Domain Separation Instance Cross Domain Ticket Creation

[Himanshu42]

Hi,

We have a Single ServiceNow instance (domain separation instance) with 3 separate domains. We need to create a incident/case from Domain 1 to Domain 2 like we create ticket in provider and vendor instances via integration hub/service bridge. 

The ask is to create the incident from Domain 1 to Domain 2, users in Domain 2 will work on the ticket and update the ticket in domain 2 and the same update/status should reflect in domain 1. 

We don't need to common incident table in Domain 1 and Domain 2, the requirement is clear that two different LOB of service provider will interact on incident created in respective domain.

#domainseparation 

#TSM

can we use rest integration from Domain 1 to domain 2 or integration hub or service bridge? 

[Dr Atul G- LNG]

Hi @Himanshu42 

The ask is to create the incident from Domain 1 to Domain 2, users in Domain 2 will work on the ticket and update the ticket in domain 2 and the same update/status should reflect in domain 1. 

Atul: Domain separation is very tricky. In your case, 

- Who will create incident, users are common in both domains?

- or you need only visibility.

In domain separation you give domain visibility to the user and then you work can be done. In this case be careful, bcz if you provide domain visibility , it may show other incidents as well.

https://youtu.be/FSbkUgcvYms

[Himanshu42]

Hi @Dr Atul G- LNG Atul,

User in domain 1 will be creating ticket in lets say domain 1 incident table which we need to be automatically create a new task or second ticket in domain 2 incident table not the same ticket number. Users will only have visibility to their respective domain and not the cross domain tables.

Like we have two different SN instance ticket create functionality but instead of two different instance we have single instance with 2-3 domains.

[Dr Atul G- LNG]

Hi @Himanshu42 

User in domain 1 will be creating ticket in lets say domain 1 incident table which we need to be automatically create a new task or second ticket in domain 2 incident table not the same ticket number.

Atul: You can create use the Flow Designer but may i know that why need to create another record. 

If you need automation,. better create a Service Account and give visibility for all domain.

Users will only have visibility to their respective domain and not the cross domain tables.

Like we have two different SN instance ticket create functionality but instead of two different instance we have single instance with 2-3 domains.

Atul: So you are using integration and domain separation.