Additional roles for SOW admin

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Additional Roles for SOW Admin

    The SOW Admin role in ServiceNow can be enhanced by adding various user roles that enable specific configurations within the Service Operations Workspace (SOW). These additional roles allow for detailed management of different sections and features within the SOW Admin Center, facilitating customized configurations for improved operational efficiency.

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    Key Features

    • snadmincenter.readonly: Grants access to the adoption blueprint section.
    • scriptincludeadmin: Enables access to greetings and upcoming tasks sections on the landing page.
    • uibuilderadmin: Allows configuration of list views and contextual side panel settings.
    • personalize: Provides access to various overview sections of incident records.
    • formadmin: Configures summary and impact sections for incident records.
    • personalizeform: Customizes fields in problem and change record pages.
    • dashboardadmin: Manages donut configurations on the landing page.
    • evamadmin: Configures announcement sections in the landing page.
    • usercriteriaadmin or useradmin: Controls visibility configurations for tier 1 agents.
    • sntemplatedsnip.templatesnippetwriter: Access to response templates for incidents.
    • incidentmanager: Manages incident properties and major incident triggers.
    • itil problemmanager: Oversees Problem Management processes and configurations.
    • changemanager: Accesses Change Management configurations.

    Key Outcomes

    By adding these roles, SOW Admins can enhance their capabilities to manage incidents, problems, and changes effectively, ensuring that the SOW is tailored to meet organizational needs. This leads to improved operational processes and a more streamlined user experience within the ServiceNow environment.

    You can add various user roles to Service Operations Workspace (SOW) Admin role to perform SOW configurations.

    Table 1. Additional Roles required for SOW Admin
    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
    		 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
    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
    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
    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
    dashboard_admin Provides configuration access to the following sections of the Landing page in the SOW Admin Center:
    • Tier1 - Donut configurations
    • Tier2 - Donut configurations
    evam_admin Provides configuration access to the following sections of the Landing page in the SOW Admin Center:
    • Tier1 - Announcements
    • Tier2 - Announcements
    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.
    		 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