SOW home page redirect not working after configuring homepage destination ruleIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Problem1. Some users not being redirected to the SOW home page (/now/sow) after login, despite configuring the SOW Homepage Destination Rule.2. Changing glide.login.home to /now/nav/ui/home initially appeared to affect all users, but the redirect behavior was overridden by a user-level my_home_navigation_page preference.3. After resolving the preference issue, a 'We'll be landing at your destination shortly...' spinner appeared on the /now/nav/ui/home page, indicating a deeper issue with the Service Operations Workspace Core application version. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Root Cause1. The user-level my_home_navigation_page preference (value: default) took precedence over glide.login.home, causing the initial redirect failure.2. The spinner issue stemmed from an orphaned legacy sys_ux_screen record (7c2ed69dc3bb3010965e070e9140dd4c) delivered in pre-2.0.0 SOW Core versions, which was no longer managed by the application but retained on the instance. Trace this(sys_ux_screen record 7c2ed69dc3bb3010965e070e9140dd4c) record through the Service Operations Workspace Core (sn_sow).Summary up front: this record is a legacy artifact that no current SOW Core version delivers. It was part of an early San Diego–era ITIL→SOW redirection mechanism that was removed wholesale in SOW Core 2.0.0, and the modern redirect is handled by the SOW Homepage.— At which version is this record delivered with full field data?It was delivered, fully populated, from the first SOW Core release (Nov 2021) and remained unchanged through SOW Core 1.3.3. It was then deleted from the application in SOW Core 2.0.0 (early 2023), along with its companion landing-page macroponent and page records. Consequently, none of the versions in your environment — 7.1.3, 8.4.0, or 8.6.0 — ship this record. The last version that ever contained it was 1.3.3. There is no recent version that "delivers it with full field data"; the data you see is the original 2021 definition, not something introduced by your 8.6.0 upgrade.— Why does the record exist as an "empty shell" / non-manageable on the older version, but not on the OOB 8.4.0 instance?Because the record is the app-authored SOW Core record that only the pre-2.0.0 payload ever contained (verified in source: present through 1.3.3, deleted in 2.0.0). Its presence on your instance therefore predates your current version chain — it was delivered by an earlier SOW build and retained across upgrades, since none of 7.1.3 / 8.4.0 / 8.6.0 either deliver or remove it.The result is an orphaned record the application no longer owns or manages. When the app stopped shipping this screen'scompanion components (at 2.0.0), the orphaned screen had nothing left to render/manage against, which is the "empty/non-functional shell" appearance you observed.On the base system instance, a clean install of 8.4.0 has no pre-2.0.0 lineage, so the record was never delivered there — hence Record not found.— Why was the record not visible/accessible in the UI on the older version, and why did it become manageable only after the upgrade?The visibility/manageability is a side effect of the orphaned state described above — not of any version "populating" it. The application has not delivered this record since 1.3.3, so your 8.6.0 upgrade did not re-deliver or re-populate it (it isn't in the 8.x payload). The record's last modification (sys_updated_on = 2026-05-22) corresponds to the upgrade/repair activity re-touching the existing orphaned record, which made it individually addressable again so it could be deactivated. The field definition itself is the unchanged 2021 definitionthroughout.— Can the spinner be fixed without upgrading the SOW Core plugin?Yes. The "We'll be landing at your destination shortly…" spinner originates from this exact record's legacy forceNavigation landing logic. The fix per KB2020962 is simply to set this record Active = false, which is a single field change and requires no upgrade at all. Confirm is the record on the affected instance is already active = false, so this fix will be in place. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Steps to Resolve1. Delete the user-level my_home_navigation_page preference record for the affected user to remove the override.2. Clear the instance cache via cache.do to ensure the glide.login.home change takes effect.3. For the spinner issue, disable the legacy sys_ux_screen record (sys_id: 7c2ed69dc3bb3010965e070e9140dd4c) by setting its Active field to false, as it is a legacy artifact no longer supported in modern SOW Core versions.