Ticket-based IT Experience 2.0.0 Update Guide

Deep-dive guide for Service Administrators on how to update to version 2.0.0 of the Ticket-based IT Experience application.

1. Check Release notes
2. Update your application version
3. Fix script
4. Review the application update log
   1. Handling update conflicts
5. Updating from application version 1.4 or older
6. CustomConfig changes
7. Table changes
8. New Application menu
9. Mapping Happysignals instance
10. Inbound Integration
    1. Transform processing for response imports
11. New survey channels
    1. Teams
    2. Portal
12. Tracking sent surveys from ServiceNow
13. General updates
    1. Data preserver
    2. Mapping language code differences
    3. Worknote message mapping
    4. Script changes
    5. Other changes
14. Post update checks
15. HappySignals Support

Check Release Notes

First, check out the Release Notes for an overview of what's new in this version.

Update your application version

Always update your sub-production instances first and only then proceed to update your production instance.

In your ServiceNow instance navigate to System Applications > All Available Applications > Installed.

Find the application you want to update and click the "Update" button.

Let the update run through, this usually takes a minute or two. 

Review the application update log

Once the update has been completed, click on the "View update log" button to see what records have been updated and what have been left untouched by the update process.

ServiceNow protects any customisations you might have done in the application and will not apply updates to any records that have been altered by the client.

Handling update conflicts

HappyConstants (Script Include)

This version introduces a number of new configuration constants which need to be merged into the script if modifications have been made to the default version. Compare and review your version against our latest version and merge changes as needed.

HappyLinkCreator (Script Include)

This version changes the structure and methods of the HappyLinkCreator class heavily. If your version differs from our latest version, we suggest to revert the script to the base system. If needed contact our support to migrate your customisation to new version.

happysignals_vote (Mail Script)

This version introduces a number of changes that affects the logic of the Mail Script. Compare and review your version against our latest version and merge you customisation to our latest version as needed.

HappySignals Feedback Inserted (Business Rule)

This version changes the name and script content of this business. Revert this business rule to it's base system version and move your changes to the HappyConstants script include where appropriate.

File Deletions:

ServiceNow does not automatically apply record deletions published by the developer and these need to be applied manually after the update. To apply deletions, list the skipped changes and filter them by file name where the name is one of:

sys_script_email_e1544e93dbd657409b18735a8c9619bc
sys_properties_category_m2m_e1ee77931b0b5110d688c80f034bcbd8
sys_script_email_6ecd8662db74d700dfd83c9b7c96197d
sys_script_email_455eca62db74d700dfd83c9b7c961900
sys_script_email_1526a512dbbc9700dfd83c9b7c961920
sys_security_acl_role_215de3c94764e2107b4db01b516d4351

Then use "Revert to Base System" on each record to apply the deletion.

For more information about the deletions, see the list below:

 

Updating from application version 1.4 or older

When updating from application version 1.4 you need to first do record deletions within the application in your ServiceNow instance. Needed deletions are described in the link below

Ticket-based IT Experience 1.5.0 Update Guide

When updating from version 1.5.0 this is not needed.

Fix script

Make sure that the fix scripts are run as part of the update as the survey table has a new status field and fix script updates status values to previously created responses.

If your QA/test environment has recently cloned data then checking how long the update takes is a good reference on how long the production update might take as there might be tens of thousands of surveys in the table that need to be updated with the new status information.

CustomConfig changes

Due to changes made by ServiceNow, HappyCustomConfig script include needs to be changed to Scripted Extension Points. If you are using a HappyCustomConfig you just need to link to the new Scripted Extension as an Extension instance, this can be done in sys_extension_instance table by creating a new instance and linking it to the x_pgo_happysignals.HappyCustomConfig  that came with the update.

Steps for doing this.

First change the scope to where you have your CustomPortal script

Open sys_extension_instance.list -> add New

Create a new instance by selecting the existing CustomConfig as a Class attribute and as Point the x_pgo_happysignals.HappyCustomConfig 

After this you need to go the Scripted Extension and check that there is only the new instance added as all instances are run and they are run in the order set by order numbers. 

You can have multiple instances but note that all active ones are run in the order specified. 

Table changes

Table x_pgo_happysignals_happysignals_feedback label has been changed to HappySignals Surveys and new fields have been added to the table.

New Application menu

Application menu structure has been changed to reflect changes to table and include new survey channels.

Mapping Happysignals instance

Map your ServiceNow instances to their expected HappySignals platform counterpoints. This is done in the script include HappyConstants, as shown below.

Data preservers

Added Data Preserver to prevent instance-specific HappySignals connection details (Endpoint, Shared Secret and API-key) getting copied between environments on instance clones.

If you are using Clone Profiles you might need to include the new Data Preservers to profiles where you want to use them.

Mapping language code differences

New constant for mapping language code differences between ServiceNow and HappySignals.

Worknote message mapping

New constant for customizing worknote content, this is to enable custom content without the need to change underlying business rules.

Script changes

• HappyLinkCreator - createLink now returns object instead of a URL object format is
  • {url:survey link, survey_record: Survey GlideRecord}

• HappyLinkCreator calls to global.HappyCustomConfig extension script include has been replaced by scripted extension point
• HappySurveySender new script include that handles the survey delivery to Teams.

Other changes

• Improved date and time handling between ServiceNow and HappySignals.  ServiceNow app will now align with HappySignals Analytics’ time and use GMT time, rather than the system’s time zone.
• Translated data values are now collected in ServiceNow system language (when English translation is available)
• Anonymous yet unique responder identifier is now included in HappySignals data by default.
• Disabling response rate calculation for specific tables has been deprecated.