New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

    This document explains the migration process of new record menu items from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM in the Zurich release. This migration is essential to ensure that new record menu items configured in the Agent Workspace are properly transferred and available in the Service Operations Workspace without duplication, enabling a seamless user experience in the updated workspace environment.

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    Migration Process

    • Scope of Migration: Only active records from specific tables, defined by the system property snsowmigration.itsmawmigrationtables, are migrated.
    • Key Table: The New Record Menu Item [sysawnewmenuitem] table contains the active menu items targeted for migration.
    • Identification: The migration utility identifies items to migrate by checking active records in the Agent Workspace that are not already present in the Service Operations Workspace to avoid duplicates.
    • Duplicate Handling: Only one copy of duplicate active records is migrated.

    How the Migration Utility Works

    1. Retrieves existing new record menu configurations for the Service Operations Workspace by querying the UX Page Property [sysuxpageproperty] table, specifically looking for the Service Operations Workspace page and the chrometab property that stores new record menu items.
    2. Identifies tables already present in SOW configurations to exclude them from migration.
    3. Searches for active new record menu items in Agent Workspace that belong to tables listed in the migration system property.
    4. For each eligible record not already migrated, creates a JSON object representing the menu item with details such as label, routing information, and creation conditions.
    5. Appends this JSON to the existing chrometab configuration in SOW to complete the migration of the new record menu item.

    Post-Migration Steps

    • Verify that the migrated new record menus in Service Operations Workspace match those previously configured in ITSM Agent Workspace and function correctly.
    • Adjust or update the migrated new record menu settings in SOW as needed to align with organizational requirements.

    Practical Benefits for ServiceNow Customers

    • Ensures continuity of new record menu items when transitioning from ITSM Agent Workspace to Service Operations Workspace.
    • Prevents duplication and conflicts by intelligently identifying and migrating only the necessary records.
    • Facilitates a smooth workspace upgrade while preserving essential menu configurations critical for end-user productivity.

    Migration of the new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying new record menu items for migrations, and the migration process.

    System property

    sys_property: sn_sow_migration.itsm_aw_migration_tables

    Records corresponding to only these tables are migrated from ITSM Agent Workspace to Service Operations Workspace.

    Table used for migration

    New Record Menu Item [sys_aw_new_menu_item]: Contains the active records to migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM.

    How the migration utility identifies new record menu items for migration

    The Service Operations Workspace migration utility identifies the new record menu items to migrate based on the following information:
    • Active records of ITSM Agent Workspace table specified by the New Record Menu Item [sys_aw_new_menu_item] table.
    • The records of a table already mentioned in the new record menu item configuration for Service Operations Workspace aren’t migrated to avoid duplicates.

    The utility migrates only a copy of an active record if duplicate active records are specified in the New Record Menu Item [sys_aw_new_menu_item] table.

    How the migration works

    The Service Operations Workspace migration utility uses the following sequence to migrate new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM. All these actions are done by the utility.

    1. Searches for the current new record menu item configuration for Service Operations Workspace.

      Queries the UX Page Property [sys_ux_page_property] table for the following:

      • Service Operations Workspace page (aa881cad73c4301045216238edf6a716 is the sysId for Service Operations Workspace page record).
      • chrome_tab (Name for UX page property record that stores a new record menu item for Service Operations Workspace)
    2. Uses the record obtained from Step 1 to search for tables that are already part of the new record menu item for Service Operations Workspace.
    3. Ignores the existing tables during migration to avoid duplicates.
    4. Searches the records of the New Record Menu Item [sys_aw_new_menu_item] table whose field values are set as follows:
      • active is true
      • workspace is Agent Workspace
      • table is one of sn_sow_migration.itsm_aw_migration_tables.

      For each record, if the table name isn’t a part of existing tables and if the same table name isn’t processed earlier, then the migration utility creates a JSON object.

    5. Creates a JSON object that contains data corresponding to each record as follows:
      { 
                    "label": { 
                        "translatable": true, 
                        "message": "New " + tableLabel 
                    }, 
                    "routeInfo": { 
                        "route": "record", 
                        "fields": { 
                            "table": table, 
                            "sysId": "-1" 
                        }, 
                        "multiInstField": "sysId" 
                    }, 
                    "condition": { 
                        "tableDescription": { 
                            "table": table, 
                            "canCreate": true 
                        } 
                    } 
};
    6. Adds the code to the existing chrome_tab JSON value for the new record menu.