List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

    This migration process enables ServiceNow customers to transition list categories and modules from the ITSM Agent Workspace to the Service Operations Workspace (SOW) for ITSM. It focuses on identifying the necessary tables and records, mapping them accurately, and executing the migration to ensure continuity and consistency in workspace functionalities.

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    The migration utility automates these steps, handling list categories, modules, layouts, applicability, and attributes to facilitate a smooth transition with minimal manual intervention.

    Key Features

    • System Property Configuration: If list modules in ITSM Agent Workspace use group-based list applicabilities, the system property glide.ux.usercriteriaenabled must be enabled.
    • Mapping Mechanism: The utility identifies and maps list categories and modules between ITSM Agent Workspace and SOW based on table names, conditions, and naming similarity.
    • Migration Scope: Includes list categories ([sysawlistcategory] to [sysuxlistcategory]), list items or modules ([sysawlist] to [sysuxlist]), columnar layouts, list applicabilities, and list attributes.
    • Creation of Missing Records: For categories or list items present in ITSM Agent Workspace but missing in SOW, the utility automatically creates corresponding records in SOW with default configurations.
    • Applicability Migration: Transfers list applicability settings including user criteria, roles, and groups, attaching them to the migrated or newly created list items without deleting existing applicability in SOW.
    • Columnar Layout Migration: Aligns Service Operations Workspace list layouts based on existing ITSM Agent Workspace configurations by updating list elements accordingly.
    • List Attributes Migration: Migrates specific list attributes like Omit Count and Disable Highlighted Values from ITSM Agent Workspace attributes tables to SOW.

    Migration Process

    • Mapping and Verification: The utility verifies mappings between ITSM Agent Workspace and SOW list categories and modules before migration.
    • List Categories Migration: Iterates through ITSM Agent Workspace categories, updates existing mapped categories in SOW, or creates new ones if missing.
    • List Items/Modules Migration: For each category, list items are migrated or created with relevant fields copied, including title, order, active status, and conditions.
    • Post-Migration Steps: Applicability, columnar layouts, and list attributes are migrated or updated to reflect the original ITSM Agent Workspace behavior.
    • Final Verification: Ensures that all migrated list categories and modules in SOW are consistent, functional, and ready for use, allowing customers to adjust settings as needed.

    Practical Impact for ServiceNow Customers

    This migration capability allows customers to:

    • Seamlessly upgrade from ITSM Agent Workspace to the newer Service Operations Workspace for ITSM without losing customized list categories and modules.
    • Preserve and transfer key configurations such as list applicability, layouts, and attributes to maintain user experience and operational consistency.
    • Minimize manual effort and errors during migration by leveraging an automated utility that ensures comprehensive and accurate data transfer.
    • Retain flexibility to modify migrated list categories and modules in SOW based on evolving business needs post-migration.

    By following this migration process, organizations ensure a smooth transition to Service Operations Workspace with full alignment of list categories and modules, supporting continued productivity and workspace efficiency.

    Migration from ITSM Agent Workspace to Service Operations Workspace (SOW) for ITSM includes identifying the required tables, highlighted field records for migrations, and the migration process.

    Associated system property

    If ITSM Agent Workspace contains list modules that use group-based list applicabilities, then only enable the glide.ux.user_criteria_enabled property mentioned in the System Property [sys_properties] table.

    How the migration utility identifies list categories and modules for migration

    The Migration utility for SOW identifies the list categories and modules to migrate based on the type of migration.

    Mapping list categories and modules

    The migration utility maintains a mapping between base system ITSM Agent Workspace list categories and list modules and their corresponding records in the Service Operations Workspace. It identifies the mapping by checking the tables, conditions, and intuitiveness in names for similarity.

