Instance rename policy for customers


Naming conventions for instances

  • Production and/or sub-production instances cannot contain the terms "demo" or "pov" or "poc'"as a suffix. 
  • Instance names can be alphanumeric.
  • Instance renames cannot be submitted for demonstration instances.
  • Instance names cannot contain special characters (e.g., $, %, &, -, *).
  • If the new instance name has three characters or fewer, additional review and approval is required. 

Note: Production instance rename requests are to be requested through Customer Support and cannot be submitted using the Service Catalog.

Before requesting a rename

  • If using SSO through the Multi-Provider SSO plugin, navigate to Multi-Provider SSO > Identity Provider, check each of your Identity Provider records, and update any URLs in those settings that point to the old instance name.

  • If inbound WebService Integrations are present, every Inbound (to the ServiceNow instance) third-party WebService (including ServiceNow ODBC) Integration will have to update the URL pointing to the new instance URL.

  • When using a proxy to access the instance that is mapping the instance URL, update the proxy to point to the new one. Simiilarly, update any vanity URLs.

  • When using the Edge Encryption Proxy, you are strongly advised to update the proxy server properties to repoint to the correct instance URL.

  • When using MID Server, note that you will have to change the MID Server configuration to have the MID point to the new instance URL.

  • If you are using a forwarding rule on your email infrastructure to forward email to the ServiceNow instance, change the "forward-to" email address to match the new email address.

    Note – When using your own email infrastructure, you will not be affected by the instance rename.

Rename procedure

  1. If the instance has not been configured yet, ServiceNow will provision a new instance with the new name and deprecate the old one. The CS-Admin team will contact your Territory Manager in order to perform this request and retire the old instance.

  2. All renames require a three-day lead time to process.

  3. The change window for the instance rename will appear on the change ticket as the planned start and end time.

  4. Beginning at the Planned Start Time, there will be approximately 20 minutes down time.

  5. Do not run any clones to/from the instance once the rename has started.

  6. New instance and old instance URLs are simultaneously available for 2 business days and replicate each instance's changes. ServiceNow retains the old URL from a minimum of 2 business days to a maximum of 7 days.

  7. After the rename cut-over, do not run any automations against the instance that is being renamed.

  8. After the rename cut-over, be aware the clone functionality for your instance will be disabled for 2-7 business days, depending on the chosen availability of the old URL, as we proceed with cleanup for this maintenance operation.

  9. After the rename, email settings are reset to OOB and updated to reflect the new instance name. This change is made after the new instance URL becomes available.

  10. Any inbound emails sent to the old instance email may be lost after this change has been made.  You will likely need to update the email settings in your instance to reflect any previously implemented customization.

  11. If using Single Sign On through the Multi-Provider SSO plugin, you will need to navigate to Multi-Provider SSO > Identity Provider, check each of the Identity Provider records, and update any URLs in those settings that point to the old instance name.

Article Information

Last Updated:2018-05-15 18:10:58