Service Operation Workspace permissions

[dohsan]

Hello,

I have some groups that have specific ITIL roles like sn_incident_read and sn_incident_write who I also want to access Service Operation Workspace. However, I'm unable to find the correct roles to assign except "itil" to gain access to this workspace. I don't want to include itil rule because this group only does incident management. Any help is appreciated!

What I've tried:
-Added role sn_sow.sow_user
-Edit ACL for now.sow.home to include that group
-Looked at UI builder and audience references SOW Service Desk Audience Granular and permissions look correct in there for sn_incident_write

[dohsan · Accepted solution]

I got this working by adding the canvas_user role to the user. However, they can only see the home page and there's no button for lists. I tried following this: https://community.servicenow.com/community?id=community_question&sys_id=89f6267ddb497c10d58ea345ca9619b3&view_source=searchResult but still unable to get the list to show. Any ideas? 

NOTE: Going directly to the list page works, https://xxxx.service-now.com/now/sow/list but doesn't show the whole SOW with other navigation buttons on the left

[Marinela G]

Go to sys_ux_page_property.list and find a record with name=chrome_toolbar and page=Service Operations Workspace. Open it and in the value you will see that the list has roles attribute. Update it as per your requirement:

[Nikolaj2]

A small addition to this suggestion, i had some trouble adding my role to the array. The format you need to use is the following:

  "availability": {
    "roles": ["itil,new_role"]
  }

and NOT:

  "availability": {
    "roles": ["itil","new_role"]
  }

as one might expect, it seems that the "roles" attribute needs a comma separated string and not an array for it to function.

[Marc Mouries]

Changing the sys_ux_page_property of an out-of-the-box workspace, like the Service Operations Workspace, is generally not recommended. Modifying this property directly can lead to unexpected behavior during upgrades, as your changes might be overwritten or cause compatibility issues.

If users need to perform different functions and have varying levels of access, consider using ServiceNow's App Engine capabilities. For example, you can create custom experiences tailored to user roles using App Engine Studio and UI Builder. This way, you can define which roles have access to specific parts of the workspace or create a custom workspace that fits the precise needs of your user groups without relying on broad roles like itil.

This approach ensures that your modifications are maintainable and compatible with future platform upgrades, while providing a user experience tailored to your organization's needs.