Allowing visibility and assignment of incidents to groups across domains

[nomemon]

We're running a domain separated instance wherein we have 4 domains at present.

The parent domain can see all the assignment groups across the 3 child domains.

Now we are encountering a scenario wherein we want an itil user in Child domain 1 to assign an incident to Group A that exists in Child domain 2; but we dont want an itil user in Child domain 3 to assign incidents to that Group A that exists in Child Domain 2. i.e. we dont want to make Group A a global group

So in the global domain as a global admin, I have made Group A that was built in Child domain 2 visible to Child domain 1 by adding Visibility domains related list to the form.

However, when i look at the list of available groups in the Child domain 1, I do not see this Group A, and so a user in Child Domain 1 cannot assign incidents to a user in Child domain 2.

What extra steps should i be taking to ensure visibility and assignment of incidents to groups across domains, without marking these groups as 'global'?

[Michael Fry1 · Accepted solution]

I suspect that something on the dictionary for Assignment Group is preventing this from working. Maybe something n the ref qualifer or dependent field. Regardless, this isn't an easy solution but maybe you can use Group type field (wiki: Configuring Group Types for Assignment Groups - ServiceNow Wiki) to help figure out a solution.

Let me know what's in the dictionary field, maybe we can figure this out.

[hblair]

The only way to make what you want to work is making making them apart of the "Global" domain.   However beware, that is a dangerous practice to get into in a domain seperated instance.   You could control it better with category lists that auto assign to assignment groups.

Hope this helps

Hank