--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Manage configurations in Service Operations Workspace for ITSM # Manage configurations in Service Operations Workspace for ITSM {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 minutes to read From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help. ## Before you begin Role required: sn_sow_itsm_admin.sow_admin_user, admin, change_manager ## About this task The Admin Center consists of the following tabs: * Overview: Provides access to all customizations available in Service Operations Workspace for ITSM. * Configurations: Provides access to page-related customizations available in Service Operations Workspace for ITSM. For example, the landing page, incident record page, and modern change management page. * Learning: Provides access to learning resources to assist the admins in gaining a deeper understanding of SOW configuration. These resources are designed to provide users with the necessary knowledge and skills to effectively configure and manage ITSM. {#manage-admin-console-sow-itsm__ul_k1b_zqt_cyb} ## Procedure 1. Navigate to AllService Operations Workspace Admin CenterOverview. 2. **Optional:** If not already installed, from the Configure ITSM Core section, install applications such as Incident Management. 3. Select any of the following options. | Option | Description | | Migrate configurations and customizations from ITSM Agent Workspace to SOW for ITSM | On the Overview tab, from the Initial Setup section, select the Migrate from ITSM Agent Workspace to SOW option. For information about this migration utility, see [Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/YvyIc2AxZmm4MVrgMcnadA "You can easily migrate common customizations and configurations for various features from ITSM Agent Workspace to Service Operations Workspace for ITSM using the on-screen migration utility. With this migration, you won't have to rebuild these features in Service Operations Workspace for ITSM. For these features, you can migrate any specific record types and elements or all of them."). | | Configure the landing page | 1. On the Overview tab, from the Initial Setup section, select the Configure the landing page option. 2. To modify the landing page redirection properties, do the following steps. 1. Select Landing Page ConfigurationsLanding page redirection. 2. For the required property, select Configure. For information about these properties, see [Redirect non-admin users to Service Operations Workspace](https://servicenow-prod.fluidtopics.net/kVEIwt6LQo5zw2GyfhzsIA "Enable a non-admin user to start prioritizing tasks quickly by redirecting to Service Operations Workspace after logging in to the ServiceNow instance."). 3. Edit the property and select Update. {#manage-admin-console-sow-itsm__ol_z54_gyr_dcc} 3. To configure landing page sections, do the following steps. 1. Select Landing Page ConfigurationsLanding page. 2. If available, select Configure beside the following landing page options to configure them and use the toggle switch beside the options to modify the visibility. * Greeting message that is displayed as a header. * For tier 1 and tier 2 agents, the default list view visibility for donuts. Collapsing the list view reduces the page load time and it can be expanded by selecting any donut card. * For tier 1 and tier 2 agents, customizations for various landing page sections such as Overview (donut cards), Announcements, Quick Links, and Upcoming, and also the visibility for a few of these sections. * For tier 1 agents, visibility of the Getting started section that provides an overview of key features in Service Operations Workspace. {#manage-admin-console-sow-itsm__ul_onn_wwt_cyb} For information about landing page customizations, see [Customizing Service Operations Workspace for ITSM to align with your requirements](https://servicenow-prod.fluidtopics.net/L9_nX3SUW0A8ODjAphIK7w "You can align with your organization's individual requirements by customizing Service Operations Workspace."). {#manage-admin-console-sow-itsm__ol_nbs_qyr_dcc} {#manage-admin-console-sow-itsm__ol_o5y_2sy_2bc} | | Configure the availability and order of contextual side panel tabs for record pages | 1. On the Overview tab, from the Initial Setup section, select the Configure the contextual side panel option. The Contextual side panel configurations page is displayed. 2. To configure the availability of a tab for all applicable pages in SOW for ITSM, do the following steps. 1. Select the associated app route for the required tab. 2. From the More Actions drop-down, select Activate or Deactivate. {#manage-admin-console-sow-itsm__ol_g1c_cbs_dcc} 3. To modify the order of a tab for all applicable pages in SOW for ITSM, edit the Order field for the associated app route. Note: Ensure that the user's scope is set to that of the app route. {#manage-admin-console-sow-itsm__ol_dhg_d1s_dcc} | | Configure the SOW properties | 1. On the Overview tab, from the Initial setup section, select the Configure option. 