Dashboard is hidden in Service Operations Workspace for Non-Admin users

saminsaju
Tera Contributor

Hello everyone –

 

I’m fairly new to Workspaces and not a developer by background, so I really appreciate your patience.

 

We’re currently in the process of introducing Dashboards within Service Operations Workspace (SOW), but I’ve hit a roadblock. For non-admin users, the “Dashboard” component is not appearing in the left-hand navigator of the Workspace view—even though it’s visible for admins.

 

I’d be incredibly grateful for any guidance on how to make the Dashboard component visible to non-admin users. Is there a permission, role, or configuration I might be missing? [Screenshots attached for reference]

 

Thank you so much in advance for your help!

 

saminsaju_0-1744945130419.png

 

saminsaju_1-1744945262267.png

 

 

1 ACCEPTED SOLUTION

Sanjay Bagri1
Tera Guru

Hello @saminsaju 

 

Please find the blow steps:

To make the Service Operations Workspace (SOW) menu icon visible to non-admin users in ServiceNow, you need to configure the Workspace's visibility settings. This typically involves modifying the sys_ux_page_property table and the chrome_toolbar record associated with the SOW to include the appropriate roles. Additionally, ensure that the workspace itself is active and accessible via the Unified Navigation configuration. 

Here's a more detailed breakdown:
1. Workspace Access:
Navigate to "All > Now Experience Framework > Experiences" and select the Service Operations Workspace. 

Ensure the workspace is active by checking the "Active" field on the form. 

Verify that the workspace is associated with the "Workspace" category in the "UX Application Category M2Ms" related list. 

2. Unified Navigation Configuration:
Navigate to "Now Experience Framework > Unified Navigation Configuration". 

If the workspace is not listed in the "Workspaces" section, you may need to add it manually using the "Add a workspace to the Unified Navigation Workspaces menu" option. 
3. Access Control Lists (ACLs):
You can restrict or grant access to the workspace for specific roles by creating or modifying ux_route ACLs. 

The ACL name would typically be the URL of the workspace. 

Ensure non-admin roles have the necessary "read" access to the workspace. 

4. sys_ux_page_property:
This table stores properties related to the workspace's UI. 

Identify the properties related to the toolbar visibility and modify them to include the desired roles. 

5. chrome_toolbar:
This record defines the components in the toolbar, including the menu icon. 

Ensure the menu icon is associated with the correct component and that the component's visibility is correctly configured for non-admin users. 

6. List Applicability (for lists within the workspace):
If you're also trying to make specific lists within the SOW visible to non-admin users, you need to configure the "List Applicability" settings for those lists, as mentioned in a ServiceNow Community thread. 

By carefully configuring these settings, you can ensure that the Service Operations Workspace menu icon is visible to non-admin users while maintaining proper access control and security. 

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 


Best Regards
Sanjay Bagri

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8 REPLIES 8

Ankur Bawiskar
Tera Patron
Tera Patron

@saminsaju 

SOW is for agents/itil users to work

Are they not able to see it?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Hi Ankur - The issue is not the dashboard itself. It's the widget on the left nav menu as in the screenshot. Admins have it, but agents don't.

@saminsaju 

your agents are having which role?

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Dibyaratnam
Tera Sage

It involves the roles to which the toolbar icon(in this case the dashboard icon) should be visible and it's managed from sys_ux_page_property table and the chrome_toolbar record for the SOW.

Dibyaratnam_0-1744954805314.png