Customer Update: ServiceNow Integration – Version 1.7 Defect 

We want to make you aware of an issue identified in version 1.7.103 of our ServiceNow integration. 

 Impact 

• Version 1.7 introduced a defect that reclassifies computers as virtual machines during the software import. While technically accurate in certain cases, these changes may occur against customer expectations due to the integration not explicitly following the defined class mappings configured in the integration. 
• To prevent further impact, version 1.7 has been withdrawn from the ServiceNow Store. 
• Customers must remain on version 1.6, which avoids the reclassification defect but still contains a known issue where some virtual machines may be reverted to computers. While less disruptive, this can limit functionality in certain environments. 

Current Status 

• Customers who are not ingesting virtual machines into the VM Instance table will see no impact if they remain on version 1.6. 
• Customers already running version 1.7 in production cannot roll back to version 1.6 and may continue to experience CMDB disruption until a fix is provided. 
• Our support teams are fully briefed and will be working with customers who are impacted once a path forward is identified. 

Resolution and Next Steps 

• We are prioritizing a hotfix for version 1.7 and will share an updated timeline for release shortly. 
• Customers currently on version 1.6 should remain there until the updated version is available. 
• Customers already on version 1.7 should contact Support for guidance and assistance in managing the impact until the hotfix is released. 
• If you are impacted by this, please be sure to log a ticket so our support team can keep you informed as things develop. 

We apologize for the disruption and are working urgently to deliver a resolution. Please reach out to your support contact if you have questions or require immediate assistance.