If you previously downloaded the vRealize Automation for the ServiceNow ITSM application version 8.4 from the ServiceNow store, you can update it to 8.5 or the later version in your instance.

Prerequisites

  • You must be the system administrator in ServiceNow.

  • Deactivate the following scheduled jobs that are specific to the vRealize Automation for ServiceNow 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.

  • The CMDB plug-in must be installed. See Install the CMDB plug-in.

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

  • If you are upgrading from ITSM 8.2.2 or earlier version and facing the issue with version unreleased, you must delete the catalog items for which you are facing the issue.

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

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 8.5.2.
  4. Select version 8.5.2 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 8.5.2.

    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.
    Note:

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

  7. 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.