New record menu items migration 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 New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

    This migration process transfers new record menu items from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM. It ensures that active menu items for specific tables are identified, migrated without duplication, and integrated into the Service Operations Workspace environment. The migration leverages a utility configured by a system property and focuses on streamlining user experience continuity during the transition.

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    Key Features

    • Migration Scope: Only active records from specified tables (controlled by the snsowmigration.itsmawmigrationtables system property) are migrated, ensuring relevance and avoiding unnecessary data transfer.
    • New Record Menu Item Table: The sysawnewmenuitem table holds active records to be migrated, serving as the source for menu items in ITSM Agent Workspace.
    • Duplicate Avoidance: The migration utility checks existing new record menu items in Service Operations Workspace to prevent duplicates by excluding tables already configured.
    • Migration Process: The utility:
      • Identifies current new record menu configurations in Service Operations Workspace by querying the UX Page Property table.
      • Filters and selects only eligible active records from ITSM Agent Workspace.
      • Creates JSON objects representing each new record menu item, including labels, routing, and conditions for creation.
      • Appends these JSON objects to the existing menu configuration in Service Operations Workspace.

    Post-Migration Tasks

    After migration, verify that the new record menus in Service Operations Workspace reflect those from ITSM Agent Workspace accurately and are functional. Adjust the migrated menu settings within Service Operations Workspace as needed to align with your organizational requirements.

    Migration of the new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying new record menu items for migrations, and the migration process.

    System property

    sys_property: sn_sow_migration.itsm_aw_migration_tables

    Records corresponding to only these tables are migrated from ITSM Agent Workspace to Service Operations Workspace.

    Table used for migration

    New Record Menu Item [sys_aw_new_menu_item]: Contains the active records to migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM.

    How the migration utility identifies new record menu items for migration

    The Service Operations Workspace migration utility identifies the new record menu items to migrate based on the following information:
    • Active records of ITSM Agent Workspace table specified by the New Record Menu Item [sys_aw_new_menu_item] table.
    • The records of a table already mentioned in the new record menu item configuration for Service Operations Workspace aren’t migrated to avoid duplicates.

    The utility migrates only a copy of an active record if duplicate active records are specified in the New Record Menu Item [sys_aw_new_menu_item] table.

    How the migration works

    The Service Operations Workspace migration utility uses the following sequence to migrate new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM. All these actions are done by the utility.

    1. Searches for the current new record menu item configuration for Service Operations Workspace.

      Queries the UX Page Property [sys_ux_page_property] table for the following:

      • Service Operations Workspace page (aa881cad73c4301045216238edf6a716 is the sysId for Service Operations Workspace page record).
      • chrome_tab (Name for UX page property record that stores a new record menu item for Service Operations Workspace)
    2. Uses the record obtained from Step 1 to search for tables that are already part of the new record menu item for Service Operations Workspace.
    3. Ignores the existing tables during migration to avoid duplicates.
    4. Searches the records of the New Record Menu Item [sys_aw_new_menu_item] table whose field values are set as follows:
      • active is true
      • workspace is Agent Workspace
      • table is one of sn_sow_migration.itsm_aw_migration_tables.

      For each record, if the table name isn’t a part of existing tables and if the same table name isn’t processed earlier, then the migration utility creates a JSON object.

    5. Creates a JSON object that contains data corresponding to each record as follows:
      { 
                    "label": { 
                        "translatable": true, 
                        "message": "New " + tableLabel 
                    }, 
                    "routeInfo": { 
                        "route": "record", 
                        "fields": { 
                            "table": table, 
                            "sysId": "-1" 
                        }, 
                        "multiInstField": "sysId" 
                    }, 
                    "condition": { 
                        "tableDescription": { 
                            "table": table, 
                            "canCreate": true 
                        } 
                    } 
};
    6. Adds the code to the existing chrome_tab JSON value for the new record menu.