Service Catalog tasks assigning to wrong domain

hblair · ‎04-30-2015

So following best practices, I created a service catalog item and workflow for a customer. Both of these were created in the "global" domain.

However when I tested the item all the tasks fire and assign to the "top" domain. Some of these tasks are for the "top" domain and some are for a "customer" domain.

Problem: Since all the tasks are in the "Top" domain, the ITIL users in the customer domain are getting "record not found" because they can't see "Top".

I am working with HI on this issue and have a work around on the issue.

Now I am pondering:

1. Do I wait for HI to come up with a fix or

2. Do I rebuild the whole thing in the customer domain.

Any feedback would be appreciated.

Hank

hblair · ‎05-01-2015

Well ya learn something new everyday. Also a big shout out to Chad & Quan at HI for helping me figure this one out.

First off; Workflow, yes should be created or modified in the global domain. It should also be committed to the global domain from the update set you create in your non-production instance.

The challenge: This workflow was for a customer, that assigned tasks in the "Top" and "Customer" domain. The first task had a "wait for completion" hold on it and it assigned in the "Top" domain. When that task was closed the rest of the tasks fired and made the domain the "Top" when the assignment group was in the "customer" domain. The ITIL users in the "customer" domain could not see the tasks because the domain was set to the "top" domain.

The solution: Remove the selection of "wait for completion" on the first task. This allows all tasks to fire in the customer domain successfully.

staceybailey · ‎06-18-2015

Hank,

Remember that TOP is a process domain and we really want to keep data out of it. Is there another domain that you can put those first tasks in?

hblair · ‎06-23-2015

Stacey - Thanks for the reminder about TOP domain. With Fuji, I may need to move our Primary domain than what it currently is (Denovo). I believe this is going to cause issue moving forward in SN.