Open an incident for a customer defined in Ddomain under the user's domain

[DanteV]

I am an admin to ServiceNow, not a developer, and we have the need for certain users created or assigned in a certain domain, to be able to open incidents to customers that are in a lower domain, this is, in a subdomain where the users belong to.

The issue is when the users is entering the ticket info, and selects the customer first, he is unable to select himself in the caller's filed, and his ID does not show up, nor it can be entered manually. 

There will be more customers created in separate domains, all of them created under the domain of the users, as these users need to provide support to all these customers.

What is the right approach to have this implemented?

[Murthy Ch]

Hi @DanteV 

I believe you have to update the reference qualifier if it is applied to that field. I will actually put the filter to the field. You can check in the dictionary of that field.

[Martin Friedel]

Hello,

I think it might be related to your domain separation setup. Please check value of System Property:

glide.sys.domain.use_record_domain_for_data
Description of the property: When this property is enabled, we use the record's domain for restricting the data visibility within a form. User's with appropriate role wil see UI Action to toggle domain scope between record's domain and user's session domain.

Maybe you have this property enabled? Then users should be able to use UI Action to change domain scope.

Related documentation:

• Domain Separation - Advanced Concepts and Configurations 
• Related list method for adding visibility domains to groups or users fails with glide.sys.domain.use... 

If my answer helped you, please mark it as correct and helpful, thank you 👍
Martin

[AshishKM]

Hi @DanteV ,

Can you share some example with screen shot, ideally the caller and requested for should be in same domain ( except global admin ) 

If the domain has some levels and at every level there is an admin ( or other group of user work like admin logically ) then those user can select other users in the same level. To avoid the mistake, both users has to be at same level. 

Refer the details & links shared by @Martin Friedel .

-Thanks,

AshishKM