Enabling Next Experience for Specific Agent Groups

[NeeleshP]

My organisation is curently running ServiceNow Xanadu Patch 9a in our Test Environment. We have enabled Service Operations Workspace and Next Experience UI. However, Next Experience is now turned on for all agents by default and turning it off can only be done by agents manually. We are trying to turn it on only for specific agents so we can rollout the new UI experience to all ServiceNow Agents on a team by team basis once they have received some basic usage training.

I would be very grateful for any instructions that can be provided for enabling Next Experience on a ServiceNow Group basis only. Many Thanks.

[Dr Atul G- LNG]

Hi @NeeleshP 

By default, all agents have the ITIL role, and since ITIL inherits the SOW-specific role, this causes all agents to have access to SOW.

✅ Best Practice:

• Create a new group specifically for agents who need access to SOW.

• Assign the SOW-specific role only to this new group.

• Then, remove the SOW-specific role from the ITIL role, so that only the selected users in the new group can access SOW — not all agents.

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-operation...

Role	Description	Inherited roles
itil	Provides access to all SOW pages.	sn_sow.sow_user
sn_sow.sow_user	Provides access to SOW. By default, the itil role contains the sn_sow.sow_user. In case a user has roles other than itil, ensure that sn_sow.sow_user role is assigned to the user to access SOW.	None

[NeeleshP]

Thank you very much for you response, we will give this a try.