Resolve conflicts for an individual record

task australia Updated Sep 10, 2026 1 min read uc-resolve-conflict.md

Raw file servicenow.com

Reconcile differences between your customized record and the changes associated with the upgrade.

Before you begin

Role required: admin

Procedure

From the Upgrade Details form for the record you are reconciling, click Resolve Conflicts.

The system displays the Resolve Conflicts form, which highlights differences between the two versions of the record. The form displays information about the base system record on the left and the customized record on the right.

Note: The system creates a new customer update record when you click Resolve Conflicts.
Compare the base system with the customized record for each field on this form.

For non-script fields, edit the customized record on the right-hand side to include what you want from the base system and the customization.
If this record contains a script, check it for conflicts and resolve.
1. Click inside the Script field.
  
  The system displays the Resolve Conflicts - Script form highlighting areas where the two versions of the script differ.
2. Edit the right-hand side so that the script contains whichever content you want. To move a block of code from the left to right side, click the small arrows corresponding to that block in the middle column.
3. Click OK.
  
  The system returns to the Resolve Conflicts form.
To save your changes to the record, click Save Merge.

The system sets the Resolution for this record to Reviewed and Merged.

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---
title: Resolve conflicts for an individual record
description: Reconcile differences between your customized record and the changes associated with the upgrade.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/platform-administration/upgrade-center/uc-resolve-conflict.html
release: australia
product: Upgrade Center
classification: upgrade-center
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Scheduling and monitoring an upgrade, Using Upgrade Center, Upgrade Center, Upgrade, Administer the ServiceNow AI Platform]
---

# Resolve conflicts for an individual record

Reconcile differences between your customized record and the changes associated with the upgrade.

## Before you begin

Role required: admin

## Procedure

1. From the [Upgrade Details form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-administration/upgrade-center/uc-upgrade-details-form.md) for the record you are reconciling, click **Resolve Conflicts**.

The system displays the [Resolve Conflicts form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-administration/upgrade-center/uc-resolve-conflicts-form.md), which highlights differences between the two versions of the record. The form displays information about the base system record on the left and the customized record on the right.

**Note:** The system creates a new customer update record when you click **Resolve Conflicts**.

2. Compare the base system with the customized record for each field on this form.

For non-script fields, edit the customized record on the right-hand side to include what you want from the base system and the customization.

3. If this record contains a script, check it for conflicts and resolve.

1. Click inside the Script field.

The system displays the Resolve Conflicts - Script form highlighting areas where the two versions of the script differ.

2. Edit the right-hand side so that the script contains whichever content you want. To move a block of code from the left to right side, click the small arrows corresponding to that block in the middle column.
3. Click **OK**.

The system returns to the Resolve Conflicts form.

4. To save your changes to the record, click **Save Merge**.

The system sets the **Resolution** for this record to **Reviewed and Merged**.