Answer · For VP Infrastructure & Applications, Platform Owner
How do you avoid skipped upgrade items in ServiceNow?
Short answer
You can't avoid every skipped item, because ServiceNow creates one whenever an upgrade touches a record you customized. Customize less, return records to out-of-box where it makes sense, and process the list on every upgrade so nothing carries into the next release.
Last reviewed Nov 2, 2026
Key takeaways
- A customized record touched by an upgrade creates a skipped item.
- Merge, revert or review each one, then test.
- Report the number carried forward, with zero as the target.
Sources
ServiceNow Docs
Process the skipped records list (Zurich release; check your release)
Opened Nov 2, 2026
Open source ↗
Who answered this
GCC Now solution lead. GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.
Platform Owner's Office →Related questions
Why does ServiceNow skip records?
An upgrade doesn't overwrite a record you customized. It logs it for you to resolve.
Can we reach zero skipped items?
Zero carried forward is the target. Zero created isn't, unless you have no customization.
Put your own numbers against this.
By ANSR × inMorphis. A named lead from each firm joins your first call.