Domain Separation - Need to Enable Email Functionality for Domain-Specific Users Without Admin Acces

muslimaltaf — Mon, 14 Apr 2025 12:15:03 GMT

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!

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Domain Separation - Need to Enable Email Functionality for Domain-Specific Users Without Admin Acces