How can agents select SOW Landing Page instead of Overview Dashboard in ServiceNow?

[Puneet Hegde1]

Hi everyone,

I’m working on a requirement in ServiceNow where we want agents to land directly on the SOW (Service Operations Workspace) landing page instead of the default Overview Dashboard when they log in or open the workspace.

Currently, agents are always redirected to the Overview Dashboard, but the business wants them to start from a specific SOW landing experience (for example, a custom page or queue-focused view).

I’m trying to understand:

• Is there a configuration in ServiceNow that allows us to control or override the default landing page for agents in SOW?
• Can this be achieved using UI Builder settings, workspace configurations, or route overrides?
• Are there any best practices or supported approaches to change the initial landing page for all users or specific roles?
• Has anyone implemented a similar customisation without impacting upgrades?

Any guidance, documentation references, or examples would be greatly appreciated.

Thanks in advance!

[Puneet Hegde1]

Hi @Ankur Bawiskar Ankur,

Currently, multiple teams are using their own customised dashboards. It is expected that the new SOW page should land users on their respective team-specific dashboards rather than a generic one.

For example, the Software Support team uses a dashboard that displays team-assigned incidents, cases, requests, survey feedback, and other relevant data. Similarly, the Hardware team has developed and customised its own dashboard over the years based on specific requirements. In total, around 12–13 teams are using such tailored dashboards.

At present, users rely on the Preferences → User Experience setting to define their default landing dashboard. However, when logging in through SOW, the dashboard URL is statically set to now/sow/home. As a result, even if users configure their preferred dashboard, they are still redirected to the default dashboard instead of their customised one.

Thank you,
Puneet

[Ankur Bawiskar]

@Puneet Hegde1 

suggested approach

-> Disable SOW auto-redirection in sys_homepage_destination_rule

-> Let users continue using their own dashboard preference / most recently visited dashboard

-> Allow users to open SOW intentionally from navigation, favorites, modules, or links instead of forcing SOW as the login landing page

Note: This approach fits your requirement better than trying to dynamically open 12–13 legacy dashboards from a single SOW home route, since the SOW landing path is set at the workspace level and supports only common routes (e.g., home or list), not per-user legacy dashboard resolution.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@Puneet Hegde1 

Thank you for marking my response as helpful.

Do let me know if that works.

Please let me know if any assistance is needed.

[PradeepReddyA]

Hi @Puneet Hegde1 

This can be configured through UI Builder by following these steps:

1. Navigate to UI Builder.
2. Under the Experiences section, search for Service Operations Workspace.
3. Open the Tier 2/3 Specialist Landing Page and create a variant and work on it.
4. Locate the Dashboard component. You will find that the default dashboard is configured with the Overview dashboard Sys ID.
5. Create a Data Resource and configure it to return the appropriate dashboard Sys ID based on the user's group.
6. Bind the Dashboard component to this Data Resource so that users belonging to specific groups are presented with the corresponding custom dashboard.

Hope that Helps!