Hi Community,
I’ve implemented domain separation on my demo instance and created multiple domains. I'm now working on setting up Incident Management within a specific domain, and I’ve categorized the service into tier levels: Bronze, Silver, Gold, and Platinum.
For the Bronze tier, I need to allow users to:
- Create incidents via email
- Receive incident status updates via email
However, I’m running into a problem:
In ServiceNow, it appears that only admin users can access and configure email functionality, such as email receiving and notifications. Due to domain separation, I cannot grant admin roles to users within a domain because it would give them visibility and access to other domains, which violates the isolation requirement.
My question is:
What is the best practice or recommended way to enable email-based incident creation and status updates for users within a specific domain, without assigning them admin-level roles that cross domain boundaries?
Any guidance or workarounds would be greatly appreciated!
Thanks in advance!
