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

Suggy · ‎05-25-2025

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?

Dr Atul G- LNG · ‎05-25-2025

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.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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View solution in original post

Bert_c1 · ‎05-26-2025

Add system property named: glide.ui.polaris.on_off_user_pref_enabled as Type: true | false, value: true and let users toggle the Next Experience on and off as desired. Verify the property: "glide.ui.polaris.experience" is 'true'.