Hi kalpana,
Requirement: To have different Priority matrix for different domains in Domain Separated ServiceNow Instance.
Solution:
Priority matrix is not domain separated in ServiceNow. But the choices for this field are domain separated. So we need to create different priority choices for different domains.
Since Priority matrix depends on Impact and Urgency, create choices for different domains for impact and urgency.
Now create Priority Matrix by logging into respective domain. Here you can see only choices related to that domain. So when you insert a priority matrix row, it will apply only for that domain.
Example:
Impact:
Default:
High(high)
Medium(medium)
Low(low)
Domain1:
Critical(1)
High(2)
Medium(3)
Low(4)
Urgency:
Default:
High(high)
Medium(medium)
Low(low)
Domain1:
Critical(1)
High(2)
Medium(3)
Low(4)
Priority:
Default:
1-High(1)
2-Medium(2)
3-Low(3)
Domain1:
Critical(10)
High(20)
Medium(30)
Low(40)
In Priority Matrix:
Map Impact,Urgency and Priority according to their domain. Here you can only see the choices that belongs to Domain1
For Domain1:
For Default:
https://community.servicenow.com/community?id=community_article&sys_id=93e30e54db81b70023f4a345ca961927
NOTE: Mark correct or helpful if it helps you.
Warm Regards,
Raj patel
We had the same issue and resolved it by adding the Company field to the Matcher Field Definitions and the Matcher table and set exact Match to false.
