HI Upgrade Wizard is a step-by-step guide to help customers reduce the time to upgrade by using the easy-to-follow navigation.  Additionally, customers will have quick access to a centralized repository of key upgrade resources through the new wizard. 

Table of Contents:

1. Scheduling an upgrade for a production or non-production instance
2. Modifying a scheduled upgrade or patch
3. Modifying Target Version
4. Canceling an upgrade

Scheduling an upgrade for a production or non-production instance

1. Access the Now Support (HI) with your customer credentials.
2. Navigate to Instances > Manage Instances .
3. [Partners only] From the user menu, use the Switch Company feature to select a company.
4. Select the instance that you want to upgrade or patch.
5. In the Actions menu, click Upgrade Wizard.
6. Setting up Version Recommendations:
   1. Set up Version recommendations page opens up pre-populated with the company's production instances.
      
      
      
      
      • Note:
        1. No upgrades will be scheduled at this step. To give recommended target versions for your upgrade, please select a production instance that needs to be upgraded by the end of the upgrade journey.
        2. You can quit the wizard at this step by clicking Cancel Upgrade Wizard or use Upgrade with Service Catalog to manually schedule upgrades.
        3. Only one session of Upgrade Wizard can be active at a given time. If you have more than one production instance, you need to complete the existing 'Upgrade Wizard' journey for one of the production instance before moving to next.
           • If more than one prodution instance need to be upgraded in parallel, please use the manual upgrade process.
   2. Get Recommendation button becomes active on instance selection. 
   3. Click Get Recommendation
7. Selecting a Target Version:
   1. Target versions are tailored to your instance's upgrade path:
      
      
      
      
   2. Review essential resources against each of the versions before upgrading.
   3. Select a Target version and click Next. 
      1.  
8. Schedule and Manage Upgrades
   1. Next step in wizard journey is to schedule your instances for an upgrade.
   2. Manage Upgrades page shows list of all non-production instances and production instance selected in Step Setting up Version Recommendations.
   3. Target version is pre-populated based on selection made in Step Selecting a Target Version of Wizard journey. 
   4. Following is a description of the various elements on the screen:

      Dashboard element	Description
      Current Version	Active version of the instance
      Target version	Target version is pre-populated based on selection made in Step 2 of Wizard journey
      Status	An instance can have following different states within Wizard: Ready for upgrade: Instance is eligible to be upgraded within the wizard Up to date: Displays when instances are already on the selected target version Upgrade Scheduled: Displays when an upgrade/patch is scheduled for an instance
      Scheduled Activity	Existing patching/upgrade changes can be viewed under this section.
      Actions	Schedule Upgrade: Click on this button to schedule an upgrade for an instance Ignore: Click on this button if you would like to ignore an instance during the current upgrade wizard journey

   5. Click Schedule Upgrade against an instance which needs to be upgraded. You can schedule one or more instances for upgrade. 
   6. Select Upgrade Date and Time dialog opens up with time slots available for an instance patch or upgrade.
      • Note: 
        • Upgrade or patch available time-slots gets populated for the current week. If no time-slots are available in the current week, the next available week is populated with available time-slots. Time-slots will be available on 30 minutes interval.
        • Selecting the time-slot for an upgrade or patch is important. Select 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.
   7. Click Select.
      • A confirmation message appears.
   8. Click Confirm.
   9. Change gets scheduled. Status against instance gets updated to 'Upgrade Scheduled'.
   10. You can click anywhere on the left navigator to exit the wizard. Your changes will be saved automatically. Also, Save and Exit link does the same and takes you back to Manage Instances page.
   11. Cancel Upgrade Wizard option can be used to cancel the Upgrade Wizard instance. Please note, using this option will cancel upgrades you have scheduled manually, but no changes will happen on instances already upgraded.
9. Upgrade Complete:
   1. Finish button becomes active once your production instance upgrade is complete. 

Resume Upgrade Wizard 

Upgrade Wizard can be resumed anytime using the following options:

• Banner on manage instances page
• Within the Manage Instances page, you can click on the “Actions” dropdown next to any of their instances and select “Upgrade Wizard.

Modifying a scheduled upgrade or patch using Upgrade Wizard

1. Navigate to Now Support (HI).
2. Navigate to Instances > Manage Instances.
3. Click on Resume Upgrade button on 'Return to Upgrade Wizard banner'.
4. Find the instance with the scheduled upgrade/patch that you want to modify 
5. Click Actions-->Reschedule Upgrade
6. Reschedule upgrade dialog opens up with time slots available for an instance patch or upgrade.  
7. Select a time slot. Validate change start date and time on time slot selection. Start date and time is shown as per users timezone in HI.
8. Validate Planned start date gets updated as per time slot selection.

Modifying Target Version using Upgrade Wizard

1. Navigate to Now Support (HI).
2. Navigate to Instances > Manage Instances.
3. Click on Resume Upgrade button on 'Return to Upgrade Wizard banner'.
4. Find the instance with the scheduled upgrade/patch that you want to modify 
5. Click view Change record
6. The change request form for the upgrade/patch opens.
   
   
   1. You can modify the target version of an upgrade/patch by clicking on Target Version field dropdown.
   2. Select the desired version and click Save. 
7. Validate updated Target Version gets updated on change form.

• Note: Target version can only be updated up to 2 hours prior to change request planned start date/time. Please reschedule your change if Target Version needs to be updated within 2 hours of change request planned start date/time.

Canceling an upgrade using Upgrade Wizard

A Self-scheduled request can be canceled. For information about rescheduling a patch, see ServiceNow Patching Program FAQs.

To cancel a self-scheduled upgrade or patch:

1. Navigate to the Now Support (HI).
2. Navigate to Instances > Manage Instances .
3. [Partners only] From the user menu, use the Switch Company feature to select a company.
4. Click on Resume Upgrade button on 'Return to Upgrade Wizard banner'.
5. Find the instance with the scheduled upgrade or patch that you want to cancel.
6. Click Actions-->Cancel Upgrade

For additional information, please refer to ServiceNow HI Upgrade Wizard FAQs.

For information on manual upgrades, click here.