Access controls in Service Operations Workspace for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can determine which users can access Service Operations Workspace for ITSM after logging in to the ServiceNow instance or access the Service Operations Workspace for ITSM landing page.

    For a user, access to Service Operations Workspace for ITSM is based on the following criteria:
    • Is the redirection upon login enabled to the Service Operations Workspace landing page.
    • Does the user have the sn_sow.sow_user role to access SOW manually or when redirected upon login.
      Note:
      • The itil role contains the sn_sow.sow_user role. But if the user has any custom or granular roles other than itil, then the sn_sow.sow_user role should be assigned to the user and the audiences should be updated with custom roles.
      • Custom roles require updates to ACLs (access control lists) that restrict access to certain functionality.
    • First audience that the user belongs to.

    Flow chart for SOW access