Service Operations Workspace Landing page not loading

Jack Curtis
Tera Contributor

4 hours ago

We recently updated our Service Operations Workspace ITSM Applications to version 7.1.4 and since then some users have reported issues with loading into Workspace. We have the default redirect for our agents to go to this page when logging in but they are unable to use the landing page. Ive been unable to recreate this when impersonating these users but it doesn't seem to be resolved by clearing cache or logging out. Has anyone seen this issue before? 

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SupriyaWaghmode
Kilo Sage

3 hours ago

Hello @Jack Curtis 

āœ… SOW Redirection Troubleshooting Checklist

šŸ” Access & Permissions

  • Verify Access Control Lists (ACLs) for the SOW module and related components.
  • Confirm users have the correct roles and permissions to access the SOW workspace.

šŸ§­ Redirection Configuration

  • Review the "Homepage Destination Rule" for SOW.
    • Ensure it is active.
    • Confirm it correctly redirects to /now/sow/home.

šŸ§© Custom Logic

  • Inspect the SPEntryPage Script Include.
    • Check for custom redirection logic.
    • Validate conditions based on user groups or roles.

šŸ§± UI Builder Applicability

  • Investigate the sys_ux_applicability_m2m_list table.
    • Confirm applicability records are correctly set.
    • Ensure no unintended restrictions on list visibility.

šŸŒ Browser Compatibility

  • Test the redirection across multiple browsers.
    • Rule out browser-specific issues or caching problems.

šŸ› ļø Known Issues

  • Check ServiceNow Known Error Database.
  • Search community forums for issues related to:
    • SOW version 7.1.4
    • User access or redirection problems

 

 

If this resolves your query marked as accepted solution / if helpful marked as Helpful.

 

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Thanks & Regards ,
Supriya Waghmode |ServiceNow Consultant
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