, both the partner and the associated customer must have the version entitlement in order for the partner to submit an upgrade request on behalf of the associated customer. For example, the partner and customer would both need a version entitlement for the Eureka release before the partner can request an upgrade to Eureka for the customer.

See the following sites for the latest upgrade documentation:

Note: If the desired version is not available yet, it will require the "Early Access program".

Details on London early access can be found here: https://hi.service-now.com/kb_view.do?sysparm_article=KB0635444

 
 

Viewing the Instance Version Management dashboard


You can view upgrade and patch information on the Manage Instances page.

  1. Access the self-service portal hi.service-now.com with your customer credentials

  2. Navigate to Instances > Manage Instances

If you are a partner and manage other company instances, use the Company Switcher below your user name to specify a different company. 

Following is a description of the various dashboard elements.

Dashboard elementDescription
Upgrade Documentation
Additional information about upgrades.
Active Company Version UpdatesA list of all of your COM records for production and non-production instances.
Known Errors
Access known error portal and search for known errors.
Entitlements
A list of all of your entitlements requests.
Actions columnActions that can be performed on the specified instance, depending on the current state of the instance.
Type

Indicates type of record created against an instance.

Ask a Question

Have a question on your scheduled upgrades? Use 'Ask a question' feature to get your queries answered.

 

 

Scheduling an upgrade
You can schedule an upgrade or patch for a production or non-production instance by accessing Manage Instances page from left navigation.
  1. Access the self-service portal hi.service-now.com with your customer credentials

  2. Navigate to Instances > Manage Instances

  3. [Partners only] From user menu, use the Switch Company feature to select a company.

  4. Select the instance that you want to upgrade or patch.

  5. If Upgrade Available appears under the field Current Version, an upgrade or a patch is available.


  6. In In the Actions menu, click Upgrade Instance .

  7. Upgrade an Instance service catalog item opens up per-populated with the instance name and available versions to which you can upgrade or patch the instance.
  8. Specify a date and time for the upgrade or patch using the  icon under Start date and Time field.

    To start the upgrade or patch at a specific date and type, click the calendar icon and then specify a date. Click on clock icon to select the time for the upgrade or patch.

      

    • Note: Setting the time for an upgrade or patch is important. Set the upgrade or patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting allows enough time for the upgrade or patch request to update HI's records about which release version your instance should be on before the Upgrade scheduled job runs.


  9. Click Submit.

    A confirmation message appears. If you do not need an entitlement, the change request gets created.

    If you need an entitlement, the entitlement request number is included. Click the entitlement request number to view the request.
  10. Click Confirm.
 
 
Modifying a scheduled upgrade
You can modify a scheduled upgrade or patch from the Manage Instances page.
  1. Navigate to hi.service-now.com.

  2. Navigate to Instances > Manage Instances

  3. [Partners only] From user menu, use the Switch Company feature to select a company.
  4. Find the instance with the scheduled upgrade or patch that you want to modify and click CHG # under Record.



    The change request form for the upgrade or patch opens.

  5. You can modify the date and time of an upgrade or patch, noting the following:

    • If the change request is for an automatic upgrade or patch, you can modify the date and time directly in the change request form

 

Canceling an upgrade
There are two different types of upgrades or patches that you might cancel:
  • self requested upgrade or patch
  • automatic upgrade or patch

For information about rescheduling a QPP patch, see Quarterly Patching Program Customer FAQ.

To cancel an self-scheduled upgrade or patch:

  1. Navigate to hi.service-now.com.

  2. Navigate to Instances > Manage Instances

  3. [Partners only] From user menu, use the Switch Company feature to select a company.
  4. Find the instance with the scheduled upgrade or patch that you want to modify and click CHG # under Record.

  5. The Change request opens.Click Cancel Upgrade at the bottom of the change.

 

Article Information

Last Updated:2018-06-04 07:02:52
Published:2018-06-04