How do I separate two departments using the incident and change management on the same instance?

[Navaneeth1]

My company only has one instance but there are two departments that would like to use Incident and Change Management.

Could someone please tell me the best way to separate the Incident and change management on the instance so that the configurations made for one incident and change management can be different from the configurations made for the second incident and change management?

We also need to create separate workflows and SLA's for the two departments as well.

Both departments should not be able to see or interact with any incident or change management tickets created by the other department. Is it possible for the instance to seem as though it's two separate instances (completely contained data) even though it will be shared?

[Aledis Kedwell]

Hi Naveenth,

There are lots of different ways to achieve this...some more complicated than others.

The easiest way we found was to introduce a field on Incident and Change that captures the department.  You can  then use this field to assist in driving different workflows, form layouts, field behaviours, look up values, etc.

If you want to lock down further who can see which department's records, then create a role for each department, and assign the right role to the users within that department.  Then create ACL's based on these roles for Incident and Change records.

Hope this gives you a few ideas.

[Navaneeth1]

Hey @Aledis Kedwell,

Thank you so much for your response! Does the process of domain separation help with this? If so is there any documentation or content which you followed to implement domain separation for this process?

[Aledis Kedwell]

Hi Naveenth, yes, perhaps Domain Separation can assist but I have not used this capability.  However, there is a good post on this topic already that you may find useful.

https://www.servicenow.com/community/developer-forum/pros-and-cons-of-domain-separation/m-p/1953407

Good luck!!

[AshishKM · Accepted solution]

Hi @Navaneeth1 ,

In this case, the best way to manage via access control ( ACLs and roles ) rather than domain separation, you can create a new field ( as suggested by @Aledis Kedwell) at task table level so you can use in all child tables to apply the role based ACL, 

Implementing domain separation allows you to separate data, processes, and administrative tasks into logical groupings called domain. It's paid plugin. It would be useful when organization has different business entities which need own ServiceNow logical instance. Here, domain separation works perfectly, single instance can be logically separate in domain. 

Mostly, domain separation used by companies who provide the IT Services to their client under MSP model ( manage service provider ) and they own the ServiceNow instance and create domains for multiple clients. 

Refer this for more details:  

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715934

-Thanks,

AshishKMishra