Service Bridge and Child Accounts

[MattSN]

Does Service Bridge support integration with child customer accounts that use a common ServiceNow instance?

Example:
Customer = Boxeo
Customer Child = Boxeo US
Customer Child = Boxeo CA
Both Customers are using the same ServiceNow Instance = boxeo.service-now.com

Setting up Service Bridge to connect to this companies instance requires setting a company on the connection record. If the company is set to Boxeo on the Service Bridge connection, Tasks with the company set to Boxeo US or Boxeo CA cannot be integrated through ServiceBridge. The response is "Task must have company or account field associated with a service bridge consumer to create a remote task". The only option is to set the company on the record to Boxeo which leads to innaccurate task data.

Service Bridge also doesn't allow multiple connections to an instance where you could create a second connection for each child company. Hoping the ServiceNow Service Bridge team can provide some clarity or options?

[MattCD]

@MichaelR7827468 and @Ryan Palamara It looks like our idea request was auto closed and as of the new Australia based release of the plugin I do not see this feature. Is this dying on the vine?

Here is another idea request for the same feature requested by another user.
Idea - Request to Raise ServiceNow Product Enhancement – Service Bridge Multi-Account Support

[MichaelR7827468]

@MattCD I really hope not. I have had several issues with Service Bridge as we deal with large partners that we work directly with that we each associate tickets with 1000s of different Accounts related to our engagement with them. Service Bridge was supposed to make an integration with them easier but this really restricts us from being able to associate tickets with the proper account on both ends when we use Service Bridge with them.

It's critical cause each account has their own contacts, notification matrixes, and we can't scale support using Service Bridge. 

I am worried they aren't prioritizing this as well though. What I have seen in each iteration of updates, all the script includes/flow actions have several checks around the Account on the ticket matching the Company of the Service Bridge connection and as Service Bridge has been updated it seems like they have been committing more and more to that restriction. Same with the Authorized Contacts (Which I also think is personally a bit of a broken feature). 

Thanks for the link to this other Idea! I went and upvoted it.

[Kenny Caldwell]

@MattCD this is not dying on the vine. 🙂 Support multiple companies per connection is on the Service Exchange roadmap for Brazil store release or Q326. I believe that will be in September 2026.