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

Navaneeth1 · ‎11-14-2023

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?

AshishKM · ‎11-14-2023

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

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Navaneeth1 · ‎11-15-2023

Hey @AshishKM ,

Thank you for the response. While creating the new field in the task table, are you implying that that field should be inherited by the incident and change tables as well? If it's not too much to ask, could you please tell me in detail of what you had in mind for this?

I have various groups in each department, and some groups will only have read and write access to the tables. Even the SLA's will be different for each department.

Also, will referenced fields from task and incident table be updated by update sets?

AshishKM · ‎11-15-2023

Hi @Navaneeth1,

In your case, you need a strong "differentiator" or "entity" who can be easily use for this access related conditions in scripts/or/ACLs. Also you need to determine this entity should not empty for any single record and it should be auto populate.

As you know Task table is parent table for most of tables like ( incident, sc_task, change_request, problem ect. ) so its easy to use inherit property and define at task table level.

Such implementation required deep understanding of the current system and proper design with well documented process which will help you on tracking and issue resolving.

-Thanks,

AshishKMishra

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution