--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Additional roles for SOW admin # Additional roles for SOW admin {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Additional roles for SOW admin This content explains the various additional user roles that can be assigned to the Service Operations Workspace (SOW) Admin role. These roles enable configuration and management capabilities within the SOW Admin Center for different sections and functionalities. The aim is to empower administrators to customize and control the SOW environment effectively. Show full answer Show less ## Key Roles and Their Configuration Access * **snadmincenter.readonly:** Grants read-only access to the adoption blueprint section on the Overview and Learning page. * **scriptincludeadmin:** Allows configuration of greeting messages and upcoming tasks for Tier1 and Tier2 on the Landing Page. * **uibuilderadmin:** Enables configuration of list views, contextual side panel routes, display counts for lists, and overview tab visibility for Tier 1 agents across Incident, Problem, and Change records. * **personalize:** Provides access to configure overview sections like Summary, Impact, Cause, and Resolution details on the Incident record page. * **formadmin:** Enables configuration of overview sections of Incident records and list view configurations on the Landing page. * **personalizeform:** Allows configuration of section fields and details tabs in Problem and Change records, as well as list view configurations. * **dashboardadmin:** Grants access to configure donut charts for Tier1 and Tier2 on the Landing page. * **evamadmin:** Provides configuration rights for announcements for Tier1 and Tier2 on the Landing page. * **usercriteriaadmin or useradmin:** Controls tab visibility configuration for Tier1 agents on the Incident record page. * **sntemplatedsnip.templatesnippetwriter:** Enables configuration of response templates on the Incident record page. * **incidentmanager:** Manages incident properties, major incident triggers, and communication plan definitions. * **itil problemmanager:** Oversees Problem Management process, configures Problem Management settings, and acts as problem coordinator. * **changemanager:** Provides access to Change Management configurations. * Additional specialized roles related to attributes, conditions, and decision tables support specific SOW Admin functions. ## Practical Implications for ServiceNow Customers Assigning these additional roles to the SOW Admin role enables granular control over different areas of the Service Operations Workspace. This segmentation allows your administrators to delegate configuration responsibilities efficiently, ensuring that each aspect of the workspace---from incident and problem management to UI customization and dashboard setup---is managed by users with the appropriate permissions. Consequently, this leads to streamlined operations, improved user experience, and better alignment of the workspace with your organizational processes. You can add various user roles to Service Operations Workspace (SOW) Admin role to perform SOW configurations. {#additional-roles-sow-admin__table_qkn_j4g_1cc__entry__3} | Role | Description | Inherited roles | |-|-|-| | sn_admin_center.read_only | Provides configuration access to the adoption blueprint section of the Overview and Learning page in SOW Admin Center. | None | | script_include_admin | Provides configuration access to the following sections of the Landing Page in SOW Admin Center: * Greetings * Tier1 - Upcoming tasks * Tier2 - Upcoming tasks {#additional-roles-sow-admin__ul_bgr_zy4_hhc} | teamdev_code_reviewer | | ui_builder_admin | Provides configuration access to the following pages in SOW Admin Center: * List configurations - Collapsed lists section in the landing page * UX App Route section in the Contextual side panel configurations page * Set display count to improve list loading section in the SOW Properties page * Overview - tab visibility for tier 1 agents - Toggle button in the Incident record page * Overview tab section in the Problem record page * Overview tab section in the Change record page {#additional-roles-sow-admin__ul_nfs_kz4_hhc} | | | personalize | Provides configuration access to following sections of the incident record page in SOW Admin Center: * Overview - Summary * Overview - Impact * Overview - Cause * Overview - Resolution * Details - Record * Details - New Record {#additional-roles-sow-admin__ul_jlh_rgp_hhc} | | | form_admin | Provides configuration access to following pages in SOW Admin Center: * Overview - Summary section in the Incident record page * Overview - Impact section in the Incident record page * Overview - Cause section in the Incident record page * Overview - Resolution section in the Incident record page * List configurations - List view configurations in the Landing page {#additional-roles-sow-admin__ul_x2k_hhp_hhc} | | | personalize_form | Provides configuration access to the following pages in SOW Admin Center: * Section fields in the Problem record page * Details tab in the Problem record page * Details tab in the Problem task record page * Section fields in the Change record page * Details tab in the Change record page * Details tab in the Change task record page * List configurations - List view configurations in the Landing page {#additional-roles-sow-admin__ul_qzn_mhp_hhc} | | | dashboard_admin | Provides configuration access to the following sections of the Landing page in the SOW Admin Center: * Tier1 - Donut configurations * Tier2 - Donut configurations {#additional-roles-sow-admin__ul_wpb_3jp_hhc} | | | evam_admin | Provides configuration access to the following sections of the Landing page in the SOW Admin Center: * Tier1 - Announcements * Tier2 - Announcements {#additional-roles-sow-admin__ul_wzk_ljp_hhc} | | | user_criteria_admin or user_admin | Provides configuration access to the Overview - tab visibility for tier 1 agents - Configure button section of the Incident record page in SOW Admin Center. | | | sn_templated_snip.template_snippet_writer | Provides configuration access to the Response templates section of the Incident record page in SOW Admin Center. | | | Incident Manager \[incident_manager\] (Existing role with added responsibilities) | * Manages incident properties and major incident trigger rules. * Can create and edit Communication Plan Definitions. {#additional-roles-sow-admin__ul_utd_t5d_kdb} | itil | | problem_manager | Responsible for the overall Problem Management process and can configure Problem Management settings in the SOW Admin Center. Also, act as a problem coordinator. | problem_coordinator | | change_manager | Provides access to configurations related to Change Management in SOW Admin Center. | * sn_sttrm_attribute_read * sn_sttrm_condition_read * sn_chg_soc.change_soc_admin * personalize_decision_table_input * sn_sow_admin.sow_admin_center_user * itil {#additional-roles-sow-admin__ul_xbp_cck_bgc} | [Table 1. Additional Roles required for SOW Admin] {#additional-roles-sow-admin__table_qkn_j4g_1cc} **Related concepts** * [Service Operations Workspace for ITSM glossary](https://www.servicenow.com/docs/MNNA65TnBh5gl7Vr7K~VSQ#glossary-landing-sow-itsm "The glossary defines the terms and concepts used in Service Operations Workspace for ITSM.") **Related reference** * [Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM](https://www.servicenow.com/docs/VWfetkO2IrkQj4iUczPyqg "Look for the version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace for ITOM applications.") * [Service Operations Workspace for ITSM data model](https://www.servicenow.com/docs/eKtQEMOZLGDs0XjXZgQ_GQ "Learn about Service Operations Workspace (SOW) for ITSM by viewing the data model relationship diagram. This diagram shows the relationships between the tables within the application and provide an overall picture of how SOW operates.") * [Components installed with Service Operations Workspace ITSM Applications](https://www.servicenow.com/docs/9OURE2wK9eFDAF_QvCGlqw "Several types of components are installed with the Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) installation, including user role, plugins, and ServiceNow Store applications.")