SM9.4x Hybrid then back to Codeless and Codeless to Hybrid

If we choose to go from SM9.21 to 9.4x Hybrid, might we ever need to switch to Codeless?  If so, could we and how is that done?

Conversely, if we go from SM9.21 to Codeless, might we need to switch to Hybrid?  If so, could we and how is that done?


Stacy Whetzell

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  • Thanks to all.

    Followup question:

    What are the pros and cons of Codeless vs Hybrid?

  • Hybrid was mainly developed for highly customized environments where it is not very easy for customers to jump from legacy to codeless. So advantage of hybrid is mainly that you can still use some legacy features while leveraging PD based workflows and slowly try to transition to complete codeless over a period of time. 
    Officially there are no cons to quote for hybrid, however you have to maintain the mixture of legacy (like format control calculations etc) and PD based rulesets. So it is good that the entire transition is done under an experienced person who not only just knows SM but also knows the environment/customizations properly. 

    If most of the data is oob, and there are not many legacy customizations to retain which can be easily migrated to PD then direct codeless is the easier path to take.
    If you check the SM Process Designer hybrid guide attached in my last post, pg#5 and 6, it gives you module wise classification of how the module is implemented in codeless vs hybrid. 


  • Hello Stacy,

    it is from SM Help center.

    Service Manager modes: Classic, Codeless, and Hybrid

    In versions of Service Manager before 9.40, Process Designer functionality for Help Desk modules and for Change Management was available only through content packs (most recently, Process Designer Content Pack 9.30.3). Beginning with Service Manager 9.41, Service Manager is available in three modes:
    •Service Manager Classic, which retains legacy workflows and functionality, with the exception of the Service Level Management and Knowledge Management modules, which are re-factored to use Process Designer-based workflows.
    •Service Manager Codeless, in which Process Designer workflows and functionality are fully implemented in the Service Desk, Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management modules.
    •Service Manager Hybrid, in which Process Designer technology is fully implemented, yet that allows you to continue using legacy technology such as Format Control. Service Manager 9.41 Hybrid eases the transition between Service Manager Classic and Service Manager Codeless by enabling you to continue to take advantage of your previous investment in legacy technology. This mode is available only to customers who are upgrading from a Service Manager 9.3x system that has Process Designer Content Pack 9.30.2 (PDCP3) applied.

    Support Engineer

    Thank you for using the HPE Community. If you find that this or any post resolves your issue, please be sure to mark it as an "accept as solution".

  • so sorry.  I do now know what PFA means?

    Please define



  • Verified Answer

    Hi Stacy,

    • 9.41 Hybrid (Change/Problem/Request/KM/SLM modules are PD enabled, and Non-PD Request module can be activated again)This option need 2 additional upgrades: 9.21 > 9.31, 9.31 > 9.31 PD 9.30.2. 

    With this option, you can still keep Service Desk & Incident modules as Non-PD, and activate Non-PD Request module again. And you can enable PD Service Desk/Incident modules one by one later. Very easy to migrate from Hybrid to Codeless mode, since you just need to use a category with new PD workflow (not migrated workflow) when create a ticket.

    You can NOT directly upgrade from 9.21 to 9.41 Hybrid, you need firstly upgrade from 9.21 to 9.31, apply PD 9.30.2 (to enable PD Change module), and then upgrade to 9.41 Hybrid.

    • 9.41 Codeless (Service Desk/Incident/Request/Change/Problem/KM/SLM modules are PD enabled)This option need 2 additional upgrades: 9.21 > 9.31, 9.31 > 9.31 PD 9.30.3.

    With this option, you can get all benefits from PD (easy future upgrade, easy/central/visual console to manage workflow, …).

    You can NOT directly upgrade from 9.21 to 9.41 Codeless, you need firstly upgrade from 9.21 to 9.31, apply PD 9.30.3 (to enable PD Service Desk/Incident/Problem/Change modules), and then upgrade to 9.41 Codeless.

    Codeless upgrade took more time than Hybrid upgrade, since you need time to setup new PD workflow (ruleset) and train end users...


    SM RnD Upgrade Factory


  • I just remembered that PFA is Please Find Attached.  Duh Me!

    Thanks so much