ServiceNow: Upgrading the Integration to 3.5.x and above


With the Fuji release from ServiceNow, they got on the App Store Bandwagon. This is great and all, but makes for upgrading any apps a royal pain in the head. But fear not! This article will help alleviate these headaches.

The first question to ponder is “do I want to upgrade to integration version 3.5.x?” The answer is yes. While this can seem to be a little daunting, it isn’t too hard and the next upgrades will be much less painful… or so the ServiceNow partner people have assured me.

Coming from?

The first thing to do is determine what version you are coming from. This can be a little tricky to figure out, but check out the following table for details

VersionWhat to check
3.5.x Application Details page
3.4.x Application Details page
3.3 Application Menu for Integration - xMatters
3.0, 3.1, 3.2 Update Set xMatters Relevance Engine
2.x Update Set xMatters Relevance Engine
1.x Please contact our helpful support people for assistance

Checking the Application Details Page

Applications installed from the store will have the version displayed in the upper right corner of the Application Details Page. To get to this page, type "applications" in the filter and select System Applications > Applications. Then click on xMatters in the Downloads tab. The version is displayed in the upper right corner:


Checking the Application Menu

For most later versions, you can check the description field in the Application Menu for Integration - xMatters. To do this, right click on the Menu > Edit Application. Then scroll down to see the Description field:

Checking the Update Set

If the Application Menu record doesn’ t have the version number, then check the description field in the Update set titled xMatters Relevance Engine:

3.4.x and Above

With the Fuji release and the App Store Launch, upgrading is a piece of cake. When we release a new version of the application, a badge will appear next to the Updates button on the Applications page:

Click Update to apply the updates.
Note if there are any local changes, the record will not be changed, and instead a new revision will appear at the bottom of the record. It will be necessary to compare the records and manually make any changes.

Fortunately, the "Upgrade History" page helps wade through this. Navigate to System Diagnostics > Upgrade History to see what records were changed by the upgrade:

For example, this business rule has local changes after the Upgrade. The Current record is marked, but above that is the new record from the update. This new record has Store Application: xMatters as the Source.


Pre 3.4


It is recommended to back up the current xMatters integration for future analysis and copying of business use cases. This can be done with the usual method of creating an Update Set and making a small change to each of the relevant records. The needed records will vary from system to system, but here are the “main” records that might need backing up:

  • Business Rules
  • Script Includes
  • Processors

This is also a good opportunity to review the business cases and make sure to move forward only the ones necessary.


Generally, a record can be upgraded because it has the same sys_id from version to version. However, there were necessary changes introduced in 3.4 that required new sys_ids for several of the records, mainly the business rules. For this reason, it is recommended to uninstall the application to avoid duplicated records. 

v3.3 Download here
v3.2 and lower Download here

After applying the delete update set, please do the following:

Under this URL of your ServiceNow instance:

- There will be 3 tabs: Name, Update-set, Remote-update-set

For each tab do the following:

- filter by *xm (click the magnifying glass beside the first column on the left and put in *xm into the tab)

- for every result, mark them all to delete (check the box for each result, and go to bottom of page, in the drop down, select delete, click OK)

- do this delete for all results filtered by *xm for each tab specified above

- once all 3 tabs are 0 records found upon search, continue to next step.


Finally, install the new integration as normal, from the App Store. Details here.

Apply Tailoring

If there were any records modified in the integration, manually apply the changes after installing.

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