Domain Separation - Domain visibility list only if Top contains the domain?

[david_legrand]

I have a weird behavior on my DEVELOPER Fuji instance.

According the Domain Separation Setup - ServiceNow Wiki, I should be able to easily add a "domain contains another domain". (and it worked for me on Eureka instances if my memories are correct).

Structure:

I want to give "MSP Offshore" accesses to "Customer 1" and "Customer 4".

So I click on "edit", for the "contains domains" and I don't have any domains because the domain can't see the full hierarchy.

My workaround is:

1) On the Top domain, add "contained by" MSP Offshore (to give MSP Offshore the full access to the hierarchy)

2) On the MSP Offshore domain, go back on the "contains domains", add the necessary domains and remove the TOP domain.

But do we agree this is not how the domain separation should work on the contains domains?

[david_legrand]

No it's not the Domain Picker, it's on the "Domain definition".

you can follow the steps I put in the example or we can use an example with the demo data.

We have the domains Cisco and Acme (in the default demo data).

I want to use the "Contains Domain" or the "Contained By" related list to say "The Cisco Domain have access to the ACME domain".

If I click on "edit", I have this page but I can't select any domains

I need first to go to the TOP domain, to add on the "Contained By" list the Cisco domain, then go back to the Cisco domain, add the Acme domain into the "Contains domains" and finally remove the link Cisco contains TOP.

So it's not smooth to add Domains into the lists (so the procedure I described is more a workaround from my point of view), this behavior wasn't on Eureka (I tested just in case on a clean instance) and the wiki says on Domain Separation Setup - ServiceNow Wiki

I just reproduced on my DEVELOPER instance using Fuji patch 5.

Regards,

[Deepak Ingale1]

Thank you very much for detailed explanation.

We will also have to follow this workaround till the time it gets sorted out by means of hotfix or patch..

[Deepak Ingale1]

Hello David,

We have a Helpdesk members which is supporting around 6 customers.

We have a separate domain for these members. (Lets Say Domain 'A').

Other 6 customer domains are (U,V,W,X,Y,Z).

Now, in order for these helpdesk members to see incidents and all other records,   I have configured 'Contains' relationship between A domain rest of the domains each. (Domain A contains Domain X and so on).

I could able to do this by the workaround that you have provided for Fuji.

Now, we have individual helpdesk group per customer ( CustomerX-Helpdesk) where we want to add these helpdesk members. I thought I could do it being at global domain easily. But sadly, I could able to see user records only from Global domain and customer domain itself. Not able to see 'Domain A' records where HD people are residing.

I went to my Eureka instance to check the same functionality and found it is working perfectly there. I could able to see all the records being in Global domain. So I think this is also an issue with Fuji release

Do you agree or Am I missing something?

Having said that, could you provide some workaround to get this sorted as of now?

Thank you very much and appreciate your help.

Note: Before writing this down, I tried with business rule noQueryDomain() functionality. I could see user records from Helpdesk Domain but I can not add them up in group, it gives me Invalid Update record.

[Deepak Ingale1]

Hello Sir,

So, within minutes after my previous update, I thought came to my mind why not to look at the 'system properties' to check if anything is changed.

I went to both Eureka and Fuji and did the search to find properties containing "domain" word.

In Eureka, I was retuned with 20 properties containing word domain, In Fuji, count was 22.

After seeing this difference, there was a spark in my eyes since I could find the possible culprit.

I have checked the difference of 2 properties

1) glide.domain.strict_override

2) glide.sys.domain.use_record_domain_for_data

I simply went to 2nd property by seeing its named, changed the value from 'True' to 'False' and the magic happened.

I can now see all the domains when I try to define domain contains relationship.

I am digging more into this to check if there are any other implications of changing property to false.

But for now, this is the solution I think

[david_legrand · Accepted solution]

I found the solution (I think) and I'm informing ServiceNow Hi support so the wiki will be updated.

We need to use the "Toggle Domain Scope" to use the domain of the admin (global normally) instead of the current domain.

I'm copying below the wiki page http://wiki.servicenow.com/index.php?title=Domain_Separation_Setup#Creating_Contains_Relationships_B... and highlighted in yellow, I'm adding the additional step

4.3 Creating Contains Relationships Between Domains

Creating a contains relationship between domains changes the domain hierarchy. Domains in a contains relationship inherit the visibility settings of the containing domain. The containing domain allows users to see data in the contained domain as well as any of its children. Processes are unaffected by a contains relationship.

1. Navigate to the domain table.
2. Select the domain record that will be the parent (container) domain of the new contains relationship.
3. Make a right click on the "record banner" and use the menu item "Toggle Domain Scope" (new Fuji feature)
4. From the Contains Domains related list, click Edit.
5. Select the domain records that will be the child (contained) domains of the contains relationship.
6. Click Save, and then click Update.
7. You don't need to undo the domain scope, it's undone automatically once you quit the record