multi-domain (MSP) and shared configuration items

[alive817]

This is my first post to the community board so if I do something I shouldn't I apologize.

I managed a Multi-domain (MSP based) ServiceNow instances for a Managed Service company and we recently went live with ServiceNow.

Each of our customers are configured on separated domains with in our MSP instance. We have struggled with an issue which some configuration Items (CI's) really need to be shared between the domains. We have tried putting shared CI's in the global and process domains above each customer domain and still the customers are unable to see these shared Configuration Items.

Has anyone figured out a way to share configurations items, down/up the multi level domain configurations.

Thanks for any help

- Nathan

[Michael Fry1 · Accepted solution]

Can you provide some more information as to why 2 different companies would share CIs? Are these parent/child companies that need to share? Just trying to understand the use case for something like this.

Putting in global would make them available to every company - so probably not the best idea.

Putting them in a higher domain is fine - but the companies that need to see them, need visibility to that domain. The issue, if you open a ticket for that CI, no users, locations, etc will be available in that higher domain.

[alive817]

Actually this is the exact answer I was looking for, looks like my original test of using Global missed a step, the information pulled from other tables also needs to be read-only so to follow UI Scripts as written. Not sure why I didn't realize that the first time I tested it, so actually it is what we want to do for a few CI's within the support organizations but not many just a few.

When using, what we call, the "Process" domain it's not visible to all sub's just those who have visibility but in the use-case specified we do want all customers seeing these shared CI's

Thanks for your help Michael..

[Michael Fry1]

No problem - Welcome to the community!