Hi everyone,
We are currently working with a shared ServiceNow instance used by two external customers, which we’ll refer to as Company1 and Company2.
Each customer has:
- Their own Company record
- Their own dedicated Service Catalog (sc_catalog)
- Their own portal, correctly scoped to display only their respective catalog
Outside of the Service Operations Workspace (SOW), everything works as expected:
Users from Company1 cannot see any content related to Company2, and vice versa. Catalogs, portals, and access are all properly separated based on the user's Company.
Current issue:
Both customer teams (Company1 and Company2) have started using Service Operations Workspace (SOW) to manage incidents.
From within an incident record in SOW, when users click the “Create Request” button, they are redirected to the wrong catalog — for example, users from Company1 are sent to Company2’s catalog and vice versa.
We are looking for a clean and supported way to isolate the catalog selection in SOW based on the user’s Company, ensuring that each customer only sees their own catalog within SOW as well.
Has anyone successfully implemented such a solution or can share best practices for handling catalog visibility in a multi-tenant shared instance using SOW?
Thank you all for your help
