Workspace menu items not visible for impersonated user though roles are same

Rohitp484
Tera Contributor

12 hours ago

Hi Community,

I’m facing an issue in CSM/FSM Configurable Workspace related to menu visibility differences between users.

Scenario:

  • When logged in as my own user (admin / normal user), I can see all workspace navigation icons.

  • When I impersonate another user (CSM_User.test1), only 3 icons appear in the workspace sidebar.

What I already verified:

  • Both users have the same roles.

  • Same groups assigned.

  • Same license type.

  • Cache cleared and session refreshed.

Expected Behavior:
Both users should see the same workspace navigation items since roles and groups match.

Actual Behavior:
Impersonated user sees limited navigation icons.

Questions:

  1. Besides roles and groups, what else controls workspace menu visibility?

  2. Could this be controlled by UI Builder visibility rules, User Criteria, ACLs, or Experience Configurations?

  3. Where is the definitive place to check why a specific workspace menu item is hidden for a user?

Any guidance or troubleshooting checklist would be appreciated.
Thank you!

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Nayan ArchX
Giga Guru

3 hours ago

Hi,

 

👉 Workspace navigation is driven by persona + UX App routing + user criteria + cache, and impersonation does NOT fully re-evaluate all of those.

So even if roles look identical, an impersonated user can still see fewer menu icons.

 

Log in directly as the user (or use their credentials in a private browser).

This forces:

  • Persona recalculation

  • UX routing reload

  • Menu rebuild

This is what ServiceNow themselves recommend.

Impersonation is not supported for validating Workspace navigation. 

 

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

 

Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

If my response has resolved your query, please mark it Helpful by giving it a thumbs up and Accept the Solution

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