ServiceNow - Domain-Separated Instances with JetPatch

Overview of Domain Separation in ServiceNow

Domain separation in ServiceNow divides data and processes into isolated domains within a single ServiceNow instance. Each domain manages its own data visibility, ensuring users can only access records within their assigned domain.

Implementing Domain Separation with JetPatch

JetPatch's integration with ServiceNow can support domain-separated environments through standard ServiceNow features or customized solutions.

Recommended Approach: Standard ServiceNow Features

Leverage ServiceNow's built-in capabilities to implement domain separation:

• Transform Maps: Create or modify the transform maps in ServiceNow to set the appropriate sys_domain dynamically when records are created by JetPatch.

  Example Transform Map script:

(function transformMap(source, target, map, log) { target.sys_domain = gs.getDomainID("Your Domain Name"); })(source, target, map, log);

• Business Rules: Utilize Business Rules to automatically assign the correct domain based on attributes such as the Configuration Item (CI), assignment group, or other record-specific criteria.

Alternative Approach: Custom ServiceNow API Integration

For highly specific domain-separation requirements, create a custom Scripted REST API endpoint within ServiceNow. This endpoint explicitly assigns the correct domain (sys_domain) based on customized logic defined within the script.

Integration User Permissions

Ensure the JetPatch integration user has permissions appropriate to the domains being targeted, ideally assigned at the Global level, or configure visibility and permissions explicitly for the integration user.

Testing and Validation

After configuration:

1. Activate a Remediation Plan in JetPatch.

2. Confirm the Change Request is created within the correct domain in ServiceNow.

3. Verify the approval workflow and updates function correctly in both directions.

Troubleshooting Common Issues

• Domain Visibility Issues: Ensure the integration user has proper permissions for target domains.

• Tickets in the Wrong Domain: Adjust transform maps or business rules to correct the domain assignment logic.

Best Practices

• Rely on standard ServiceNow configurations to simplify the integration.

• Ensure proper permissions and domain visibility for integration users.