How to share the same Company across domains in ServiceNow?

[Tiago_g_dias]

I’m working in a Domain Separation environment and have a tricky case I’d love input on.

We have two domains:

• CitrusDomain (the business domain)

• TechDomain (the technical support domain) - supports multiple business domains 

Scenario:

• In CitrusDomain, there’s a Company record called “Lemon Fresh”.

• When users in CitrusDomain create an Incident, it links to Lemon Fresh as expected.

• Users from TechDomain can open Incidents for Lemon Fresh in both the CitrusDomain and the TechDomain domain.

This is a hard business requirement: TechDomain users open Incidents for Lemon Fresh Ltd. but these Incidents can belong either to the CitrusDomain or to the TechSquad domain.

I want to find a solution that does not break native ServiceNow functionalities nor compromise domain separation rules.

 

My question is:

Should I duplicate the company “Lemon Fresh” in both domains to make this work?

I’m worried this will cause:

• Confusing duplicate data

• Messy reporting and dashboards

• Extra overhead to keep the companies synced

I’ve thought about putting Lemon Fresh in a global domain or trying a parent/child company setup, but both have tricky limitations.

Has anyone been in this situation?
What’s the cleanest way to handle shared companies across domains without breaking domain separation principles or native functionality?

Thanks a lot!

[Dr Atul G- LNG]

Hi @Tiago_g_dias 

I believe this is more related to domain visibility and shared domains for users, rather than creating duplicate data.

https://developer.servicenow.com/dev.do#!/learn/learning-plans/xanadu/servicenow_application_develop...

[Tiago_g_dias]

Hi @Dr Atul G- LNG

Thanks for your input. Just to clarify the requirement:

• TechDomain users must be able to create Incidents for Company: Lemon Fresh in both the CitrusDomain and TechDomain domains.

• They already have visibility over CitrusDomain.

Current domain hierarchy:

Global
│
├─ CitrusDomain
│ └─  Company: Lemon Fresh
│
└─ TechDomain
│ └─   [Can create Incident → Company: Lemon Fresh (domain = TechDomain)]

My main concern with duplication is creating confusing data, messy reporting, and unnecessary sync overhead.
If domain visibility rules can fully solve this scenario without side effects, that would be the cleanest path.

[Dr Atul G- LNG]

Hi @Tiago_g_dias 

I think you should involve your ServiceNow account manager and get connected with the ServiceNow team to guide you. If visibility is defined correctly, there shouldn’t be any duplication issue.