Use Case Q - ability to use Universal Request to link to SD and INC teams on separate instances

[BeckyM]

I believe today Universal Request is only usable on the same instance of SN.  We have a use case that has a need to pass a Service Desk incident on one instance to a L2 STD Incident and team (or different service desk team) supported on a different instance.  Anyone heard of this type of use case or enhancement request for SN functionality to accomplish this?  Long shot, but I have to believe this want has come up before...

[Harneet Sital · Accepted solution]

Solution-wise speaking, this should be an integration between two instances as usually the metadata (Groups, Users, Reference data) of each instance is different so there ideally can't be any parent record holding both the records. But of course for linking, you can use correlation ID on both the records with either a unique identifier (number or sys_id of the record) and create records using the table API on the other instance. 
The mentioned use case is a classic example of distributed help desks and is usually resolved using integrations, there is no OOB solution as far as I can think of.

-Harneet Sital
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[Dr Atul G- LNG]

Hi @BeckyM 

No, currently UR is only used in 1 instance only for Inc. As said by @Harneet Sital as well, if you want you can to do integration but no OOTB module available. I might be wrong but check the Service Bridge as well.