Instance rename policy for customers

Naming conventions for instances:

  • Production and/or sub-production instances cannot contain the word '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 3 characters or below, 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 rename

  1. If using SSO through the Multi-Provider SSO plugin please check each of your Identity Provider records (Multi-Provider SSO > Identity Provider) and update any URLs in those settings which point to the old instance name.
  2. If inbound WebService Integrations are present, every Inbound (to the SN instance) 3rdParty WebService (including SN ODBC) Integration will have to update the URL pointing to the new instance URL.
  3. When using a Proxy to access the instance which is mapping the instance URL, please update that accordingly pointing to the new one. The same goes for "Vanity URL" if applicable.
  4. When using Edge Encryption Proxy, we strongly advise you to update the Proxy server properties in order to have that to repoint to right instance URL.
  5. When using MID server note that you will have to change the MID Server configuration to have the MID to point to the new Instance URL.
  6. If using "forwarding rule" on your email infrastructure to forward email to the ServiceNow instance please change the "forward-to" email address to make it match the new email address.
  7. When using your own email infrastructure 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. CS- Admin team will contact your Territory Manager in order to perform this request and retire the old instance.
  2. There will be approx. 2 hours of downtime for the SUB- production Instance and 15 minutes downtime for the Production instance that will be renamed prior to the pre-defined cutover.
  3. New instance and old instance URL are simultaneously available for 2 business days and replicating each instance's changes. By default, ServiceNow retains the old URL for 2 business days. It can retain the old URL for up to 7 days. 
  4. After the rename cut-over, please do not run any automations running against the instance that is being renamed.
  5. After the rename cut-over, please be aware that clone functionality for your instance may be disabled for up to 2 to 7 business days (depending on the chosen availability of the old URL) as we proceed with cleanup for this maintenance operation.
  6. Email settings are reset to OOB settings and updated to reflect the new instance name. This change is made after the new instance URL becomes available. *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.


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Last Updated:2018-02-27 02:02:52