Unable to Switch to New ServiceNow UI (Polaris / Next Experience) Despite Property Being Enabled

[Sandeep Goudar]

Hi Community,

I'm trying to switch from the Classic UI to the new ServiceNow UI (Polaris / Next Experience) on our instance, but I'm unable to do so.

Here's what I've checked so far:

• The Polaris/Next Experience system property is enabled (true).
• I do not see any "Switch Experience", "Try New UI", or similar option in the user menu.
• I checked sys_user_preference.list for my user account but could not find any Polaris or Next Experience related preferences.
• My goal is to enable the new UI only for my user account, not for all users.

I have a few questions:

1. Are there any specific roles required to access Polaris / Next Experience?
2. Is there a user preference or setting that can force the new UI for an individual user?
3. Are there any audience restrictions, experience configurations, or additional plugins that need to be enabled?
4. What is the recommended way to troubleshoot when the Polaris property is enabled but the switch option is not available?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks in advance!

[SVimes · Accepted solution]

There is a property you might need to add or enable for a user preference: glide.ui.polaris.on_off_user_pref_enabled

Here is the support article I used. KB1117832 

I did end up finding it in the documentation as well, but it is an anecdote rather than with the list of properties. Link to Next Experience Documentation 

[Sandeep Goudar]

Thank you so much, this worked perfectly. I tested it in my development instance and it is working as expected. I plan to enable it in Production soon.

I do have one question: Does this require any specific role or license, or can it be used without any additional permissions?

[SVimes]

I didn't come across anything like that when I enabled that for a company I worked for. NEUI is intended to be the experience used by default which people will see on newer instances. My Australia PDI has it enabled by default, but I can enable that property to disable that experience for myself if needed. It was quite nostalgic to see the old interface.

[Sandeep Goudar]

Thanks for the clarification. That's what I thought as well. I haven't seen any indication that NEUI requires additional licensing, especially since it's the default experience for newer instances. Good to know you've enabled it before without any licensing issues. And yes, seeing the classic UI again definitely feels nostalgic! 😊