How to Verify a Successful Upgrade

Tenable provides support for the most recent version of the Tenable applications within ServiceNow, and most support issues are caused by an unsuccessful upgrade. If requesting support, please follow the steps below to provide proof of successfully updating the Tenable applications to the newest available version.

Method 1: Support Collection Script

Tenable support provides a script on our support page to gather upgrade information without the need for you to provide any screen shots as verification:

Tenable Service Now App Support Collection Script

Method 2: Provide Verification Screenshots

If you are unable to run the support collection script, you can provide screen shots to show completed the successful upgrade.

  1. Provide a screenshot of the current version of the Tenable plugins.

    Note: This screenshot shows the user has not updated all of their plugins to the latest version. They will need to update to the newest version to receive support.

    Note: This screenshot shows the user has updated all of their plugins to the latest version.

  2. Provide screenshots of the Upgrade History and Reviewed Skip Logs for each plugin.

    Note: This screenshot shows that the skipped changes have not been reviewed.

    Note: This screenshot shows the user has not manually reviewed all skipped changes. They will need to complete this step to successfully upgrade and receive support.

    Note: This screenshot shows the user has reviewed all skipped changes.

    Caution: It is important to manually review each of the skipped changes and follow the instructions for the upgrade to be considered successfully completed. If you batch update the resolution field of these records instead of manually reviewing and resolving each one, then the upgrade will not be completed successfully and will need to be redone. To redo an upgrade, you will need to repair each of the Tenable apps and complete the skip log process again.