Service Operations Workspace access for agent without ITIL role.

[Vijay Baokar]

Hi Folks,

I can see that if user has admin or itil role then he can access SOW (Service Operations Workspace) and can perform all basic work like working on incident, problem, change, request and task etc.

But what if we don't want to give itil role to everyone since it has license cost instead can we have other role which will enable agent to work on workspace without any access issue ?

sn_sow.sow_user, this role says "This role enables users to access Service Operations Workspace and to perform basic operations in Workspace." but its not working if we remove itil role from user.

any workaround ?

[Mark Manders · Accepted solution]

Working in the workspace is the same as working in the old ui: to create/read/update records, you need the correct roles to be able to do that.

ServiceNow is role based and roles cost licenses. If you have ticket handlers, they will need ITIL. That's the case in the old backend and on the workspace. The workspace isn't a way to suddenly use less licenses.