2. Select SOW Properties and then configure any of the following options: * Email notification redirection to SOW: Configure the email notifications to redirect the users to the Service Operations Workspace (SOW) view instead of Classic UI16. For more information, see [Email notification redirection for incident and major incident](https://servicenow-prod.fluidtopics.net/uwWiIC53VKIpfmWRIixfhQ "You can redirect the users to the incident or major incident record in Service Operations Workspace (SOW) instead of opening in the UI16 interface of Incident Management or Major Incident Management."). * Set display count to improve list loading: Configure the fuzzyCount property to modify how the number of records is displayed on the Service Operations Workspace (SOW) list page. Configuring the fuzzyCount property helps improve the system performance. For more information, see [Configure the list page in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/sOG6uRE2tldFdHJ7HS4bLg "Configure the fuzzyCount property to modify how the number of records is displayed on the Service Operations Workspace (SOW) list page. Configuring the fuzzyCount property helps improve the system performance."). * Reference field auto-load behavior: Use the option to configure the Reference search on click  (ref_search_on_click) UX page property. When the property is set to false, selecting empty reference fields such as Configuration item, Service offering, and Service or when user starts typing input on the reference fields displays only the recent selection values instead of automatic searching and displaying the results of all the field values available in the system. * Hide contextual side panel for specific table and tab combinations: Allows admins to define specific table and tab pairs in Service Operations Workspace (SOW) where the page default contextual side panel is hidden, prioritizing the embedded contextual side panel within the tab content instead. For more information, see [Hide contextual side panel](https://servicenow-prod.fluidtopics.net/O_ZAhtorK6qHvRIcrjRztw "Set the hideContextualSidebar page property to determine when to hide the default primary contextual side panel for specific table-tab combinations, showing the tab's embedded contextual side panel in its place."). {#manage-admin-console-sow-itsm__ul_g3w_cfz_h3c} {#manage-admin-console-sow-itsm__ol_wxr_q2z_h3c} | | Configure SOW vs Classic UI16 redirection | Enables you to configure the redirection of the classic UI16 module navigation links such as forms and lists across all or selected application, for selected or all users, and user groups to the equivalent Service Operations Workspace (SOW) experience. Available options: * Global configuration for all users redirection * Custom configuration {#manage-admin-console-sow-itsm__ul_yfx_3dn_k3c}For more information, see [Redirect UI16 module links to Service Operations Workspace](https://servicenow-prod.fluidtopics.net/vL8HZs36~TCAlAHAiJ5i~w "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience."). | | Configure the incident record page | 1. On the Overview tab, from the Incident Management section, select the Configure option. 2. On the Incident record page, configure any of the incident record elements using any of the following options: * Overview: Configure any of the following options for the Overview tab. * Tab visibility for tier 1 agents: Configure the visibility settings to display the Overview tab for the tier-1 agents. You can also configure the user criteria to include or exclude users with other roles and user groups. Note: * By default, the Overview tab is displayed for the tier-1 agents. * When you choose to hide the Overview tab for the tier-1 agents, the Details tab opens by default. * This option is available only if the glide.ux.user_criteria_enabled property is true. For more information, see [Enable the user criteria property](https://www.servicenow.com/docs/access?context=enable-user-criteria-property&version=australia&pubname=australia-application-development&ft:locale=en-US). {#manage-admin-console-sow-itsm__ul_fy3_lsg_1cc} * Summary: Configure the fields layout, UI elements and the visible data content on the Summary section of the Overview tab. * Impact: Configure the fields layout, UI elements and the visible data content on the Impact section of the Overview tab. * Cause: Configure the fields layout, UI elements and the visible data content on the Cause section of the Overview tab. * Resolution: Configure the fields layout, UI elements and the visible data content on the Resolution section of the Overview tab. {#manage-admin-console-sow-itsm__ul_rjn_kcg_1cc} * Details: Configure any of the following options for the Details tab. * Record: Provides further