Service Operations Workspace selects incorrect landing-page variant for some users

[Lina5]

Hi everyone,

We are troubleshooting an issue in Service Operations Workspace following the Australia upgrade.

Some users are seeing the generic Overview landing page, while others see the expected Service Desk Overview page. The affected users cannot select or switch to the Service Desk Overview page.

In UI Builder, we found two /home/ landing-page variants:

Variant Content Order Audiences Application scope

Service desk landing page SNC	Overview	100	4	Incident Management for Service Operations Workspace
Service desk landing page PAR SNC	Service Desk Overview	50	4	Service Operations Workspace ITSM Common

Both variants have the same four audiences and no additional conditions. We also compared the affected users’ roles with a user who can access Service Desk Overview and found no obvious differences.

We checked the Look up user preferences data resource. The preference is:

sow.incident.landing_page_header_collapsed

This appears to control only whether the landing-page header is collapsed or expanded, not which landing-page variant is selected.

The two variants also use the same /now/sow/home route, so the URL does not identify which variant is being rendered.

Could someone advise:

1. What determines which landing-page variant is selected when multiple variants have the same audiences and URL?
2. Does application scope affect variant resolution or precedence?
3. Does the Order value control selection in this scenario?
4. What is the recommended way to identify the exact variant resolved for a user at runtime?
5. Are there any additional page, experience, cache, or user-preference records we should check after an upgrade?

The expected result is for the affected users to access Service Desk Overview rather than the generic Overview page.

Screenshots are attached showing both page variants

Thanks in Advance!!