ServiceNow Service Operations Workspace View

[Arnab22]

Hello,

We are in the process of implementing ServiceNow with the support of an Implementation Partner. As part of our rollout, we are leveraging the Service Operations Workspace as the default landing page for all ITIL users.

However, we’ve noticed that some users are navigating to All → [modules such as Incidents, Problems, etc.] and accessing the legacy native ITIL view. Since this view is outdated and differs from the Workspace in terms of fields and UI actions, we would like to prevent users from accessing it outside of training.

Is there a way to restrict or disable access to the native ITIL view while still allowing access to Workspace?

Thank you,

Thank you

[Dr Atul G- LNG]

Hi @Arnab22 

Technically, it's not fully possible — unless you completely hide the module and application from the navigation bar, which isn’t really a good practice.

A better approach is to educate users, show them the benefits of the solution (SOW), and encourage them to use it. Beyond that, there's not much more we can do.

[Ankur Bawiskar]

@Arnab22 

yes this is possible. you can make sure all agents (itil users) are always navigated to workspace as landing page when they login.

check this link

Role based redirection with SPEntryPage 

but you can't restrict them from using native view since they can update the URL

You can train your agents and this should be part of user training.

there is a workaround to block the users from using INC, PRB, CHG in native using UI script.

check this link and try this solution

Restrict ESS or non-role users from navigating to native UI by manipulating the URL 

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