Updating Alert Sync

This article discusses the process for updating/upgrading the Cookdown ServiceNow Connector. It contains general guidelines first and then calls out any additional steps that may be required when updating between versions.

SCOM

The System Center Operations Manager components are distributed in Management Pack Bundles allowing for a natural update path for SCOM administrators by importing the updated management pack.

General

All ServiceNow Connector updates are cumulative. So you can update from any older version to any newer version, skipping over versions if the opportunity exists. Any settings configured by previous versions will remain in place, so you may find that you need to enable new functionality brought in by the update.

ServiceNow

The ServiceNow application components are distributed via Store Applications allowing for a natural update path for ServiceNow administrators by updating the Store Application from the 'System Applications' menu.

General

All ServiceNow Connector updates are cumulative. So you can update from any older version to any newer version, skipping over versions if the opportunity exists. Where customization has been put in to the application, you may need to review the ‘Upgrade History’ and review any skipped changes.

Updating from 1.x versions to 2.x versions

Starting in version 2.x Incident Creation Rules (ICR) have been replaced with Creation Rules (CR). As a part of this change ‘Advanced Creation' has been replaced with ‘Post Processing’. Post Processing differs in how it approaches creating new tasks which is incompatible with previous Advanced Creation Scripts. If you have not used Advanced Creation Scripts in your instance you can upgrade as normal. If you are unsure whether you have any active ICRs that use Advanced Creation or not you can use a filter to check for them:

In versions 1.x, Advanced Creation Scripts took over the process of creating new Incidents completely and so required you to populate all fields yourself regardless of what was set in the ICR and then raise the new Incident (or not). Version 2.x introduced Post Processing in which the task object is created with all of the settings specified in the CR (Assignment Group, Caller, Contact Type, etc.) to give you a starting block to work from.

Though the Advanced Creation Scripts are no longer executed in 2.x the script is still retained on the old ICR record and can be accessed via the XML and referred back to if required:

Prior to your upgrade we would highly recommend looking at the Post Processing documentation. This will give you some of our example scripts ahead of time to compare against your current implementation. If you followed our previous examples most of the work will be changing ‘grInc’ to 'createdTask' and removing any settings that are now handled by the Creation Rules themselves. If you do have any queries around the changes in the new feature the Cookdown Support Team will be happy to assist!