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

  • Release version: Yokohama
  • 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 guidance explains how to migrate UI actions and layouts from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM, specifically for the Yokohama release. The migration process includes identifying required tables, eligible UI actions and layout records, and executing the migration using the built-in Service Operations Workspace migration utility.

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    Key Features

    • UI Actions: UI actions appear as form buttons or list menu items, grouped under a layout that acts as a container for these actions.
    • Tables Involved:
      • UI Action [sysuiaction]: Stores UI action and layout configurations.
      • UI Action Layout [sysawformuiactionlayout]: Contains records tied to agent workspace UI action groups eligible for migration.
    • Identification of Eligible Records: The migration utility identifies UI actions based on mappings between UI Action, UX Form Actions, and related layout tables.
    • Migration Process:
      • Searches for UI action layouts linked to UI action groups and corresponding UX form action layout groups; creates missing records as needed.
      • Migrates layouts and input tables by checking for existing UX Form Actions Layout records, grouping UI actions only if such records exist.
      • Handles unified layout records distinctly by verifying the uselayoutitemsonly flag.
      • Creates missing association records between actions and layout items during migration.
    • Post-Migration Verification: Customers should verify that migrated UI actions and layouts in SOW align with those from ITSM Agent Workspace and adjust settings as necessary.

    Practical Implications for ServiceNow Customers

    By following this process, customers can ensure a smooth transition of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace, preserving user interface consistency and functionality. The migration utility automates much of the work, but post-migration validation is essential to confirm the integrity of UI elements and to customize actions or layouts for the new workspace environment.

    Related Migration Areas

    This migration is part of a broader set of migrations including 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 from ITSM Agent Workspace to Service Operations Workspace. Customers should consider these migrations collectively to fully transition their ITSM environment.

    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.