If you previously downloaded the vRealize Automation ITSM Application for the ServiceNow version 8.10 from the ServiceNow store, you can update it to 8.10.3 in your instance.

Prerequisites

  • You must be the system administrator in ServiceNow.

  • Deactivate the following scheduled jobs that are specific to the vRealize Automation ITSM Application for ServiceNow:

    • vRA Import Project

    • vRA Import Catalog

    • vRA Import Resources and CMDB

    • vRA Delete Queue

    • vRA Reconcile Actions

  • The user criteria scoped API plug-in must be installed. For details, see Install the User Criteria Scoped API Plug-In.

  • A data source choice list must be created. See Create a Data Source Choice in ServiceNow.

  • Set the application scope to Global. Set the flags as follows:
    Table 1. Setting the update flag

    Table

    Flag

    Value

    sys_update_xml

    Replace on upgrade

    true
    For more information on overwriting your customizations, see Overwrite customizations during an upgrade.

Procedure

  1. Log in to ServiceNow as a system administrator.
  2. In the left pane, click System Applications > All Available Applications >All.
  3. Search for VMware vRealize Automation ITSM Application 8.10.3.
  4. Select version 8.10.3 and click Update.
  5. Select the Load Demo Data checkbox and click Update. The VMware vRealize Automation for ServiceNow ITSM application version is updated to 8.10.3.
  6. Make sure that all the scheduled jobs are in the Inactive state.
  7. Provide the required access for the question_choice table. See Enable Application Access.
  8. Delete all the records from day-2 action table and inactivate all the day-2 actions catalog item.
    1. In the left pane, click System definition > Fix Scripts.
    2. On the Fix Scripts page, search for the vRA-ITSM 8.10.2 upgrade script.
    3. Open the vRA-ITSM 8.10.2 upgrade script.
    4. Uncomment the script code and click Update.
    5. Click Run Fix Script then click Proceed in Background to run the script.
    6. This script will delete all the records from day-2 action table and all day-2 actions catalog item will be updated with the following changes:

      • The name of the existing day-2 action catalog item will start with "DO_NOT_USE"

      • The existing day-2 action catalog item will not have any category.

      • The  existing day-2 action catalog items will be in-activated.

      Depending upon the number of day-2 actions and catalog items, this operation can take some time.

    7. In the Related Links tab, click Show Progress Workers. Wait till the record state changes from Running to Complete.
      Note:

      After running the fix script, in the Progress Worker, if you see the following error message then you can ignore the error message. It does not affect any functionality in the application: cannot convert null to an object.

    8. Comment the script code and click Update.
  9. Run the scheduled jobs:
    1. In the left pane, click vRealize Automation >Job Schedules.
    2. Activate all the scheduled jobs.
    3. Run the vRA Import Project first then run the vRA Import Catalog schedule job.
    4. Run the vRA Import Resources and CMDB schedule job.