sappamnn, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting KBOS4T128 How to manage and schedule instance upgrades ®@ 101198 Views @ Lastupdated: Dec 14,2022 ¥# Public % Copy Permalink @ English (Original) Description You can upgrade and patch your instance in the Now Support portal by request, as described below, or be automatically upgraded or patched by ServiceNow. You can also manage and Schedule the instance upgrades by following the below mentioned steps. For additional information about the ServiceNow Patching Program, see ServiceNow Patching Program FAQs. Partners can request an upgrade for associated customers. However, both the partner and the associated customer must have the version entitlement in order for the partner to submit an upgrade request on behalf of the associated customer. Due to security constraint, we do not allow ServiceNow employees to Schedule and Manage upgrades on customer instances. This includes Customer Services & Support and Support Account Managers (SAM). ‘See the following site for the latest upgrade documentation: Upgrade to Quebec @ Note: Ifthe desired version is not available yet, it will require the "Early Release” program. Table of Contents ‘© Upgrade Wizard: ‘+ Manual Upgrades: © Viewing the instance upgrade and patch information Scheduling an upgrade for a production or non-production instance Modifying a scheduled upgrade or patch Modifying Target Version Canceling an upgrade Upgrade Wizard: Upgrade Wizard isa step-by-step guide to help customers reduce the time to upgrade by using easy-to-follow navigation, Customers can access the Upgrade Wizard in the following way: Within the instance Dashboard page, customers can click on the "Upgrade Now" buttonjs) located on the top, section of the page. hitps:isupport sorviconow.comikb?id=Kb_artce_vlow&sysparm_artcte 19‘arpa, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting MySeeet = onest- — Atomaon Sie onage ecu Hp Con ==] > mt Bone ‘Yu have instances) thot should be upgraded os they are y ‘Quebec now avaiable eee a ‘Changes for yourinstonees eave nou aly had terme, QateNoucannowungateyrares “HANH SInghapan tent west eese aL Nen indo Ue pe a WttOrwe If any of the instances are nearing End of Life or there is a new family available, the banner (as shown above) will, appear in the Instance Dashboard page that will direct the them directly to the Now Support Upgrade Wizard. Fora step-by-step guide on using Upgrade Wizard please click here. Manual Upgrades: Viewing the instance upgrade and patch information 11. Access the Now Support portal with your customer credentials. 2. Navigate to Instances > Instances Dashboard ySiopon = tnces~ — Auamatn Sw Manage Acoits Hepat @ > saat & wt tun to Upgrade Ward oJ Quebecnowasoble : as a eons nanderneonQebe anenngtymeianes Joacim sa ‘wt lene Nek Ede pate = toon Instances Dashboard (s) ran | Syn Instance name Upgeeshled reese 2 1 Ceawes mom . -npe:isupportservicenowcomMkb?id=kb_article_view&syeparm_aticle=KB0541128 219sappamnn, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting 3. Ifyou are a partner and manage other company instances, use the Switch Company below your, username to specify a different company, servicenoW — Now Support a amine a) eG Oot IySieot bnnat+—ttonaton se raed HC pi 2 mygesnes Instances Dashboard Dashboard element [Name of the customer's instances. There is also an indicator that displays if the instance is Production’ or ‘Non-Production’ in instance can have the following different states: Instance name + Upto date: Displays when instances are on the current family release onthe latest patch + Family release available: Displays when there is a family release available to upgrade beyond the current family of this instance Status + Patch available: Displays when there is a patch available on the current family release beyond the current patch of this instance ‘+ End of Life: Displays when instance is end of life ‘+ Nearing End of Life: Displays when instance is nearing end of life + Upgrade Scheduled: Displays when an upgrade/patch is scheduled for an instance Displays the current version that the instance is running on. This column also displays the date on which it was last upgraded ‘Scheduled Changes _Displays the open changes against a given instance Cases Displays the open cases against a given instance. tions that can be performed on the specified instance, depending on the current state of the instance. This section displays multiple resources all related to the security of your instances. Current Version Actions button & fly out ‘Security Resources (On the top section of the list view, there are a few filtering options. You can click lon the Filter button to display a group of filtering options that you can use as per our preference. Also, there isa sorting capability that allows you to sort the instances by Production-> Non-Production (and vice versa). Filtering options [This button allows you to export the Instances dashboard list view in various Bulk Actions button formats (PDF, Excel, CSV) Scheduling an upgrade for a production or non-production instance 1. Access the Now Support portal with your customer credentials. hitpseupport.servicenow.comikb?id=Kb_artcle_vewssysparm_att 20541128 39‘arena, 411 PM How to manage and schedule instance upgrades - Support and Troubleshooting 2. Navigate to Instances > Instances Dashboard. 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 an Instance. 