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
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

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

    This content explains the process of migrating UI actions and layouts from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM. The migration focuses on moving configurations related to UI actions (form buttons and list items) and their grouping layouts to ensure a consistent user experience in the new workspace environment.

    Show full answer Show less

    Key Features

    • UI Actions and Layouts: UI actions are displayed as buttons or menu items and can be grouped under layouts, which act as containers for related actions.
    • Relevant Tables for Migration:
      • UI Action [sysuiaction]: Stores UI actions and layout configurations.
      • UI Action Layout [sysawformuiactionlayout]: Contains base and custom layout records associated with the agent workspace, identifying groups of UI actions for migration.
    • Identification Logic: The migration utility determines eligible UI actions and layouts by mapping records across UI Action, UX Form Actions, and their respective layout tables to ensure accurate selection.
    • Migration Process:
      • The utility automatically searches for UI Action Layout and related group records in the ITSM Agent Workspace.
      • It checks and creates necessary UX Form Actions Layout Group records in the Service Operations Workspace if absent.
      • The migration handles unified and non-unified layout records differently, ensuring correct grouping of UI actions post-migration.
      • For unified layouts, it verifies and creates missing layout item mappings to maintain UI consistency.
      • If no layout record is found, UI actions are migrated as ungrouped.
    • Post-Migration: Customers should verify that UI actions and layouts in Service Operations Workspace reflect the original configurations and adjust settings as needed to fit their operational requirements.

    Practical Benefits for ServiceNow Customers

    • Ensures seamless transition of UI actions and their groupings from ITSM Agent Workspace to Service Operations Workspace, preserving user workflows.
    • Automates complex mapping and migration steps, reducing manual effort and migration errors.
    • Provides a clear pathway for verifying and customizing migrated UI actions and layouts, allowing tailored workspace experiences.
    • Supports maintaining consistency in agent interfaces during workspace upgrades or transitions.

    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.

    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.