I can't set fields as Mandatory on the Incident form for a specific domain and it's children.

[Dave49]

Good afternoon SNow community!

I am pretty new to SNow and Very new to Domain Separation. I have described my issue below. I hope one of the experts can help me out. Domain Separation is Not working quite as I think it should based on all of the Domain Separation training I went through.

This may also be an area that both the documentation and the Training material could use some help in.

Thanks in advance for your help!

Description:

I need to make several fields Mandatory for our customer and their customers. When I set it on the Fomr in Form Designer even though I am in the Domain I want to set it for, making a field Required set's it globally, not just for this Domain and it's children. I am going to need to do the same thing for the Problem and Change forms as well.

According to the docs site: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/incident-management/concept/domain-separation-incident-management.html
Support level: Standard
Includes Basic level support.
Business logic: Processes can be created or modified per customer by the service provider (SP). The use cases reflect proper use of the application by multiple SP customers in a single instance.
The owner of the instance needs to be able to configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.
Use case: An admin needs to be able to make comments mandatory when a record closes for one tenant, but not for another.

I have also tried to use a UI Policy triggering of off the Domain Path field but, when a New form opens, the path is set to the root, even though it was opened in the GreenPages (MSP) domain.

Is there a better solution?

What are the steps to reproduce the issue?
1) Switch to the correct parent domain
2) Open an Incident (in Default view)
3) Open Form Desinger
4) Click on the Gear icon on the Assignment group field
5) Check the Mandatory box
6) Close the Properties window
7) Click the Save button
😎 Once the form saves, Open a New Incident while still in the parent domain
9) The Assignment group field should be and is Mandatory
10) Switch to a chile domain and open a new incident, the Assignment group field should be and is Mandatory
11) Switch to the global domain, the Assignment group field should NOT be but, is Mandatory

[MrMuhammad · Accepted solution]

Hi Dave,

I believe you are making change on the dictionary level directly that is reflected in all the domains. Try writing a UI policy in the GreenPages(MSP) Domain and make field mandatory without any conditions. This way you will have your field mandatory only in the specified domain.

Let me know if you need help with writing UI policy. 

Refer to UI policy docs here - UI POLICIES

Please mark this correct & helpful if it answered your question.

Thanks & Regards,
Sharjeel

[Dave49]

That worked but I don't understand why.

I even added a condition so that it would fire if the State was closed or Canceled and it still works.

I had created a UI Policy in the domain before but at this point I don't remember what I had for the condition and it didn't work.

Thank you for your help!

Can you tell me why with No conditions it works? I am missing something about UI Policies.

Dave

[MrMuhammad]

It should. The only reason I ask to not add condition because my understanding was you want to make this field mandatory as soon as form load regardless of any condition. 

Condition basically specify the criteria of when to run. No condition means run always. 

There could be couple of reasons that UI policy was not working.

• Other UI policy or Client script was overriding that. 
• The conditions you specified may be contradicting. 

Whenever you face similar scenario first try giving higher order let say 10000 so that your current UI policy works after all the other UI policies executed. This way you will get to know that the UI policy is working fine but there is another UI policy taking precedence over your UI policy.

Please mark this helpful if it answered your question.

Thanks & Regards,
Sharjeel