6. Upgrade an instance service catalog item opens up pre-populated with the instance name and available versions to which you can upgrade/patch the instance. Upgrade an Instance eee een hs esis sacs os tpre seaineaeetteactine 2. Ka0541128 49 npe:fsupportservicenowcomMkb?isekb_article_viewssyeparm_atc‘arpa, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting 7. Specify a date and time for the upgrade or patch by selecting an available slot displayed Select Maintenance Date and Time Selec nt abe: Ai, 22,0900°H © > dpranaat-Awan ana + u 2 ‘2 . « a ovo | easomn | enaua || onoomn | | anna decom | excomn | nana || onoonn anton osoomn || esaoan | estan | | osoomn || aston osooan | eccoau | omtoaa || econ | ostoan oro | enaomn | orton || orooaw | anton oncom | ceaom | omaoaa || otooau abana Note: Upgrade or patch available time-slots gets populated for the current week. Ifno 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. a. Switch between weeks usingthe < > icon. b. Click on the date range: Apr 11,2021-Apr 17,2021 v toswitch toa different month c. When Selecting a desired time slot. Validate change start date and time on time slot selection, Start date and time is shown as per users timezone that s set in Now Support (HI) 8. Click Submit. 9. You will then see a confirmation window that an Upgrade change has been scheduled with the CHG#: Yourrequeston v © Uperade an instance Issucessuly submited (ur eam are working ont Track your request: CH613066398 Modifying a scheduled upgrade or patch 1. Navigate to the Now Support portal. 2. Navigate to Instances> Instances Dashboard. 3. [Partners only] From the user menu, use the Switch Company feature to select a company. 4. Find the instance with the scheduled upgrade/patch that you want to modify and click on the number under the ‘Scheduled Changes’ column npe:fsupportservicenowcomMkb?isekb_article_viewssyeparm_atc 90541128 59‘arpa, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting Instances Dashboard|s) Tim | [spree ncn || athe a) Upset esr 1 (ae vance? 0 tne Aewretoaa Cam an " : 5.A page will load showing all changes that are open forthe instance. Click on the CHGi to get to the Change record: @ > mime > ow Changes roo we OTR Canta “ole 4 9 0 ie 0 sent Ina Qutb raenomm 6. The change request form for the upgrade/patch opens. ‘a. You can modify the date and time of an upgrade or patch by clicking on the Reschedule Upgrade button -npe:isupportservicenowcomMkb?id=kb_article_view&syeparm_aticle=KB0541128 crysappamnn, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting Install Quebec Potch 1 Hot Fx on SNC Instance -Instanesiname = noc 00000" ec ocsoo0 er heey ope b. Reschedule upgrade dialog opens up with time slots available for an instance patch or upgrade. c. Select a time slot. Validate change start date and time on time slot selection. Start date and time is ‘shown as per users time zone in the Now Support portal. 5. Validate Planned start date gets updated as per time slot selection on change form. Modifying Target Version Requirement: in order to modify the Target Version, the user must belong to the change/instance owner account. Partners do not have the ability to act on behalf of their customers to modify the Target Version. 1. Navigate to the Now Support portal 2. Navigate to Instances > Manage Instances. 3.Find the instance with the scheduled upgrade/patch that you want to modify and click on the number under the ‘Scheduled Changes’ columniy_List of instances which have been listed for the upgrade 4. Apage will load showing all changes that are open for the instance. Click on the CHGS to get to the Change record:,/Al the Scheduled changes which can be altered by selecting them 5. The change request form for the upgrade/patch opens. a. You can modify the target version of an upgrade/patch by clicking on Target Version field dropdown, b. Select the desired version and click Save. ip the target version of an upgrade/patch 4. Validate updated Target Version gets updated on change form, 119 hitpseupport.servicenow.comikb?id=Kb_artcle_vewssysparm_att‘nam, 411 Pa How to manage and schedule instance upgrades - Suppor and Troubleshostng ‘+ Note: Target version can only be updated more than 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 ASelf-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 portal. 2. Navigate to Instances > Instances Dashboard. 3. Partners only] From the user menu, use the Switch Company feature to select a company. 4. Find the instance with the scheduled upgrade/patch that you want to modify and click on the number under the ‘Scheduled Changes’ column 5. Apage will oad showing all changes that are open for the instance. Click on the CHG# to get to the Change record 6. The Change request opens. Click Cancel Upgrade at the top of the change. isplay of the Page as and when you want to cancel the upgrade Additional Information 80815260 - Patching and Upgrade Timing Advice The world works with ServiceNow. Was this content helpful? | sf Yes || "#No 73% found this useful Sign in for more! There's more content available only to authenticated users Sign in now hitps:isupport sorviconow.comikb?id=Kb_artcle_iow&sysparm_artcte 9‘arpa, 4:11 PM How to manage and schedule instance upgrades - Support and Troubleshooting servicenow ‘Teims and conditions Privacy statement Knowledge Bases © 2022 ServiceNow. ll rights reserved Bvyveo i ‘ntps:fsupportserviconow comm? b_arlcle_viow&sysparm_art ry