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

  • Release version: Australia
  • Updated January 30, 2025
  • 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 (SOW) for ITSM. It involves identifying required tables, eligible UI actions and layout records, and using a migration utility that automates the transfer while preserving groupings and configurations. This migration ensures continuity and consistency of UI elements in the new workspace environment.

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    Key Features

    • UI Actions and Layouts: UI actions appear as form buttons or list menu items, grouped under layouts that act as containers.
    • Tables Involved:
      • sysuiaction: Stores UI actions and layout configurations.
      • sysawformuiactionlayout: Contains records representing UI action groups eligible for migration.
      • Additional mapping tables like sysuxformaction, sysuxformactionlayoutitem, and sysuxformactionlayout are used to identify and map UI actions during migration.
    • Migration Utility Process:
      • Identifies UI Action Layout records mapped to UI Action Groups.
      • Maps or creates corresponding UX Form Actions Layout Group records.
      • Handles layout migration by linking or creating necessary mapping records between UI Action Groups and UX Form Action Layout Groups.
      • Migrates input tables, creating or mapping UX Form Actions Layout records as needed.
      • Groups UI actions only if a corresponding UX Form Actions Layout record is found; otherwise, UI actions appear ungrouped.
      • Checks for unified UX Form Actions Layout records and processes migration accordingly.
      • Creates missing mapping records in the sysuxm2mactionlayoutitem table when necessary.

    Post-Migration Tasks

    After migration, verify that UI actions and layouts in the Service Operations Workspace match those in the ITSM Agent Workspace and are ready for use. Customers can update the migrated UI actions and layout settings in the Service Operations Workspace to fit their specific operational needs.

    Additional Considerations

    The migration process is part of a broader set of migrations that include ribbons, view rules, new record menu items, highlighted fields, list actions, list categories, form headers, search configurations, Agent Assist, related list declarative actions, and field decorators—all from ITSM Agent Workspace to Service Operations Workspace for ITSM.

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