Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM

    This migration process enables ServiceNow customers to transfer search configuration settings from the ITSM Agent Workspace (ITSM AW) to the Service Operations Workspace (SOW) within the ITSM application. It ensures continuity and consistency of search functionality when moving to the newer workspace interface. The migration utility automates identifying eligible records, transferring configurations, and aligning search source mappings between the two workspaces.

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    How the Migration Utility Identifies and Migrates Search Configurations

    • The utility filters application search source records linked to the ITSM AW master config and compares them against those mapped to the SOW context config.
    • It identifies search sources unique to ITSM AW that are not yet mapped to SOW and creates equivalent mappings in the SOW context configuration.
    • If common search sources exist but have differing order values, the utility updates SOW mappings to match the ITSM AW order.
    • Search view configuration records from ITSM AW are copied to corresponding SOW search view config records.
    • The globalSearchDataConfigId page property is updated to reference the SOW context config, ensuring the correct configuration is used in the workspace.

    Migration Process Details

    • The utility starts by retrieving global search configuration references from ITSM AW.
    • Migration proceeds only if the search engine type is zing; otherwise, it halts.
    • It queries and compares search sources in both ITSM AW and SOW, identifying unique sources and updating mappings accordingly.
    • New records are created in the application search source mapping table to reflect SOW context mappings.
    • Search view configurations are duplicated from ITSM AW to SOW, and relevant page properties are updated to the out-of-the-box (OOB) SOW context config.

    Post-Migration Tasks

    After migration, customers should verify that search configurations in SOW align with those previously configured in ITSM AW and are functional. Adjustments to the migrated search settings can be made within SOW to meet specific operational needs.

    Related Migrations

    This migration is part of a broader set of utilities supporting transition from ITSM Agent Workspace to Service Operations Workspace, including migration of UI actions, layouts, ribbons, view rules, form headers, agent assist features, list actions, and more, ensuring a comprehensive workspace upgrade.

    Migration of the search configuration from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the eligible form header records and the migration process.

    How the migration utility identifies search configuration for migration

    The migration utility in SOW identifies the eligible set of search configuration records to be migrated based on the following sequence:
    1. Filters the application search sources records (sys_search_source) that are mapped to ITSM Agent Workspace master config record using the m2m_search_context_config_search_source table.
    2. Checks the application search sources that are mapped to SOW context config record.
    3. Searches each filtered record that are mapped to ITSM Agent Workspace master config record and checks if that record is not mapped to SOW context config record to identify the search sources which are unique to ITSM Agent Workspace only and not mapped to SOW context config record.
    4. For all those unique search records that are mapped to ITSM Agent Workspace, the SOW migration utility creates similar mapping to SOW context config record at m2m_search_context_config_search_source table.
    5. If common search sources mapped between ITSM Agent Workspace and SOW are found and the order of the mapping is differed in SOW from ITSM Agent Workspace, the SOW migration utility updates the order from ITSM Agent Workspace mapping to SOW mapping.
    6. Migrates the values of ITSM Agent Workspace search view config record to SOW search view config record.
    7. When both the search view config and the search sources are mapped to SOW from ITSM Agent Workspace, the SOW migration utility updates the globalSearchDataConfigIdSOW page property to reflect SOW context config record available in the base system.

    How the migration works

    The SOW migration utility uses the following sequence to migrate the search configuration records from ITSM Agent Workspace to SOW:
    1. Searches the reference record for Global Search Data Config and Global Search View Config using the sys_aw_master_config table in ITSM Agent Workspace.
    2. Determines the Search engine type in the Global Search Data Config record. If the search engine is zing then migration proceeds. Else, the migration process stops.
    3. Using the Global Search Data Config record, a query is run on the Application Search Sources (m2m_search_context_config_search_source) table to retrieve all the search sources.
    4. Using the SOW search context config available in the base system, a query is executed on the Application Search Sources (m2m_search_context_config_search_source) table to retrieve all the search sources.

      The SOW search context config exists as a record in the sys_search_context_config table and sys_id can be found at SOW page property called globalSearchDataConfigId.

    5. Compares between the search sources by executing a query on the Application Search Sources (m2m_search_context_config_search_source) table using Global Search Data Config record (ITSM Agent Workspace search sources) and SOW search context config record (SOW search sources), to find unique search sources mapped to ITSM Agent Workspace but not SOW.
    6. If the order value of a SOW search source is different than the order value of the ITSM Agent Workspace search source at the Application Search Sources table, the SOW migration utility updates the SOW search source with the same order value as in mapped in ITSM Agent Workspace.
    7. Creates record in the Application Search Sources (m2m_search_context_config_search_source) table with SOW context config record that is available in the base system and searches the unique sources that are found by comparing the ITSM Agent Workspace search sources and SOW search sources.
    8. Opens the Global Search View Config reference record that is retrieved using the sys_aw_master_config table in ITSM Agent Workspace and copy all the values to SOW view config record (SOW page property with name global_search_configurations). The SOW view config record is available in the base system.
    9. Updates the SOW page property globalSearchDataConfigId to have OOB SOW context config record.