Tips and Tricks? Ensuring users select the correct domain

[Ryan S]

Hi All,

EDIT:  This actually appears to be happening regardless of the itil user selecting their domain; the issue is the Assignment Group doesn't follow company/domain.

Does anyone have any advice, tips, tricks, etc to help ensure an itil user selects the correct domain when submitting a record (e.g. incident)? It just seems terribly simple for them to forget to select the domain first. In the previous multi-tenant system, all one had to do was set the Company field. While that's still the first thing the itil user must populate on the incident in ServiceNow, it still must come after setting the domain.

Thanks in advance for any suggestions or ideas on this matter.

[AshishKM]

Hi @Ryan S ,

In a domain-separated environment in ServiceNow, users typically do not need to manually change the domain before submitting an incident request. The domain is usually determined automatically based on the user's domain or the domain of the group they belong to. This ensures that the incident request is submitted within the correct domain without requiring additional steps from the user.

However, if there is a need to submit an incident request to a different domain, it can be configured by administrators through domain visibility settings or by using domain-specific forms and workflows. This allows for flexibility in handling incidents across different domains while maintaining data isolation and security.

Domain Scope

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

Domain Visibility

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

-Thanks,

AshishKM

[Ryan S]

Hi AshishKM,

Thank you for the input. The part about using 'domain-specific forms' might be the only part that could be applied here, but that seems like an administrative and development nightmare. Let me go back to the first part: 

"users typically do not need to manually change the domain before submitting an incident request. The domain is usually determined automatically based on the user's domain or the domain of the group they belong to."

MSP itil users that are creating incidents for an end user would always have to change the domain, correct? The "user's domain" in this case is the MSP itil user. As this user may have access to numerous domains, they would have to first select the domain, then select the Company and Caller. Again, this is when they are creating the record. When the record is being created the session scope is in affect until the record is saved. I think that's really the issue here: the record scope either doesn't apply until after the record is first saved, or it just defaults to the session scope.

[AshishKM]

In such case, the incident form ( record producer ) can be customise and display the caller's domain and same can mapped to Incident's dmain column. So with this extra code, we can reduce "forget to change domain" type cases.

Set the logic to copy caller's domain/path to Incident's domain/path .

[Ryan S]

Hi @AshishKM the problem with using code to change the domain on the record is the record domain doesn't seem to take affect until the incident is saved. I need something that works while the incident form is loaded but not yet submitted.