If you previously downloaded the vRealize Automation ITSM Application for ServiceNow 8.7 version from the ServiceNow store, you can update it to 8.9  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

  • Ensure that no job queue data is running. If any job queue is running wait till it gets completed.

  • You can backup the job queue data if required and ensure to delete all the entries from the job queue table.

    • To delete all the entries from the job queue table, perform the following steps:

      • Set the system property x_vmw_cloudservice.vrasn.casqueue.deletion.duration value from 2 to 0.

      • Go to Job schedules and run vRA Delete Queue to delete all the entries.

      • After the job queue entries are deleted, ensure to change the system property value from 0 to 2.

  • 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.

  • Ensure that you set the following flag to true before you upgrade the plugin if there is any code customization else skip this step.

  • 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

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 8.9.
  4. Select version 8.9 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 8.9.
    Note:

    The Service Portal is available as a default portal to view all the catalog items and all the existing entitlements for catalog items and day-2 actions for the users will be converted into user criteria.

  6. Provide the required access for the question_choice table. See Enable Application Access.
  7. Delete all the custom resource records from the day-2 action table, custom resource day-2 action catalog items client script:
    1. In the left pane, click System definition > Fix Scripts.
    2. On the Fix Scripts page, search for the vRA- ITSM 8.9 upgrade Fix Script.
    3. Open the vRA- ITSM 8.9 upgrade Fix script.
    4. Uncomment the script code and click Update.
    5. Click Run Fix Script then click Proceed in Background to run the script.

      This script will remove all the custom resource records from the day-2 action table, and custom resource day-2 action catalog items client script. Depending upon the number of day-2 actions and catalog items, this operation can take some time.

    6. 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 if, in the Progress Worker, 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.

    7. Comment the script code and click Update.
  8. 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 scheduled job.