Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • You can migrate common customizations and configurations for various features from ITSM Agent Workspace to Service Operations Workspace for ITSM using the on-screen migration utility. With this migration, you will not have to rebuild these features in Service Operations Workspace for ITSM. For these features, you can migrate any specific record types and elements or all of them.

    Migration process

    Important:
    Run the migration 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 an update set.

    Perform the following steps in your non-production instance.
    1. Install the Migration Utility for Service Operations Workspace application. See Install the Migration Utility for Service Operations Workspace.
    2. If you have custom ITSM tables to migrate, specify them in the sn_sow_migration.itsm_aw_migration_tables system property. This migrates associated list categories, modules, list actions, related list actions, and New record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM. See Configure the migration of a custom ITSM table from ITSM Agent Workspace to Service Operations Workspace for ITSM.
    3. Create a basic authentication configuration (sys_auth_profile_basic) to authenticate the Table API. The migration utility uses this API to create, update, and delete records. See Create a basic authentication configuration to migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM.
    4. Create an update set to record changes made to Service Operations Workspace for ITSM during migration. See Create and select an update set as the current set.
    5. Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM using the migration utility. See Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM.
    6. If the migration works as expected in your non-production instance, move your changes to production using the update set.
    Note:
    The logged-in admin user credentials must match the credentials used for basic authentication. This is required for successful migration from ITSM Agent Workspace to Service Operations Workspace for ITSM.