Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM

    This migration process enables ServiceNow customers to transition UI actions and layouts from the ITSM Agent Workspace to the Service Operations Workspace for ITSM. It involves identifying the appropriate tables, eligible UI actions, and layout records, then executing the migration using an automated utility. This migration ensures that UI actions, which appear as form buttons or list menu items, and their groupings are preserved and functional in the new workspace.

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    Key Features

    • UI Actions and Layouts: UI actions are managed as form buttons or list items, grouped under layouts that serve as containers for these actions.
    • Tables Involved:
      • UI Action [sysuiaction]: Contains UI action and layout configurations.
      • UI Action Layout [sysawformuiactionlayout]: Stores records associated with the agent workspace and determines eligibility for migration.
    • Migration Utility Identification: The utility identifies eligible UI actions by mapping records across key tables including UI Action, UX Form Actions, and UX Form Actions Layout tables.
    • Automated Migration Process: The utility systematically migrates UI action layouts, groups, and input tables, creating new records when necessary to maintain grouping and layout consistency.
    • Grouping of UI Actions: UI actions are grouped only if a corresponding UX Form Actions Layout record exists; otherwise, they appear ungrouped post-migration.
    • Post-Migration Verification: Customers can verify and adjust the migrated UI actions and layouts within the Service Operations Workspace to suit their operational needs.

    What to Expect

    • The migration utility automates the transfer of UI actions and layouts, preserving the structure and grouping from ITSM Agent Workspace.
    • UI actions will appear in Service Operations Workspace consistent with their original configurations but may require verification and customization after migration.
    • If certain layout records are missing, UI actions may be displayed without grouping, which customers can address by updating the layouts as needed.
    • The process supports a smooth transition with minimal manual intervention, saving time and reducing errors during workspace upgrades.

    Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying the eligible UI actions and layout records for migrations, and the migration process.

    UI actions

    UI actions appear either as form buttons or as list items in the UI action menu.

    The form header shows a group of UI actions under a single menu button or a split button.

    To group UI actions, a layout is required, which acts as a container to the group.

    Tables used for migration

    Table name Description
    UI Action [sys_ui_action] Contains UI action and layouts configurations to migrate.
    UI Action Layout [sys_aw_form_uiaction_layout] Contains a set of records (base system or custom) associated with the agent workspace. The migration utility considers these records as eligible for migration. All the group UI actions specified in such UI Action Layout [sys_aw_form_uiaction_layout] record are migrated.

    How the migration utility identifies UI actions and layouts for migration

    The Service Operations Workspace migration utility identifies the eligible set of UI actions to migrate based on the following:

    • UI Action [sys_ui_action] table records that are mapped to the UX Form Actions [sys_ux_form_action] table records.
    • UX Form Actions Layout Item [sys_ux_form_action_layout_item] table records that are mapped to UX Form Actions [sys_ux_form_action] table records.
    • UX Form Actions Layout [sys_ux_form_action_layout] table records that are mapped to the input table.

    How the migration works

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

    1. Searches for UI Action Layout [sys_aw_form_uiaction_layout] table records that are mapped to UI Action Group [sys_aw_form_uiaction_group] records.
    2. Searches for UX Form Actions Layout Group [sys_ux_form_action_layout_group] table records that are mapped to UI Action Layout [sys_aw_form_uiaction_layout] table records. The set of UI actions and the type of grouping must be the same for these records.
    3. If a record isn’t found, creates a UX Form Actions Layout Group [sys_ux_form_action_layout_group] table record.

    The Service Operations Workspace migration utility uses the following sequence to migrate the layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM. All these actions are done by the system.

    1. Searches for UI Action Group [sys_ux_form_action_layout_group] table records that are mapped to UX Form Actions Layout Group [sys_ux_form_action_layout_item] table records.
    2. If a record isn’t found, creates a UX Form Actions Layout Group [sys_ux_form_action_layout_item] table record and maps it to the UI Action Group [sys_ux_form_action_layout_group] table record.

    The Service Operations Workspace migration utility uses the following sequence to migrate input tables from ITSM Agent Workspace to Service Operations Workspace for ITSM. All these actions are done by the system.

    1. Searches for a UX Form Actions Layout [sys_ux_form_action_layout] table record.
    2. If a UX Form Actions Layout [sys_ux_form_action_layout] table record isn’t found, completes the migration and shows grouped UI actions in the record page as ungrouped UI actions.
      Note:
      UI actions are grouped only if a UX Form Actions Layout [sys_ux_form_action_layout] table record is found.
    3. If a record is found, performs the migration using the following sequence:
      1. Checks if the UX Form Actions Layout [sys_ux_form_action_layout] table record is unified.

        For unified records, the use_layout_items_only field is selected.

      2. Completes the migration if the record isn’t unified.
      3. Searches for Sys Ux M2m Action Layout Item [sys_ux_m2m_action_layout_item] table records that are mapped to the UX Form Actions Layout [sys_ux_form_action_layout] table record.
      4. If a mapped record isn’t found, creates a Sys Ux M2m Action Layout Item [sys_ux_m2m_action_layout_item] table record.