Hide UI Action for a Specific Variant in SOW Workspace (Incident)

[Javeria]

Hi devs,

I have a requirement to hide a UI Action in Service Operations Workspace (SOW) for Incident, but only for one specific variant.

Use case:

The “Create Change Request” UI Action should be visible in the default/normal variant.

The same UI Action should be hidden in a custom variant created for the incident_manager audience.

What I tried:

I updated the Condition field on the UI Action record.

However, since users with the incident_manager role also inherit the itil role, the UI Action gets hidden for them across all variants, which is not what I want.

Question:

Is there a way to control UI Action visibility at the variant level in SOW Workspace?

Can a UI Action be shown/hidden based on the active variant, rather than roles or conditions alone?

I’m struggling to find any configuration or best practice for handling UI Actions per variant.

Any guidance or workaround would be appreciated.

Thanks in advance!

[Javeria · Accepted solution]

There’s no direct way to control UI action visibility per variant in SOW.
Role-based conditions didn’t work because incident_manager inherits ITIL.

Fix:
I created a dedicated user group for the custom incident variant and updated the UI action condition to check group membership instead of roles.

Result:

UI Action remains visible in the default variant

Hidden only for users using the custom variant

No impact from role inheritance.