Redirecting a Specific Group to Service Operations Workspace (SOW)

[Mani chandhan]

Overview

There are scenarios where you may want only a specific set of users to land in Service Operations Workspace (SOW) instead of the standard UI. A common example is running a pilot group before rolling SOW out more widely.

This article explains how to redirect users from a specific group to SOW using User Criteria and Homepage Destination Rules.

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Use Case

• Redirect only pilot users to SOW

• Keep existing behaviour unchanged for all other users

• Control access using group membership and roles

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Prerequisites

• Users must have the following roles:

  • itil

  • snc_internal

• Admin access to configure:

  • System Properties

  • User Criteria

  • Homepage Destination Rules

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Step 1: Create a Pilot Group

1. Navigate to User Administration → Groups

2. Create a new group:

   • Name: SOW Pilot Group

3. Add the required users to the group

4. Ensure all users in the group have:

   • itil

   • snc_internal roles

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Step 2: Enable User Criteria

User Criteria must be enabled for homepage redirection to work.

1. Navigate to System Properties

2. Search for the following property:

   glide.ux.user_criteria_enabled

3. Set the value to true

4. Save the record

By default, this property is set to false

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Step 3: Verify the SOW Homepage Destination Rule

1. Navigate to Homepage Destination Rules (sys_homepage_destination_rule)

2. Open the record SOW Landing Page

3. Verify the following values:

   • Active: true

   • User Criteria: ITIL non-admin

   • Destination: now/sow

   • Execution Order: as per your configuration (for example, 100)

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Step 4: Update the User Criteria (ITIL non-admin)

1. Navigate to User Criteria (user_criteria)

2. Search for ITIL non-admin

3. Open the record

4. In the Groups field:

   • Add SOW Pilot Group

5. Lock the Groups field

6. Save the record

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Step 5: Validate the Behaviour

1. Log in as a user who:

   • Is a member of SOW Pilot Group

   • Has itil and snc_internal roles

2. The user should be automatically redirected to Service Operations Workspace (SOW) on login

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Important Notes

• Admin users will not be redirected to SOW, even if they are added to the pilot group

• This is expected behaviour because the redirection relies on the ITIL non-admin user criteria

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Summary

By combining User Criteria with Homepage Destination Rules, you can control exactly which users are redirected to Service Operations Workspace. This approach works well for:

• Pilot or phased rollouts

• Role- and group-based workspace access

• Minimizing impact on existing users

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References

• Tables used:

  • sys_homepage_destination_rule

  • user_criteria

  • sys_user_group

  • sys_properties