Migration of Agent assist 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 Agent Assist from ITSM Agent Workspace to Service Operations Workspace for ITSM

    This migration process enables ServiceNow customers to move Agent Assist configurations from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM. It involves identifying the correct configuration tables, selecting eligible records, and executing the migration utility to transfer settings efficiently. This migration ensures continuity and consistency of Agent Assist features within the new workspace environment.

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    Key Features

    • Tables Involved: The migration primarily uses three tables:
      • cxstableconfig: Stores Agent Assist configurations for both ITSM Agent Workspace and SOW.
      • declarativeactionassignment: Contains sysid references to Agent Assist configurations in ITSM Agent Workspace.
      • sysuxscreen: Holds the Macroponent Configuration field mapping cxstableconfig records for SOW.
    • Configuration Differences:
      • In ITSM Agent Workspace, Agent Assist is configured via declarative actions with the UI component now-agent-assist, linked through component attributes.
      • In SOW, configurations are mapped in the Agent Assist SNC record's Macroponent Configuration field.
    • Migration Identification Criteria: The utility selects records where:
      • Workspace is set to Agent Workspace.
      • UI component equals now-agent-assist.
      • Table field matches the target migration tables.
      • The configuration is active.
    • Migration Process:
      • The utility queries the sysdeclarativeactionassignment table for the most recently updated active record matching criteria.
      • The cxsTableConfig value from this record is copied into the Agent Assist SNC record in sysuxscreen, updating the Macroponent Configuration.
      • If multiple configurations exist for the same table, only the latest is migrated.
      • If no active configuration is found, existing SOW settings remain unchanged.

    Limitations

    • If multiple Agent Assist configurations exist for the same table, only the most recently updated configuration is migrated.
    • The migration will override any pre-existing Agent Assist configurations in SOW.

    Post-Migration Tasks

    • Verify that the migrated Agent Assist configurations in SOW align with those from ITSM Agent Workspace.
    • Update and customize the migrated configurations in SOW as needed to fit operational requirements.

    Migration of the Agent assist from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the required tables, eligible form header records for migrations and the migrations process.

    Tables used for migration

    Table name Description
    cxs_table_config Table that contains all the Agent assist configurations in ITSM Agent Workspace and SOW.
    declarative_action_assignment Table that contains the sys_id of the cxs_table_config record in the component attributes with the cxsTableConfig key name in ITSM Agent Workspace.
    sys_ux_screen Tables that contains the sys_id of the cxs_table_config record in the Macroponent Configuration field of the Agent Assist SNC (468f70f443b47110cc25ff53e9b8f296) record. This record is available in the base system.

    Limitations

    When migrating agent assist configurations from ITSM Agent Workspace to SOW, you may encounter any of the following issues:
    • If customer has configured more than one Agent assist configuration on the same table, the most recently updated configuration is migrated.
    • The Agent assist migration from ITSM Agent Workspace overrides any pre-existing changes in SOW.

    Configuring Agent assist in ITSM Agent Workspace and SOW

    You can configure Agent assist in ITSM Agent Workspace and SOW using the following tables:
    • For ITSM Agent Workspace, Agent Assist configuration data exist in the following tables where the configuration data is stored:
      • Agent assist is configured on a particular table using a declarative action with the UI component now-agent-assist.
      • Configuration is stored in the cxs_table_config table.
      • Declarative action on the table stores the sys_id of the cxs_table_config record in the component attributes with the cxsTableConfig key name.
    • For SOW, Agent assist configuration data exist in the following tables:
      • The configuration record from cxs_table_config is stored in the Agent Assist SNC record from sys_ux_screen.
      • In SOW, a field named Macroponent Configuration contains the mapping of each individual table with its configured sys_id of cxs_table_config record.

    How the migration utility identifies Agent assist for migration

    The SOW migration utility identifies the eligible agent assist configuration records for migration from ITSM Agent Workspace to SOW only if the configuration records meet the following conditions:
    • The Workspace field is set to Agent Workspace.
    • The ui_component field has the value now-agent-assist.
    • The Table field is set to a value (table) for which migration must be done.
    • The Active check box is selected.

    How the migration works

    The SOW migration utility uses the following sequence to migrate Agent assist from ITSM Agent Workspace to SOW:
    1. Searches the sys_declarative_action_assignment table with the following conditions and only retrieves the record which is recently updated.
      • The Workspace field is set to Agent Workspace.
      • The ui_component field has the value now-agent-assist.
      • The Table field is set to a value (table) for which migration must be done.
      • The Active check box is selected.
    2. If the sys_declarative_action_assignment record is found with the conditions, then the value in the cxsTableConfig is copied to the Agent assist SNC record from the sys_ux_screen against its corresponding table key.

      The following screenshot depicts sys_id's of all the record types in the Macroponent Configuration field of the Agent assist SNC record. Agent assist SNC record

      The following screenshot depicts the Agent assist for incident sys_id record that contains the cxsTableConfig as the component attributes. Agent assist incident

    3. If multiple configurations exist for same table, the SOW migration utility migrates the one that was most recently updated.
    4. If an active configuration is not found in the table then the sow configuration remains same and is not updated.