sow landing page widgets not displaying for itil

[mah1]

Xanadu Patch 0

At one point, access to Service Operations Workspace was restricted in our instance to a pilot group of users. I thought I rolled back what they did and opened it up to ITIL. ITIL users can now see the Service Operations Workspace in the menus and open it, but, when they do, the widgets (i.e., oob donuts) are not displaying in the Overview section on the landing page. This is what ITIL users see:

This is how the Overview section appears on the landing page for admin users:

From what I can tell, we are using the OOB SOW landing page.  ITIL users seem to be able to access everything else in SOW like lists and are able to drill into the item details. It is just that the standard oob widgets are not displaying on the landing page.

What controls the visibility of the widgets on the landing page?

Thank you!

[debendudas]

Hi @mah1 ,

Please confirm if your instance has data.

[mah1]

the admin user from the included screenshot won't have any assigned incidents or tasks but the itil users i tried do have such data.

[mah1 · Accepted solution]

This apparently happened when we upgraded the Service Operations Workspace for ITSM plugin to v6.0.0. Per NOW Support, this issue with the donuts was caused by a customized version of UX client script include SowIncidentLandingPageUtils; the customization was changing the order of the donuts. We reverted SowIncidentLandingPageUtils back to the out-of-box version and now the donuts on the SOW landing page are appearing for admin and non-admin users.

[OS4]

Hey,

For those struggling to customise the "SowIncidentLandingPageUtils", (after upgrade Service Operations Workspace for ITSM plugin to v6.0.0 ), you need to pass the below lines

i.e for incident;

<"roles":mode == "your_work" ? ["itil","sn_incident_write"] : ["itil","sn_incident_read"],>

i.e for sc_task

<"roles":mode == "your_work" ? ["itil","sn_request_write"] : ["itil","sn_request_read"],>