Domain Separation - Incident Form

[krism]

I am playing with domain separation in a dev environment and am running across something I just cannot figure out.

I have 2 domains setup currently. In the "Global" domain I have kept the out of the box categorization.

In one of the domains I modified the category to include a "Mobile Device" option

If I log into SNOW with a user that only has access to the domain that has the "Mobile Device" category option, they see it and can chose it

If I log into SNOW with a user that has TOP level access, they do NOT see the "Mobile Device" category option, they only see the global options, even after I chose the "Company" that is in the domain

If I generate a ticket with a user that has TOP level access and chose the company that is in the domain, I only get the global category options. However once I open that saved ticket up, I see the "mobile device" option.

Help 😃

[pmorris]

krism,

You are not seeing the options in the other domain because when you open the Incident form, you are in your "home" domain, not the domain where the categories reside. The reason you see the categories after opening an existing incident is because once the Incident is submitted, it resides in that domain and you can then see the categories. If you want to see the categories from a "global" form/view, you will need to put them in the global domain.

Pamela

[krism]

That makes sense and thank you for clarifying! However there has to be a way for this to be available without having to save and reopen the ticket each time.

I.E. what happens if you have 1 technician that supports multiple domains? That seems like quite a long process to save the ticket, then re open it to see the categorization of the domain the ticket is saved to.

[krism]

I mean I know that I could modify the category field on the incident form to be dependent on the company field on the incident form. Doing that would give me what I am looking for but it seems like that would be a work around and to be honest I am not sure what the impacts of that modification would be in other areas of SNOW. I do know however at the very least I could do that.

[pmorris]

Krism,

If the form is at the global domain, then you have to make those variables accessible from the global domain.

Pamela