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 

[Adrian Ubeda]

Hello @Geet Burande , 

You can override this Script Include instead of editing OOTB, only you need to create a new property (if not already created) calling this script: glide.entry.first.page.script

Here's some code which might be useful, you should place it inside 

getFirstPageURL: function():

if (gs.getUser().hasRole('itil') && !redirectURL && !isServicePortalURL)
			return '/Next experience'; 

        if (user.hasRoles() && !redirectURL && !isServicePortalURL)
            return '/sp';