Access controls in Service Operations Workspace for ITSM

concept australia Updated Sep 10, 2026 1 min read access-controls-sow-itsm.md

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. If the user has custom or granular roles other than itil, assign the sn_sow.sow_user role to the user and update the audiences with the custom roles.
- Custom roles require updates to access control lists (ACLs) that restrict access to certain functionality.
First audience that the user belongs to.

[Omitted image "sow-access.png"] Alt text: Flow chart for SOW access

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---
title: Access controls in Service Operations Workspace for ITSM
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/access-controls-sow-itsm.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Access controls in Service Operations Workspace for ITSM

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. If the user has custom or granular roles other than itil, assign the sn\_sow.sow\_user role to the user and update the audiences with the custom roles.
    -   Custom roles require updates to access control lists \(ACLs\) that restrict access to certain functionality.
-   First audience that the user belongs to.

\[Omitted image "sow-access.png"\] Alt text: Flow chart for SOW access