Next Experience Home dashboard and Workspace redirection behavior for non-admin users

[SToth]

Hi everyone,

I have a question regarding the OOTB behavior of Next Experience Home.

After restoring the `glide.login.home` property to `/now/nav/ui/home`, we noticed the following:

• Admin users: clicking a task opens the corresponding Workspace.
• Non-admin users: clicking the same task opens the Classic UI instead.

We didn't implement any customizations for this functionality.

My questions are:

• Is this different behavior for admin and non-admin users expected OOTB?
• Is there any supported configuration or role that enables non-admin users to open records in Workspace instead of the Classic UI?
• Is it possible to limit the Next Experience Home dashboard to specific roles or user groups?

Has anyone encountered this behavior before?

Thanks!

[Vikram Reddy]

Hi @SToth,

Assuming you're on the standard Service Operations Workspace (or another OOTB configurable workspace) rather than a fully custom build, this is expected and not a bug.

glide.login.home only decides where a user lands right after login. It has nothing to do with how a record opens once they click into it from that Home dashboard. That's a separate routing check: the platform looks at whether the requesting user actually has access to the workspace the table is mapped to. Admins pass that check automatically because the admin role has access to essentially everything. Non-admins don't, unless they're carrying the specific role tied to that workspace, so instead of erroring out the platform quietly falls back to the classic form.

For Service Operations Workspace specifically, that role is sn_sow.sow_user. It's already embedded in itil, so anyone with itil should get it automatically. That's usually where this breaks in practice: someone's on a granular or custom role set instead of itil, or itil got stripped from a group at some point. Worth checking:

• Whether the affected non-admin users actually carry sn_sow.sow_user, directly or via itil
• Any ux_route type ACLs on that workspace path, since those gate direct navigation and need the same roles added if someone's customized them
• If it's not SOW but a custom configurable workspace, its role configuration under Workspace Experience, not the table's ACLs

On limiting the Next Experience Home dashboard itself: yes, that's supported. Go to Workspace Experience > Administration > Landing pages, open the landing page, and use the UX Page Element Permissions tab to add the roles or groups that should see it, or specific elements on it. Leave it empty and everyone sees the page; add an entry and only matching users do.

Thank you,
Vikram Karety
Octigo Solutions INC