Users in Service Operations Workspace for ITSM

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

    • Users can access various Service Operations Workspace for ITSM pages based on assigned roles and associated service desk groups and audiences.

    Table 1. Users in SOW
    User Description
    Tier 1 agent User who has the itil or sn_sow.sow_home role and belongs to a service desk group.
    Primarily focused on the life cycle of the following records:
    • Interaction
    • Incident
    • Request
    Tier 2 agent User with the itil role.
    Primarily focused on the life cycle of the following records:
    • Incident
    • Request
    • Change
    • Problem
    • Major incident