details on the incident record. Configure the fields layout, UI elements, and the visible data content of the Details tab using form builder. * New record: This layout appears when an agent creates an incident record. Configure the fields layout, UI elements, and the visible data content of the Details tab using form builder. {#manage-admin-console-sow-itsm__ul_t44_xcg_1cc} * Response templates: Create and configure response templates for incidents. Response templates are used as reusable messages that you can copy and paste in the required areas such as email or chat for a quick response. To use the response template feature, the users must have the sn_templated_snip.template_snippet_reader role. The number of the response templates created for the incident table is displayed in this section. For more information on defining and configuring the response templates for incident tables in Service Operations Workspace, see [Response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). * Incident management properties: Configure the incident features using the incident management properties. For more information on configuring incident management properties, see [Incident Management properties](https://servicenow-prod.fluidtopics.net/JumsDWwfk6ZuI009CrAcBw "Incident Management properties are used to control features such as copying and creating child incidents. The major incident properties control the promotion of major incident candidates to major incidents."). {#manage-admin-console-sow-itsm__ul_lsg_w4d_xzb} {#manage-admin-console-sow-itsm__ol_kqw_g5y_2bc} For more information about configuring the field layout, UI elements and the visible data content using form builder, see [Customize forms within a form component](https://www.servicenow.com/docs/access?context=learn-by-example-edit-form-component&version=australia&pubname=australia-application-development&ft:locale=en-US). For information about incident record page customizations, see [Customize the incident record page](https://servicenow-prod.fluidtopics.net/NxOtbf6LUBNU84sL3lR~nA#customize-the-incident-record-page "You can customize the Overview tab and the contextual side panel for an incident."). | | Configure the Major Incident Management features | 1. On the Overview tab, from the Major Incident Management section, select the Configure option to configure the Major Incident Management features. 2. Configure any of the following options: * Major incident manager role * Major incident trigger rules * Communication templates * Communication plans * Playbook * Email notifications * Timeline configurations for post incident report. {#manage-admin-console-sow-itsm__ul_dq5_xs1_fbc} {#manage-admin-console-sow-itsm__ol_fvh_ws1_fbc}For more information on the configurations of features in Major Incident Management in Admin Center, see [Configuring Major Incident Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/0AUPBE3AopBJ1eBXkF8Law "Configure the features in Major Incident Management to use and manage major incidents in Service Operations Workspace."). | | Configure the Problem Management features | 1. On the Configurations tab, select the Problem Management option. 2. Configure the following options. * Problem record: choose whether to enable the overview tab, and configure the problem record UI elements and the visible data content. For more information, see [Customize forms within a form component](https://www.servicenow.com/docs/access?context=learn-by-example-edit-form-component&version=australia&pubname=australia-application-development&ft:locale=en-US) * Problem task record: configure the problem task record UI elements and the visible data content. For more information, see [Customize forms within a form component](https://www.servicenow.com/docs/access?context=learn-by-example-edit-form-component&version=australia&pubname=australia-application-development&ft:locale=en-US) {#manage-admin-console-sow-itsm__ul_hsb_blp_ccc} {#manage-admin-console-sow-itsm__ol_xdz_ghh_ccc} | | Configure the Change Management features | 1. On the Configurations tab, select the Change Management option. 2. Configure the following options. * Modern change adoption: Contains widgets which navigates to the configuration pages for change models, change approval policies, risk and success scores, and automating DevOps changes. * Change models: Create optimized change state models with policy-based automation capabilities that are fit-for-purpose to increase change efficiency and velocity. Create change models, change model condition types, and change flows through this section. * For information on creating a change model, see [Create a Change model](https://servicenow-prod.fluidtopics.net/JlM44Mwbj5c2SAcXBt_~Wg "Create change models to configure the states and transitions to match your organization's change processes."). * For information on creating change model condition