SOW not accessible with itil role having old sys_idIssue Service Operations Workspace is not accessible for the users having the ITIL role with old sys_id other than the one shipped out of the box.CauseThe sys_id of the ITIL role got changed because of the plugin loading order issue. Please refer PRB652319 for more details. So, a few customer instances have the ITIL role with a different sys_id other than what we ship out of the box. We are referring to the ITIL role in some of the artifacts in SOW to make it accessible for the users having the ITIL role. As the actual ITIL role's sys_id is different from the one that we ship out of the box the SOW is not accessible. sys_id mismatch for sys_user_role ResolutionThe PRBs are raised for the platform to use role names instead of sys_id in the above records: PRB1627132, PRB1627142 Meanwhile, the customers can use the below workaround to fix the issue. A few of the records in the below tables are referring to the ITIL role sys_id and are being used in SOW. So, these need to be updated to refer to the correct sys_id that exists on the customer's instance. sys_ux_applicabilitysys_declarative_action_assignmentuser_criteria Filters to access the records which are referring the ITIL role in SOW: sys_ux_applicability: /sys_ux_applicability_list.do?sysparm_query=rolesLIKE282bf1fac6112285017366cb5f867469%5Esys_scope.nameSTARTSWITHservice%20operationssys_declarative_action_assignment: /sys_declarative_action_assignment_list.do?sysparm_query=required_rolesLIKE282bf1fac6112285017366cb5f867469%5Esys_scope.nameSTARTSWITHservice%20operationsuser_criteria: /user_criteria_list.do?sysparm_query=roleLIKE282bf1fac6112285017366cb5f867469%5Esys_scope.nameSTARTSWITHservice%20operations