Change Management and domain issues

[ChrisLawer]

I have domain management turned on in my instance. Generally, it works well, the only issue I've really had with it is with Change management. Underneath the global domain I've added change schedules, boards, and such that are setup for the domains. Generally, this has worked except for my newest domain. I've setup all the schedules, approval groups etc., and it doesn't seem to fire off approvals. It just skips the assessment and approval steps and goes to scheduled, and this is for Normal changes.

Thoughts? 

[Vishal Jaswal]

Hello @ChrisLawer 

Quite strange! 

Seems like the Change Approval Policy isn't working for you:

Try creating one in this domain and share your findings.

NOTE: When you create groups to be leveraged for approvals, then ensure their domain is set accordingly and in this scenario they should not be in global domain.

[ChrisLawer]

I'll give that a shot. 

[fknell]

Hi @ChrisLawer,

Configuration data has to be present in the current domain, especially if you trigger a workflow with a user who has limited domain visibility. They can't see data outside the domain nor a workflow triggered with their user.

Hope this helps!

[ChrisLawer]

I don't know if it impacts this, but our domain is a little odd in that all of our users exist in a special user domain that is separate from global and default. Then we have our client domains which we give users visibility into, but do not put users into the domains specifically.  The users all have to work in our main domain as well, and we are really only separating data and processes for the client groups, but the people are the same.

And the way servicenow setup domain separation where you can only exist in one domain but have visibility to others is annoying. 

It sounds like what I may need to do is recreate the client groups inside the domains and add the members, still through visibility, to make it all work the way it wants to. That may present other challenges for us, but I'll see.