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

[saminsaju]

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]

Hi Dibyaratnam - 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.

[Dibyaratnam]

There is no any other configuration thats there. Can you check if the agent has the required roles and compare it with the dashboard page roles.

[Sanjay Bagri1 · Accepted solution]

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

[saminsaju]

Thank you Sanjay.

This was very helpful. I was able to confirm the version we were on had a modification in the json that didn't contain the itil role.

Appreciate your guidance. Thank you!