Harneet, Amlan,

The issue is not resolved but that was because I didn't define it properly. It was not because of mail configuration. I wasn't able to assign tickets to the helpdesk technicians because the technicians were in a different domain than that of users. The domains have been defined as shown below:

0_TOP/0_MSP is where the technicians are located.

0_TOP/Customer1, 0_TOP/Customer2, 0_TOP/Customer3 etc are where the users of different customers are located.

(0_MSP 'contains' 0_TOP "for complete data access." - as per OOB default configuration)

If I move any technician to 0_TOP/Customer1, then his name appears in the ticket raised by the user from Customer1 and hence I am able to assign the ticket to the technician.

Now the issue is that we have many customers. If I move a technician to 0_TOP/Customer1, then I can not assign the ticket from 0_TOP/Customer2 to him. I tried to make the 0_TOP/0_MSP to 'contain' 0_TOP/Customer2 but it didn't seem to work. Am I doing it right ? (It is possible that I was nervous and didn't do the contain part correctly).

The requirement is that I should be able to assign tickets from any customer to any technician. How should I set this up and what are the steps ? (I am a novice to ServiceNow, trying to do big things 🙂 )

Thanks,

Chengappa