ServiceNow for Service Desk Application Upgrade Guide

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Check Status

Here’s how to check if your current implementation is the type that is going to be sunset soon.

1. Search for “SailPoint Service Integration” in the top left search field of Service Now
2. If you are getting any results, click on ‘Catalog Items’
3. Check if ‘SailPoint Access Request Item’ is listed
4. If yes, you are on the version that is going to be deprecated soon, and you must migrate to the latest version as soon as possible. Steps for migration are provided in this document.

Migrate

Here’s how to migrate to the latest version of the Service Now – Service Desk (application based) connector.

1. Search for “System Applications” in the top left search field of Service Now
2. In the menu populated below, click on ‘All’ under ‘All Available Applications’
3. Search for ‘SailPoint’ in the Right hand side application list window
4. Locate SailPoint for Service Desk application
5. Verify the latest version is 1.0.6

  NOTE: This connector supports Orlando, Paris, Quebec, and Rome versions of ServiceNow

6. To install this version of the connector application, make sure that the RHS drop-down shows ‘1.0.6’, and click on the ‘Install’ button.

Upgrade  

Here’s how to upgrade to the latest version of Service Now – Service Desk (application based) connector.

1. Search for “System Applications” in the top left search field of Service Now
2. In the menu populated below, click on ‘Installed’ under ‘All Available Applications’
3. Search for ‘SailPoint’ in the Right hand side application list window
4. Locate SailPoint for Service Desk application
5. Verify the latest version is 1.0.6
6. If your “Running Version” shows 1.0.5, you will need to upgrade to the latest version of the application.  
7. To install this version of the connector application, make sure that the RHS drop-down shows ‘1.0.6’, and click on the ‘Update’ button.