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Status Under review
Workspace IBM Cloud Pak for AIOps
Created by Guest
Created on Aug 6, 2025

RELATED IDEAS

SNOW connector should support domains (within a ServiceNow instance)

Domain separation allows for the logical isolation of different areas within a single ServiceNow instance. Hence, domains separate data, configurations, and processes within the same SNOW instance. This separation of data is key when multiple entities need to share a single ServiceNow instance. 

The more we talk to customers, the more cases we find where domains are currently used in SNOW. One of these customers is TELUS. TELUS needs to route incident records through the SNOW connector to a specific domain within their SNOW instance. And this routing should be based on the properties of the incident record. In other words, the values of properties/fields in the incident should be used as the determining factor: which domain to send the incident record to.

The current implementation of the SNOW OOTB connector does not take domains into account (instead, it works with the "global" domain). Therefore, this idea can be summed up as: 

- Add support for domains within a SNOW instance.

- Add capability to specify domain routing rules based on the values of the fields in the incident record (maybe through an Automation policy).

Idea priority High

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