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‎01-07-2017 11:15 AM
We have a domain sep environment currently but we are having issues with admins that belong to the TOP domain but are in our company. Our developers need to be able to be assigned to tasks but right now the itil users that are their business leaders can't see them because they are in the company domain and tasks they are creating are in the company domain but the developers are global admin and live in the TOP domain.
Has anyone else run into this an know a way to solve this without creating our developers 2 separate users?
Solved! Go to Solution.
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‎01-17-2017 09:50 AM
Actually the answer is yes , i just found that my user was in a domain above his, i moved my users domain to the same as his i haven't lost any functionality and he is now able to assign things to me.
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‎01-07-2017 03:00 PM
Can you give a better description of your domain structure? As I understand, you should avoid putting "data" aka Users in TOP domain.
then again.. I also recommend that people with admin rights have 2 accounts.. one with admin and one without admin. In this case, I guess it would have solved your problem. Looking at your case, I guess the developers won't do so much day to day activites in the production instance which means they can be logged in there with their normal account which also gets the tickets assigned. Then on your dev/test they can be on with the admin account since there shouldn't be so much reason to use the normal account on these.
//Göran
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‎01-08-2017 12:58 PM
Admins absolutely should work in TOP but belong to global. (only way to load data) One account is fine, no reason to take up 2 licenses when you can use the domain picker to change domains easily. Are you using the role domain_expand_scope? That gives you access to a UI action Toggle Domain scope which blends your domain and the domain of the ticket together. That allows you to see things as that domain.
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‎01-08-2017 02:24 PM
But isn't the problem here that the Business leaders can't assign tickets to the developers.since the accounts are in TOP where the business leaders dont belong to, they can't either assign the tickets to them, since the "data" doesn't go downwards in the domain tree.
//Göran
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‎01-08-2017 05:15 PM
Admins should create tickets in their company domain, regardless of what is there home domain. However, depending on the setup of groups and such, using the role I mentioned previously would blend the ticket domain and the user and it should work.
