Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can easily 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 won't 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:
    You should 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 any custom ITSM table that should be migrated, specify the table in the sn_sow_migration.itsm_aw_migration_tables system property for migrating the associated list category and 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 that the migration utility uses to perform creation, updating, and deletion of 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 any changes that are made to Service Operations Workspace for ITSM during the 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 to Service Operations Workspace for ITSM is working as expected in your non-production instance, move your migration changes to a production instance using the update set.
    Note:
    The logged in admin user credentials must match the credential used to setup basic authentication to successfully perform the migration from ITSM Agent Workspace to Service Operations Workspace for ITSM.