ServiceNow Update All - Runbook

Overview

ServiceNow Update All is a scoped application that automates the process of updating ServiceNow plugins and applications. It solves a common pain point for ServiceNow administrators who need to regularly update multiple applications across their instance.

Instead of manually updating each application one at a time through the UI, this application provides:

• Automated batch updating of plugins
• Scheduled weekly execution
• Configurable skip lists for sensitive applications
• Batch size control to prevent system overload
• Detailed logging

Installation

1. Import the update set into your ServiceNow instance
2. Commit the update set
3. The application will be installed with the scope x_snc_update_all

Configuration

The application uses the following system properties to control its behavior:

x_snc_update_all.plugin.update.skip.list

• Purpose: Defines which plugins should be excluded from the automated update process
• Type: String (comma-separated list)
• Default: Empty (no skipped plugins)
• Example: com.glide.service-mapping,com.glide.discovery,sys_id_of_plugin_to_skip
• Note: You can use either the plugin source identifier or the sys_id

x_snc_update_all.plugin.update.batch.size

• Purpose: Controls how many plugins will be updated in a single execution
• Type: Integer
• Default: 600
• Recommendation: Lower this value if you experience performance issues during updates

Operation

Scheduled Execution

By default, the application runs automatically as a scheduled job:

• Job Name: UpdateAll Plugins Weekly Job
• Schedule: Weekly on Sundays at 12:00 AM
• Table: sysauto_script

You can modify the schedule through the Scheduled Jobs table in ServiceNow.

Manual Execution

There are two ways to manually execute the update process:

Option 1: Execute the Scheduled Job directly

1. Navigate to System Definition > Scheduled Jobs
2. Search for "UpdateAll Plugins Weekly Job"
3. Open the job record
4. Click the "Execute Now" button at the top of the form

Option 2: Run via Background Script

1. Navigate to System Definition > Scripts - Background
2. Create a new background script
3. Enter the following code:

   var result = x_snc_update_all.UpdateAllPlugins();
   gs.print(JSON.stringify(result, null, 2));

4. Click "Run script"

Logging

The application generates detailed logs that can be viewed in the System Logs:

1. Navigate to System Logs > System Log
2. Filter for Source containing "x_snc_update_all"

The logs include:

• Start and completion of the update process
• Number of plugins found for updating
• Skipped plugins (if any)
• Status of each plugin update (success or failure)
• Total duration of the update process

Troubleshooting

Common Issues

1. Error: Failed to refresh store data

   • Cause: Connection issues with the ServiceNow Store
   • Solution: Check network connectivity to the ServiceNow Store, verify proxy settings if applicable

2. No plugins found for update

   • Cause: The store data may not be refreshed or all plugins are already up to date
   • Solution: Wait for the store to refresh or manually check for updates in the Application Navigator

3. Updates failing for specific plugins

   • Cause: Plugin-specific issues or dependencies
   • Solution: Check the error message in the logs and try updating the plugin manually

Restarting Failed Updates

If updates fail for some plugins, you can retry by:

1. Adding the successfully updated plugins to the skip list
2. Running the update process again

Best Practices

1. Schedule during off-hours: Run updates during periods of low system usage
2. Skip critical applications: Add mission-critical applications to the skip list
3. Test updates: Consider testing updates in a sub-production environment first
4. Monitor logs: Regularly check the logs to ensure the update process is working correctly
5. Adjust batch size: Fine-tune the batch size based on your instance's performance

Technical Details

The main script include, UpdateAllPlugins, performs these operations:

1. Refreshes the store data to get the latest plugin information
2. Queries the sys_store_app table for updatable plugins
3. Processes updates in batches as defined by the batch size property
4. Logs detailed information about the update process
5. Returns a summary of the update operation

Support

For issues with this application, please contact your ServiceNow administrator or the application developer.