Now that Agent Workspace has reached maturity in Paris, I'm having some challenges trying to work out a migration path from UI16 using Service Desk Call to Agent Workspace using Interaction. I am still struggling to form a Business Case in my head, given the activities that would be required:

• Refactor custom UI actions and client scripts
• Migrate Favourites to My Lists
• Migrate from Service Desk to Interaction
• Retraining
• Full regression testing
• UAT

From looking at the Ideas Portal, my understanding is that ServiceNow is no longer working on any enhancements to do with UI16. Agent Workspace appears to be the future.

My question(s) to the community is:

1. Are you planning to migrate to Agent Workspace after/with Paris?
2. Has anyone successfully migrated from UI16 to Agent Workspace? What are your experiences?
3. Is there any guidance from ServiceNow on how this can be achieved (white papers, best practice, lessons learnt)?

I'm keen to hear from our thought leaders and customers who like to be on the bleeding edge, as well as ServiceNow.