types, see [Create predefined transition condition types](https://servicenow-prod.fluidtopics.net/xrU0y~ZbYUJ7Dc_UvnF0Qw "Create predefined transition conditions to reuse the conditions for your Change models."). * For information on configuring flows, see [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&version=australia&pubname=australia-application-development&ft:locale=en-US). {#manage-admin-console-sow-itsm__ul_sxc_5ll_sbc} * Change approval policies: Create change approval policies to streamline your approval process. Ensure that changes gain the approvals needed to drive stability and compliance, without compromising on change velocity. Create change approval policies and definitions through this section. * For information on creating change approval policies, see [Create change approval policies](https://servicenow-prod.fluidtopics.net/_DNyI_3KYlcl4IHJm9DCQQ "Use a change approval policy to define approvals that should be generated for your change."). * For information on creating approval definitions, see [Create approval definitions](https://servicenow-prod.fluidtopics.net/TgagZuczmXsEqI7Df2jxlw "Use approval definitions to define a set of criteria that are evaluated automatically before the policy is marked as approved."). {#manage-admin-console-sow-itsm__ul_a2t_5ml_sbc} * Risk and success scores: Use data-driven risk capabilities (risk conditions, risk calculations, and ML-based risk intelligence) to take the subjectivity out of risk and have automatic, data-driven determinations. Create risk conditions, change success score ratings, success probability definitions, risk assessments, and calculated risk score through this section. * For information on creating risk conditions, see [Risk conditions and calculation](https://servicenow-prod.fluidtopics.net/knSZR7uLrp88jGOKfl~r0w "Change Management features provide ways to calculate and assess the risk of change requests, and to identify and resolve conflicts."). * For information on creating change success score ratings, see [Change success score](https://servicenow-prod.fluidtopics.net/B0mqJSRYCtUEahQQJwwbWA "Use team historical data for insights into team performance. The score value helps you to determine how likely the team is to complete your change request without issues."). * For information on creating success probability definitions, see [Success Probability definitions](https://servicenow-prod.fluidtopics.net/rcGiJNeytqBBItmTKMATaw "Success Probability definition is a configuration that defines the probability and the matching conditions of a change request."). * For information on creating risk assessments, see [Risk assessment](https://servicenow-prod.fluidtopics.net/0BQeXaK7TPpu6rq~X35CCQ "There are two methods to calculate the risk of a change. The Best Practice - Change Risk Calculator is activated in the base system by default. Change Management - Risk Assessment is optional."). * For information on calculated risk score, see [Calculated Risk Score](https://servicenow-prod.fluidtopics.net/UWOXSSeOPTFUFjhn6X2Rgw "Risk lookup table is to get the risk value corresponding to the success probability value and impact value."). {#manage-admin-console-sow-itsm__ul_zn5_ynl_sbc} Note: You can also navigate to the Change Success Dashboard to see trends in resolution efficiency for a team, change type, or change model over time based on the parameters used to calculate the overall success score. For more information, see [Exploring ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/VycmGDxkm_qAzq1WqfCpqw "Get an overview of the ITSM Success Dashboard indicators to understand the different components in the dashboard and how you can use the dashboard for your organization."). * Automate DevOps changes: Automate DevOps changes with DevOps Change Velocity. Connect and configure tools from your DevOps toolchain with our DevOps data model to drive enhanced DevOps change traceability. Automatically create changes from CI/CD pipeline executions with relevant DevOps data attached and leverage that data to drive full change approval automation. For more information, see [DevOps Change Velocity](https://servicenow-prod.fluidtopics.net/yP9HNelD4XsJmRfcSxdciw "With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance."). * Change record: Configure the change record UI elements and the visible data content. For more information, see [Customize forms within a form component](https://www.servicenow.com/docs/access?context=learn-by-example-edit-form-component&version=australia&pubname=australia-application-development&ft:locale=en-US). * Change task record: Configure the change task record UI elements and the visible data content. For more information, see [Customize forms within a form component](https://www.servicenow.com/docs/access?context=learn-by-example-edit-form-component&version=australia&pubname=australia-application-development&ft:locale=en-US). {#manage-admin-console-sow-itsm__ul_wds_n5c_sbc} | | Configure the On-Call Scheduling features | 1. On the Configurations tab, from the SOW configurations section, navigate to the On-call Scheduling tile and select Configure. 