Upgrade to version 1.1.0 of the Content Pack for ServiceNow

If you have installed a previous version of the content pack, you can upgrade to the latest version.

Review the following high-level upgrade steps before you begin.

1. Remove the existing KPI Base Searches.
2. Upgrade the Splunk App for Content Packs to v2.0.0.
3. Upgrade the Content Pack for ServiceNow.
4. Remove the existing entities discovered in the content pack.

Prerequisites

Create a full backup of your ITSI environment in case you need to revert the upgrade. For more information, see Create a Full Backup in the Administer Splunk IT Service Intelligence manual.

Step 1. Remove existing KPI Base Searches

1. Open ITSI.
2. Click Configuration > KPI Base Searches.
3. Locate each of the KPI Base Searches below so that you can delete them:
• Business Application::Process
• Change Requests:Request Approvals_bea65d53
• Change Requests:Requests Closed_c060aae3
• Change Requests:Requests Open_acde2997
4. Select Edit > Delete.
5. Click Delete.

Step 2. Upgrade the Splunk App for Content Packs

1. Verify which ITSI version is compatible with Splunk App for Content Packs in the Compatibility with ITSI and ITE Work table.
2. Download Splunk App for Content Packs v2.0.0 from Splunkbase.
3. Follow the Installation steps at Install the Splunk App for Content Packs to upgrade the Splunk App for Content Packs.

Step 3. Upgrade the Content Pack for ServiceNow

Perform the steps to re-install the content pack for ServiceNow. Make sure to perform the steps below while in Step 5 of the Install the content pack from the Splunk App for Content Packs procedure.

1. Select all the ITSI objects of the content pack Already Installed section in Choose which objects to install.
2. Select the "Replace Existing" parameter in Choose a conflict resolution rule for the objects you install.

Step 4. Remove existing discovered entities of the content pack

1. Open ITSI.
2. Click Configuration > Entity Management.
3. Click Edit > Delete on the following entities:
• SNOW Change Request
• SNOW Event
• SNOW Incident