Non-ITIL Users Not Redirecting to Service Portal After Login

[Geet Burande]

Hi Experts,

I’m trying to redirect non-ITIL users to the Service Portal after login in ServiceNow.

Requirement:

• Users with ITIL role → Should land on the Platform UI (UI16 / Next Experience)

• Non-ITIL users → Should be redirected to the Service Portal (e.g., /sp)

What I have tried so far:

1. Modified OOB Script Include (SPEntryPage)

2. Configured a Login Rule

3. Configured a System Security → Destination Rule

4. Tested with different non-ITIL users (no admin role)

5. Cleared cache and tested in incognito

Issue:
Non-ITIL users are still landing on the Platform UI instead of the Service Portal.
None of the above configurations seem to work.

If anyone has implemented this successfully, could you please share the correct approach?

Thanks in advance!

@Ankur Bawiskar @Dr Atul G- LNG 

[Ankur Bawiskar · Accepted solution]

@Geet Burande 

the SPEntryPage script include should handle this

check this blog

Role based redirection with SPEntryPage 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Geet Burande]

@Ankur Bawiskar ,

Thank you so much for the solution, it's working as expected.

I observed that when logging out from a non-ITIL user and then logging back in as an admin or ITIL user, the system redirects to the Service Portal instead of the expected platform home page (e.g., /nav_to.do or homepage/dashboard).

Could you please help me reason behind of this?

[Ankur Bawiskar]

@Geet Burande 

could be a cache issue.

Try to clear cache using cache.do and then try again

[Dr Atul G- LNG]

Hi @Geet Burande 

https://www.servicenow.com/community/itsm-forum/non-itil-users-are-not-redirecting-to-service-portal...

https://www.servicenow.com/community/developer-forum/non-itil-users-should-be-directed-to-the-portal...