    Migration criteria
    The migration utility uses different fields and values depending on the type of migration (list categories, list modules, list layout, list applicabilities, and list attributes).
    • List categories using the Workspace List Category [sys_aw_list_category] and UX List Category [sys_ux_list_category] table records.
    • List items and modules within each category using the Workspace List [sys_aw_list] and UX List [sys_ux_list] table records.
    • Columnar layout of list modules
    • List applicabilities
    • List attributes

    How the migration works

    The migration utility uses different fields, values, and migration steps depending on the type of migration. All these actions are done by the utility.

    Mapping and verification
    1. Creates and verifies a comprehensive mapping between ITSM Agent Workspace list categories or modules and Service Operations Workspace list categories or modules.
    2. Verifies the mapping based on table, conditions, and intuitiveness in the name of the base system list categories and modules in ITSM Agent Workspace and Service Operations Workspace.
    Migrating list categories
    1. Iterates over the Workspace List Category [sys_aw_list_category] table with filter condition of workspace = Agent Workspace.
    2. Check for the mapping between ITSM Agent Workspace and Service Operations Workspace for each list item.
    3. If a mapping is found, update the list categories by copying the following fields from the current ITSM Agent Workspace Workspace List Category [sys_aw_list_category] table record to the mapped Service Operations Workspace UX List Category [sys_ux_list_category] table record:
      • active
      • description
      • order
      • active
    4. If a mapping isn’t found, createss a record in the UX List Category [sys_ux_list_category] table.

      If the mapping isn’t found, it means that the specified category exists in ITSM Agent Workspace but the category is missing in Service Operations Workspace (new category created by the user).

    Migrating list items or modules for each category
    1. Iterates over the Workspace List [sys_aw_list] table with the filter condition of the current list item or module and workspace = Agent Workspace.
    2. Checks for the mapping between ITSM Agent Workspace and Service Operations Workspace for each list item.
    3. If a mapping is found, updates the list items by copying the following fields from the current ITSM Agent Workspace Workspace List [sys_aw_list] record to the mapped Service Operations Workspace UX List [sys_ux_list] record:
      • title
      • order
      • active
      • condition
    4. If a mapping isn’t found, creates a record in the UX List [sys_ux_list] table.

      If the mapping isn’t found, it means that the list item exists in ITSM Agent Workspace, but the list item is missing in Service Operations Workspace. For such cases, the migration utility creates a record in the UX List [sys_ux_list] table by setting the following fields from the current ITSM Agent Workspace list record and (category = current iterating category, configuration = Default – SOW, and view = sow):

      • title
      • order
      • active
      • condition
    5. Performs the following migration after the list item is migrated (if the mapping is found) or created (if the mapping isn’t found):
      1. Migrates list applicability for the migrated or created list item:
        1. Creates a list applicability using the List Applicability [sys_ux_applicability_m2m_list] table and user criteria (if groups are specified in the list item) with the corresponding ITSM Agent Workspace list module, roles, and groups.
        2. Attaches this newly created list applicability with the migrated or created Service Operations Workspace list item.

        The migration utility doesn’t delete any existing list applicability associated with the migrated list.

      2. Migrates columnar layout for migrated or created list item:
        1. Unifies the columnar layout in Service Operations Workspace based on the layout of the list module with a lower-order list item in the specified ITSM Agent Workspace table.
        2. Search for records with the following conditions in the List [sys_ui_list] table for setting columnar layout in Service Operations Workspace:
          • conditions = table (with which this list item is associated)
          • parent list =null

          For this record, the migration utility updates the List Element [sys_ui_list_element] table to insert or update the correct order and columns.

      3. Migrates list attributes for migrated or created list items:

        ITSM Agent Workspace uses Omit Count and Disable Highlighted Values list attributes. These attributes are associated with the Workspace List Attribute [sys_aw_list_attribute] table. For the current list item record, the migration utility:

        1. Iterates over the Workspace List Attribute [sys_aw_list_attribute_list] table to identify list attributes that are associated with the specified record.
        2. Sets the corresponding attributes in the UX List [sys_ux_list] table.