Users complaining to have all the features in SOW which they had in native UI

[Suggy]

We are asking users to use SOW instead of native UI while they are working in incident, prb, change requests etc.

But they are complaining saying:

- they are not able to change the form views in SOW

- they are not able to personalize the form

- they are not able to use the UI action 'Refresh impacted services'

- saying that the SOW UI is very compressed and loaded with 100s of things in single screen.

etc etc

How are you dealing with such issues/gaps?

[Bert_c1]

Disable Next Experience and use UI16.

[Dr Atul G- LNG · Accepted solution]

Hi @Suggy 

Greetings!

Please don’t misunderstand me, but these don’t seem like gaps; they appear to be issues related to education or training. Accepting the SOW isn’t something quick and easy. I agree it comes with its own limitations and benefits, but with time and patience, users gradually become comfortable with the new perspective.

- they are not able to change the form views in SOW

Atul:The SOW itself is a fixed view, so users cannot switch to any other view.

- they are not able to personalize the form

Atul: Agree, even i did not find this. It might be kind of limitation.

- they are not able to use the UI action 'Refresh impacted services'

Atul: It is there,

- saying that the SOW UI is very compressed and loaded with 100s of things in single screen.

etc etc

Atul: Yes, SOW UI is compress, as it open every record in same tab only. user can hide few stuff on his/ her SOW. 

I strongly recommend, instead of focusing on the side effects of the SOW, it’s better to educate users about its benefits as well.

[Suggy]

Hi @Dr Atul G- LNG Thank you for your inputs. Yes I understand that its all about training and getting accustomed to the UI.

Infact we gave all the trainings, but post training, more than 75% of the users said they are not liking the UI 🙂

[Dr Atul G- LNG]

Hi @Suggy 

Education is the only way. If users still don’t want to engage, then ask them to use the native view only—there is no other solution. Alternatively, try a phased approach: for example, start with one ITSM module like Incident, and after about two months, move on to the next module.

Humans tend to avoid change sometimes, and the same is happening here. Users need your support, especially through education and building their confidence.