2. Configure any of the following options through a guided experience to improve the productivity of group managers and on-call agents. * On-call user groups and preferences. For information about these preferences, see [Configure preferences for a user group](https://servicenow-prod.fluidtopics.net/nO5QgNqiX0699Dv~ggDWyQ "Specify the On-Call preferences for a user group."). * On-call templates * Schedule templates. For information about on-call schedules, see [Configure or update an On-Call schedule](https://servicenow-prod.fluidtopics.net/kNURfWU6ufHEPe8pO2WMdQ "Create an On-Call schedule or edit an existing schedule by defining shifts and rosters.") and [Update a schedule entry](https://servicenow-prod.fluidtopics.net/0zKOderZfPOLC~_Y_7pd~Q "You can deactivate a schedule entry or update setting like schedule entry type, date, or time."). * Group templates. For information about group templates, see [Create a group template to simplify configuring schedules](https://servicenow-prod.fluidtopics.net/gSKwdkdZAWPNiF4Q7Yiobg "Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.") and [Create a shift template to simplify configuring shifts](https://servicenow-prod.fluidtopics.net/EHCospgou62G40leVH1YBA "You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates."). * Escalation policy templates. For information about escalation policy, see [Create an escalation policy](https://servicenow-prod.fluidtopics.net/TXIJ_Ok9NBwtwciJbJ4IZw "An escalation policy includes the policy type that defines the order in which rosters and roster members receive escalation notifications. You can create a custom escalation policy for a shift by overriding settings in a default escalation type, for example, by configuring custom delays between escalation steps."). * Contact preference templates. For information about contact preferences, see [Configure my availability and contact preferences](https://servicenow-prod.fluidtopics.net/A9iSwRRZu5lgHCesNiceBg "You specify your availability and the methods to use to contact you for On-Call escalations. The instance notifies you if an admin overrides your settings for some reason."). {#manage-admin-console-sow-itsm__ul_mhc_pp4_cfc} * On-call trigger rule table configuration. For information about creating and configuring trigger rule table config, see [Configure a table for escalation trigger rules](https://servicenow-prod.fluidtopics.net/CjSf5LOYlcioznNQMqj7XQ "Configure escalation trigger rules for the tables that do not extend tasks."). * On-call properties. For information about these properties, see [System properties for On-Call Scheduling](https://servicenow-prod.fluidtopics.net/LnPeuCxU~5Qu4txwXNJQng "The property settings configure On-Call Scheduling operations."). {#manage-admin-console-sow-itsm__ul_flh_xn4_cfc} 3. Update the configuration and mark it complete, or skip the configuration. Note: You can restart a skipped configuration. {#manage-admin-console-sow-itsm__ol_aqj_jm4_cfc} | | Configure the Service Reliability Management sections | 1. On the Configurations tab, select the Service Reliability Management option. 2. Configure any of the following options: * Assign and import * Governance and Autonomy * Integrations {#manage-admin-console-sow-itsm__ul_etw_hcs_dcc} Note: This option isn't available for the SOW admin role. For more information on the various roles in the Admin Center, see [Admin Center in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/hNMOlLdPwsKCqBUmqmKfwA "The Admin Center provides centralized control of the instance to admins. It provides effortless, quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities."). {#manage-admin-console-sow-itsm__ol_dtw_hcs_dcc}For information about Service Reliability Management configurations, see [Service Operations Workspace setup for SRM](https://www.servicenow.com/docs/access?context=sr-sow-admin-setup&version=australia&pubname=australia-it-operations-management&ft:locale=en-US). | | Configure the Notify features | 1. On the Configurations tab, from the SOW configurations section, navigate to the Notify tile and select Configure. 2. Configure the following options: * Configure your provider preferences. * Configure Notify properties {#manage-admin-console-sow-itsm__ul_yjc_lvs_dfc} For more information on configuring Notify, refer [Configuring Notify in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/n2Vi3fFlpOezpBfUn5qUaQ "Configure the Notify properties and Microsoft Teams guided setup for initiating a conference call in Service Operations Workspace."). {#manage-admin-console-sow-itsm__ol_sf4_hws_dfc} | |-|-| {#manage-admin-console-sow-itsm__choicetable_lg2_mrt_cyb} *[\>]: and then