| ITSM Agent Workspace is deprecated, and is no longer supported by ServiceNow. |
The Migration Utility for Service Operations Workspace (SOW), available for free in the ServiceNow store, allows an administrator to easily migrate common configurations and customizations applied in ITSM Agent Workspace to Service Operations Workspace for ITSM.
The administrator can choose how to migrate:
- Partial migration – select a few features to migrate and return at any time to migrate the remaining features
- Complete migration (the default) – migrate all the features at once
Note: Once a feature has been successfully migrated, it cannot be migrated again.
What's new
What’s new for the utility:
- 2.1:
- During migration, the utility creates separate update sets, one for each SOW scoped application
- In the unlikely event any features fail to migrate, you can re-run the migration for them once you have corrected the error(s)
- 2.0:
- Initial release
What can be migrated
Most common configurations and customizations
- UI actions and layouts
- Ribbon
- View rules
- New record menu items
- Highlighted fields in lists
- List actions
- List categories and modules
- Form headers
- Search configurations
- Agent assist
- Related list declarative actions
- Field decorators
For the following tables and record types:
- Incident Management
- Interaction Management
- Change Management
- Problem Management
- Knowledge Management
- Request Management
- Tasks
- Configuration item
- Lists
- Custom ITSM tables (see the documentation for more details)
What does not need to be migrated
These features already work for both ITSM Agent Workspace and Service Operations Workspace, so do not need to be migrated:
- Workspace notifications
- Agent chat
- Activity stream configuration
- Record tags
- Email client
- Templates
- Agent assist cards
- Form annotations
- List export, import, refresh prompt
What cannot be migrated
These features are specific to ITSM Agent Workspace so cannot be migrated:
- Landing page
- Landing page permission
- Workspace roles and permission
- User permission
- Branding colors logo
- Look up and verify
- Workspace module
Before installing or using the utility
Before you install or start using the utility on your non-production instance. Make sure you:
- Either have a system backup that you can restore from OR you have a way to re-clone over your non-production instance
- Avoid any conflicting work streams until you complete the migration
That way, in the unlikely event any features fail to migrate (and you are not able to correct the errors before you re-run the utility), or you are not satisfied with the desired outcome, you have a clean place to return to from before you started migrating.
Installing the utility
| Important: You should only install the utility in your non-production instance. If the migration to SOW for ITSM works as expected in the non-production instance, you can move the migration changes to a production instance using the migration update sets |
To install the utility:
- Navigate to: System Definitions > Plugins
- Search for and select: Migration Utility for Service Operations Workspace
- Select Install then Install
Wait for the installation to complete - Close the Installation modal
- Log out of ServiceNow and back in again otherwise you may not see the utility in the menu
Using the utility
| Important: You should only run the utility in your non-production instance. If the migration to SOW for ITSM works as expected in the non-production instance, you can move the migration changes to a production instance using the migration update sets |
Start the utility
- Navigate to: Service Operations Workspace Admin Center > Migrate from ITSM Agent Workspace to SOW
Complete the prerequisites
The utility walks you through the prerequisite steps:
| 1 |
Switch to scope Service Operations Workspace Core
|
| 2 |
Select and test a basic authentication user
|
| 3 |
Create a base migration update set
|
| 4 |
Set the current update set as the base migration update set
|
Now that you have completed the prerequisites, you can select Start migration.
Migration – All 4 prerequisites completed
Select the features to migrate
Select the features that you want to migrate on your non-production instance:
- Partial migration – select a few features to migrate and return at any time to migrate the remaining features
- Complete migration (the default) – migrate all the features at once
Note: Once a feature has been successfully migrated, it cannot be migrated again.
Migration – Selected features
When you have selected the features to migrate, select Next.
Review the confirmation, and when you want to proceed with the migration, select Confirm the migration.
Migrate
The migration will run. Wait until the migration completes which may take a few minutes.
When the migration completes, you can:
- View migration details – to see the features that were migrated with additional information to help with your testing:
- If any features fail to migrate, for example, due to data issues, navigate to the logs to look at a specific error message(s), then correct the errors before you re-run the utility for those features
- If you run into any issues you cannot resolve, please create a ServiceNow Support Case with the details
- View update set(s) – to see the update set(s) that were created/updated during the migration. You can download the update set(s) now, or if you plan to download them later, view the update set(s) so you can make a note of the URL to make it easy to get back to them
Test
Test that Service Operations Workspace for ITSM is behaving as you expect now that you have migrated the selected features from ITSM Agent Workspace.
Example of ITSM Agent Workspace with customizations
- List page:
- Custom list category and module
- Custom action
- Record page:
- Custom header
- Custom action and UI group
- Custom ribbon
- Field decorator
- Field highlighted value
- Related list action
Example when migrated to SOW
Continue migrating
If you did a partial migration, you can re-run the utility to migrate additional features.
Next time you run the utility, select Continue migration, to select features.
Mark the migration complete
When you have finished migrating all the features that you want, select Mark the migration complete, then Mark complete.
Note: Even when you mark complete, you will still be able to access the utility, it is just an indicator to say you have done what you wanted with the utility.
Apply updates to another instance
- Navigate to the update set(s):
- If you made a note of the URL to the update set(s) earlier, use that to navigate
OTHERWISE - Navigate to: System Update Sets > Update Sets
- Filter by the base migration update set name you provided earlier
- If you made a note of the URL to the update set(s) earlier, use that to navigate
- Mark the update set(s) as Complete
- Open each update set, and select Export to XML
Note: The order that you download the update sets is not important - Download the update set locally, and name it to help you apply it to your other instances later
- Now you can upload and apply the update set(s) on your other instance and test everything is working as expected with Service Operations Workspace for ITSM
Note: The order that you upload and apply the update sets is not important
Next steps
If you run into any issues related to migrating, please create a ServiceNow Support Case.
For more information:
- Migration Utility for Service Operations Workspace on the ServiceNow store.
- Migration Utility for Service Operations Workspace documentation.
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