Base system update conflict: customization overlaps with upgrade change

Modified out-of-box fields, business rules, or script includes that conflict with new upgrade changes to the same records. (high likelihood)

Customized UI policies, client scripts, or ACLs on base system tables that overlap with upgrade modifications. (high likelihood)

Direct modifications to base system workflows, notification rules, or scheduled jobs that are being updated in the new release. (medium likelihood)

Custom dictionary overrides or table extensions that conflict with base system schema changes in the upgrade. (medium likelihood)

Modified system properties or application configurations that are being changed by the upgrade package. (low likelihood)

Step 1: Navigate to System Definition > Upgrade History and locate the specific upgrade conflict record to identify the affected table and record.

Step 2: Review the conflict details in the upgrade log to understand what base system changes were skipped and what customizations are causing the overlap.

Step 3: Navigate to System Definition > Update Sets > Retrieved Update Sets to examine the skipped update set and compare the intended changes with current customizations.

Step 4: Create a backup update set containing your current customizations before making any changes to preserve your modifications.

Step 5: Evaluate whether your customization is still necessary or can be replaced by the new base system functionality provided in the upgrade.

Step 6: If customization is still needed, manually merge the base system changes with your customizations by creating a new version that incorporates both sets of changes.

Step 7: Test the merged solution thoroughly in a sub-production instance before applying to production to ensure both upgrade improvements and custom functionality work correctly.

Step 8: Document the resolution in the upgrade conflict record and mark it as resolved to maintain a clear audit trail for future upgrades.