If you previously downloaded the vRealize Automation for ServiceNow ITSM application version 8.x from the ServiceNow store, you can update it to version 8.4 in your instance. From the vRealize Automation for ServiceNow ITSM application 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 the ServiceNow.

  • Deactivate these scheduled jobs that are specific to the vRealize Automation for ServiceNow ITSM application for ServiceNow:

    • vRA Generate API Token

    • 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. 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 unrelease, you must delete the catalog items for which you are facing issue.

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 8.4.
  4. Select version 8.4 and click Update.

    The VMware vRealize Automation for ServiceNow ITSM application version is updated to 8.4.

    After the update, all scheduled jobs are moved into the active state. If they do not activate automatically, you can activate them manually.

    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.

  5. Provide the required access for the question_choice table. See Enable Application Access.
    Note:

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

  6. Delete all the day-2 actions and inactive 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 to run the script.

      This script deletes all the day-2 actions and inactives the associated catalog items. Depending upon the number of day-2 actions and catalog items, this operation can take some time.

    6. Comment the script code and click Update.
  7. Run the schedule jobs:
    1. In the left pane, click vRealize Automation > Job Schedules.
    2. Activate all the schedules jobs.
    3. Run the vRA Import Project scheduled jobs.
    4. Run the vRA Import Resources and CMDB job.