Claim Outcomes to Review related list

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Claim Outcomes to Review related list

    The Claim Outcomes to Review related list in ServiceNow is essential during system upgrades as it displays outcomes that need to be reviewed and resolved. It provides visibility into the status of records impacted by the upgrade process, helping administrators ensure system integrity and customizations are preserved.

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    Key Features

    • Claim Status Field: Indicates the outcome of actions performed on records during upgrades, such as Inserted, Updated, Deleted, or Skipped, among others.
    • Claim Status Outcomes: Indicates whether records need review, are in conflict, or have been successfully loaded without issues.
    • Priority Levels: Helps prioritize conflicts based on their importance, allowing administrators to focus on critical issues first.
    • Resolution Status: Tracks whether records have been reviewed, retained, or reverted, providing clarity on the status of each record.
    • Comments Feature: Allows users to document actions taken on records for future reference, enhancing collaborative review processes.

    Key Outcomes

    By utilizing the Claim Outcomes to Review related list, ServiceNow customers can:

    • Identify and resolve issues encountered during upgrades efficiently.
    • Maintain control over customizations and ensure no crucial updates are overlooked.
    • Enhance documentation and communication around changes made during the upgrade process.
    • Streamline the review process to minimize conflicts and ensure system stability post-upgrade.

    During system upgrades, the Claim Status tab displays outcomes to review and resolve. See the Claim Status field in the table below.

    By default, the list is filtered by Disposition Skipped Error, Disposition Skipped Manual Merge, Disposition Skipped, or Disposition Skipped (second pass), and the resolution status is either empty or not reviewed.

    Navigate to System Diagnostics > Upgrade History to view the Claimed Outcomes to Review related list.

    Table 1. Claimed Outcomes to Review related list
    Field Input Value
    File name Name of skipped Upgrade Detail record.
    Disposition Action performed on this file during the selected upgrade:
    • Inserted: The system inserted a new record.
    • Updated: The system updated this record.
    • Deleted: The system deleted this record.
    • Skipped: The system did not change this record in order to preserve customizations.
    • Reverted: This record was reverted to the base version.
    • Table not found: The system could not find the table that contains this record.
    • Unchanged: The system did not change this record because the baseline component has not changed since the last release.
    • Skipped Manual Merge: The system did not change this record because updating it requires manual intervention.
    • Skipped Apply Once: The system skipped this record because it had already applied an update from an xml file in the apply once folder.
    • Not Latest: The system applied a change, but this change was overwritten later during the same upgrade.
    Claim Status Outcomes:
    • N/A: There are no claims on the record (no need to review)
    • Won conflict: The loading application loaded the file but is in conflict with the previously loaded file. Recommendation: Review the two versions of the file to confirm your intended outcome.
    • No conflict: The installing application loaded the file without any conflicts; however, there may be one or more applications loading the same file so it is still recommended to review the outcomes.
    • Lost conflict: The file was not loaded because another application has a better claim on the file. Recommendation: Review the two versions of the file to see which should be loaded (or if they should be merged).
    Priority Relative importance of the conflict that caused the skip based on the following criteria:
    • 1: UI pages, UI macros, and more
    • 2: Business rules, security ACLs, and more
    • 3: Reports and more
    • 4: Form sections, choice sets, and more
    • 5 Everything else
    Resolution
    • Not reviewed: Records which have not been reviewed
    • Reviewed: Records which have been reviewed
    • Reviewed and Merged: Records which have been reviewed and have both the old and new changes
    • Reviewed and Retained: Records which have been reviewed and have retained the updates from the latest upgrade
    • Reviewed and Reverted: Records which have been reviewed and have reverted changes to the base system
    Comment During the process of resolving a skipped update, you have the option to add a Comment to any record. For example, the comment might explain the action that you took to future reviewers.
    Target name Name of the record corresponding to the current file.
    Plugin Plugin that contains the record.
    Type Current file type (such as Business Rule or UI Policy).
    Table Table that contains the record.