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

  • Release version: Zurich
  • 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 process enables ServiceNow customers to migrate UI actions and layout configurations from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM. The migration focuses on translating form buttons, list items, and grouped UI actions, ensuring a seamless transition of workspace functionality in the Zurich release.

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    Key Components and Tables

    • UI Action [sysuiaction]: Stores UI actions and layout configurations eligible for migration.
    • UI Action Layout [sysawformuiactionlayout]: Contains records representing groups of UI actions associated with the Agent Workspace, which the migration utility uses to identify eligible UI action groups.

    Migration Identification and Process

    The migration utility identifies UI actions and layouts to migrate by mapping records across several tables, including UX Form Actions and their layout items and groups. The migration sequence involves:

    • Locating UI Action Layout records linked to UI Action Groups.
    • Mapping or creating UX Form Actions Layout Group records corresponding to these UI Action Layouts.
    • Ensuring layout groups and UI action groupings are consistent between ITSM Agent Workspace and Service Operations Workspace.
    • Migrating layout and UI action records, creating new mappings where none exist.
    • Handling input tables by searching and migrating UX Form Actions Layout records; if none are found, UI actions appear ungrouped in SOW.
    • For unified records, the migration respects the uselayoutitemsonly setting to maintain layout integrity.

    Post-Migration Tasks

    After migration, verify that UI actions and layouts in the Service Operations Workspace reflect those in the ITSM Agent Workspace and are operational. Customers can update and customize the migrated UI actions and layouts in SOW to fit their specific business needs.

    Why This Matters

    This migration ensures that critical UI elements and workflows configured in the ITSM Agent Workspace are preserved and functional in the newer Service Operations Workspace environment. It facilitates a smooth transition for ITSM users, maintaining consistency in user experience and operational efficiency.

    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.