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

    This migration process enables ServiceNow customers to transfer new record menu items from the ITSM Agent Workspace to the Service Operations Workspace (SOW) specifically for ITSM. It ensures that active new record menu items configured in ITSM Agent Workspace are accurately replicated and available in the Service Operations Workspace, facilitating a seamless transition and consistent user experience.

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    Migration Scope and Tables

    • The migration focuses on records from specified tables identified by the system property snsowmigration.itsmawmigrationtables.
    • The key table used for migration is New Record Menu Item [sysawnewmenuitem], which holds the active new record menu items to be migrated.

    Migration Process

    The migration utility automates the transfer of new record menu items using this approach:

    • It queries the current new record menu configuration in Service Operations Workspace by retrieving UX Page Property records related to the Service Operations Workspace page.
    • Tables already included in Service Operations Workspace’s new record menu are identified and excluded from migration to prevent duplicates.
    • The utility selects active new record menu items from ITSM Agent Workspace based on the specified migration tables and excludes any that already exist in Service Operations Workspace.
    • For each eligible record, a JSON object is created containing the label, routing information, and creation conditions relevant to the new record menu item.
    • This JSON object is added to the existing new record menu configuration in Service Operations Workspace.

    Post-Migration Actions

    • Verify that the new record menus in Service Operations Workspace match those in ITSM Agent Workspace.
    • Adjust and update the migrated new record menu settings in Service Operations Workspace as needed to fit your organizational requirements.

    Why This Matters

    Migrating new record menu items maintains consistency in user interfaces and workflows when transitioning from ITSM Agent Workspace to Service Operations Workspace. It eliminates manual reconfiguration, reduces errors, and accelerates adoption of the new workspace environment.

    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.