If you previously downloaded the VMware vRealize Automation ITSM Application for ServiceNow 8.3.1 or earlier version from the ServiceNow store, you can update it to the latest version in your instance. From VMware vRealize Automation ITSM Application for ServiceNow version 8.3, the Service Portal will be available as a default portal for deployments and day-2.

Prerequisites

  • You must be the system administrator in ServiceNow.

  • Deactivate these scheduled jobs that are specific to VMware vRealize Automation ITSM Application for ServiceNow:

    • vRA Import Project

    • vRA Import Catalog

    • vRA Import Resources and CMDB

    • vRA Delete Queue

    • vRA Reconcile Actions

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

  • The user criteria scoped API plug-in must be installed. 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.

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 the VMware vRealize Automation ITSM Application 8.6.
  4. Select version 8.6 and click Update.
  5. Select the Load Demo Data checkbox and click Update.

    The VMware vRealize Automation ITSM Application for ServiceNow version is updated to 8.6.

    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. 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.
    Note:

    From version 8.2.2 of VMware vRealize Automation ITSM Application for ServiceNow, the ITIL role is not required.

  8. Delete all the day-2 actions and inactivate the associated catalog items:
    1. In the left pane, click System definition > Fix Scripts.
    2. On the Fix Scripts page, search for vRA-delete Day2Action Record.
    3. Open the vRA-delete Day2Action Record script.
    4. Uncomment the script code.
    5. Click Run Fix Script then click Proceed in Background to run the script.

      This script deletes all the day-2 actions and inactivates the associated catalog items. 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.
  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 schedule job.
    4. Run the vRA Import Catalog schedule job.
    5. Run the vRA Import Resources and CMDB schedule job.