How to give access of SOW Landing page to ITIL User

[Karim Shaikh]

Hi All,

I need to give access to ITIL User to the landing page in Service Operations Workspace. I tried updating the Audiences related to SOW and giving ITIL user, but it is not working as expected.

After impersonating with an ITIL user I am getting "Page not found" 

Also, if I refresh the page again, i get "You do not have permission to access this page"

I have updated the below mentioned audiences to give ITIL user access to SOW Landing page

Let me know what more needs to be done to give ITIL users access to SOW Landing page. Thanks.

#serviceoperationsworkspace #sow #sevicenow #landingpage

[Saurav11]

Hello,

OOB the itil user directly has access to SOW are you sure you did not customize anything?

Once goto sys_ux_applicability table and check what roles are give for records :-

SOW Service Desk Audience

SOW Service Desk Audience Granular

Please mark my answer as correct based on Impact.

[Karim Shaikh]

Hey Saurav,

Even when i checked in OOB snow instance i can see ITIL user has access to SOW landing page without doing any changes but in my current instance I am not able to figure out what the issue is.

As you asked for 

SOW Service Desk Audience - I can see it has ITIL role

SOW Service Desk Audience Granular - I can't see this record in my instance but as it has sn_incident_write even having this will not make sense to why landing page is not accessible to the ITIL user.

Let me know what else can be done to give ITIL user access to SOW landing page. Thanks.

[Saurav11]

hello,

If your instance is a client instance I would say better to raise a HI ticket as OOB it should work they will find out where the process is broken.

As it is a OOB workspace we should not touch too much as then it gives the HI support team a reason to counter by saying you have customized it so it is not working.

Yeah I would say Hi ticket it the way to go.

Please mark my answer as correct based on Impact.