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Description

When trying to upgrade applications from the ServiceNow Store, the issues below may occur:

1. The dependencies involved are not automatically installed with the upgrade.
2. The dependency list does not show the application name.
3. The messaging is wrong and misleading pointing the user to purchase the application from the Store.

Steps to Reproduce

As instance administrator, try to upgrade an application outside of a major family release.

1. The dependencies involved are not automatically installed with the upgrade.

1.1 - Observe a dialog box alerting there is a dependency that is not satisfied.
1.2 - Go to that dependency and try to install it manually.
Of course, if that dependency has additional dependencies, the process needs to repeat. This leaves the administrator having to discover what needs to be installed in what order.

2. When upgrading dependencies, the dependency list may show the scope, but not the application name.

3. The language used in the message would indicate that the user must purchase the application from the Store to be able to download it, which is not true.

 

Workaround

This problem is under review and targeted to be fixed in a future release. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.


The required components need to be updated manually. The example below shows a Rapid7 Install from Store:


1. As it turns out, you need to upgrade Vulnerability Response first. Notice the name provided is not the application, but the application scope and the message references having to purchase the app from the Store, which is not required:




2. Attempt to install Vulnerability Response, but few more components need to be updated first:




3. Click on the first item in the list above in step 2, Security Support Orchestration, and try to update. The following warning shows:




4. So the update order needs to be reversed. Start updating from the last item on the list shown in step 2.


Related Problem: PRB1324263

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Rapid7 - London 2019 Q2 v.6.2.1
SR - VR - Vulnerability Response - New York 2019 Q3

Associated Community Threads

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Article Information

Last Updated:2019-11-02 11:43:33
Published:2019-07-01