Issue
There can be collisions between the Upgrade Change request when there are two active change requests - one manual and one automated.
Scenario:
The system rolls out automated change requests for Upgrades, which are typically initiated through the Quarterly Patching Program or End of Life support. This process is crucial for ensuring that all systems remain up-to-date and secure.
As part of this process, customers are notified in advance, with a minimum of 2 weeks' notice, through the creation of change requests. This allows customers to prepare for the upcoming upgrades and ensures a smooth transition.
Ideal Case:
- When there is a Change request open through automated workflow for Instance Upgrade.
- The system prevents the creation of a Manual change request for Instance Upgrade.
- However - the inverse validation is not in place:
- i.e. When there is a manual change request created for Instance Upgrade.
- The system will still create an Automated Change for say EOL program.
- As we are not blocking a customer to create a manual change say - for Plugin Install etc for a period of 2 weeks.
Release
All
Resolution
Hence, once the system automated communication for Upgrades due to End of Life (EOL) or Quality Platform Program (QPP) has been successfully rolled out to the customer, it is essential for the customer to take immediate action to reschedule or cancel the change, thereby preventing the upgrade from occurring. This proactive measure is crucial to avoid any potential conflicts or unexpected surprises that may arise during the instance upgrade process, particularly in scenarios where both manual change requests and automated change requests are active for a single instance simultaneously.
- The customer is required to act on the change, which involves rescheduling or canceling the change to prevent the upgrade from taking place.
- In the event that the customer requires further assistance or guidance on this matter, they are encouraged to contact the support team for additional help and guidance.
By taking these steps, customers can effectively prevent conflicts and surprises related to instance upgrades, ensuring a smoother and more predictable experience when dealing with End of Life (EOL) or Quality Platform Program (QPP) upgrades.