Service Operations Workspace

Darlene York · 3 weeks ago

How can I disable the "Submit Request" option in Service Operations Workspace (SOW) so that users cannot access the internal catalog or create requests from within the workspace?

Thank you

Dr Atul G- LNG · 3 weeks ago

Hi @Darlene York

I’m not sure about your specific use case, but there is a purpose for having a Submit Request button in the Workspace. For example, if a user is unable to raise a request through the portal, they may contact an agent via phone or chat, and the agent can raise the request on the user’s behalf.

If we disable this option, how will an agent be able to raise a request on behalf of a user?

Also, end users typically don’t access the Workspace directly; they usually raise requests through the portal.

If I’m missing any context or specific information about your use case, please share more details so I can better understand and guide you.

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Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

Anand__99 · 3 weeks ago

Hi @Darlene York ,

As Atul suggested this option is for fulfillers to request items on behalf of users. This feature allows fulfillers to submit requests on behalf of end users such as when a user don't have catalog access, contacts support via phone/email, or when an incident requires a request to resolve. This action is only available to users with itil or sn_request_write role.

However if you still want to disable this from SOW.

Declarative Action link: <YOUR_INSTANCE_URL>/sys_declarative_action_assignment.do?sys_id=650cc0dc77620210c9ee78dabd5a99b7

Thanks

Anand

Darlene York · 3 weeks ago

Thank you for your response. We are new to SOW, you have given me something to think about. Thank you for pointing me to the action.