Service Operations Workspace Landing page not loading

[Jack Curtis]

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? 

[SupriyaWaghmode]

Hello @Jack Curtis 

✅ SOW Redirection Troubleshooting Checklist

🔐 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.

🧭 Redirection Configuration

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

🧩 Custom Logic

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

🧱 UI Builder Applicability

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

🌐 Browser Compatibility

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

🛠️ 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

www.linkedin.com/in/supriya-waghmode

[Jack Curtis]

We've since noticed this seems to only happen to users in Edge and Chrome seems to work fine

[spike]

I've had this same issue. I included the new sn_service_desk (I think that's the name) role in our internal Service Desk role and for some people that just broke stuff (it's in some of the audiences to direct people to different landing pages). When I took that role out things went back to normal.

[Tanushree Maiti]

Hi  Jack Curtis,

Service Operations Workspace (SOW) landing pages not loading in Microsoft Edge is often caused by browser cache.

Will recommend to try with Private/incognito window and try. Check whether the issue is still coming.