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.

[Ryan S]

Hi Kieran,

To answer your questions:

1. It's a blend of the two styles. Multiple entities that provide support to multiple customers based on sold services. Some of those customers act as fulfillers in their own domain.

2. Yes

3. Yes

I was able to write an advanced reference qualifier to prevent the wrong group being selected, but now realizing we would still need to ensure the MSP itil user is in the correct domain to ensure they interact with the correct record for that customer domain. For example, if we have a Standard Service Request in Global but an override in Company A domain, the MSP itil user still has to select Company A domain before selecting the catalog item, else they could be presented with the wrong item and not realize it.

[Kieran Anson]

Is this an already implemented instance, or something in development at the moment and the domain model isn't in a production environment?

[Ryan S]

Not implemented yet.