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

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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 guide explains the process and logic behind migrating search configurations from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM. The migration utility ensures that search sources and view configurations are correctly identified, transferred, and synchronized between the two workspaces to maintain consistent search behavior post-migration.

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    How the Migration Utility Identifies and Migrates Search Configurations

    • The migration utility filters application search source records linked to the ITSM Agent Workspace master configuration and compares them with those mapped to the SOW context configuration.
    • It identifies search sources unique to ITSM Agent Workspace and creates corresponding mappings to the SOW context configuration.
    • If common search sources exist but have differing order values, the utility updates the SOW mappings to match the ITSM Agent Workspace order.
    • The utility migrates the search view configuration values from ITSM Agent Workspace to the SOW search view configuration record.
    • Upon successful migration of both search sources and view configurations, the utility updates the SOW page property globalSearchDataConfigId to reference the SOW context configuration record.

    Migration Process Sequence

    • Retrieves Global Search Data Config and Global Search View Config records from ITSM Agent Workspace.
    • Checks the search engine type; migration proceeds only if it is zing.
    • Queries application search sources related to both ITSM Agent Workspace and SOW context configurations.
    • Compares search sources to find those unique to ITSM Agent Workspace and updates or creates records in SOW accordingly.
    • Copies all relevant values from ITSM Agent Workspace’s Global Search View Config to the SOW search view config.
    • Updates the SOW page property globalSearchDataConfigId to the out-of-the-box SOW context config record.

    Post-Migration Tasks

    • Verify that search configurations in SOW align with those from ITSM Agent Workspace and are fully functional.
    • Adjust and fine-tune migrated search settings in SOW as needed to meet your organization's requirements.

    Practical Benefits for ServiceNow Customers

    This migration utility streamlines the transition of search configurations during workspace upgrades, ensuring continuity of search functionality without manual reconfiguration. It reduces the risk of misaligned search sources or view settings and simplifies the adoption of the Service Operations Workspace for ITSM users.

    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.