Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Determining if there are inconsistent domain issues (approver in the wrong domain) - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Determining if there are inconsistent domain issues (approver in the wrong domain)
KB0538502

Determining if there are inconsistent domain issues (approver in the wrong domain)


1324 Views Last updated : Sep 21, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

Troubleshooting approvers in the wrong domain in order to approve workflow steps 



Symptoms


  • Approvals are stuck
  • Hung workflow
  • Workflow is not progressing
  • Workflow not progressing in domain separated environment
  • Workflow hung on activity
  • Workflow does not generate a task
  • Workflow does not generate approval

Approvers and domains: pre-Eureka


Prior to the Eureka release, it was nececessary to have all workflow versions in the global domain and all users that do approvals had to reside within the domain of their company.  If a user inserted a record that initiated a workflow context and that workflow stopped on an approval, but the approval user(s) were not in the same domain, then they would not be able to approve the workflow and it could potentially get stuck. Be sure to follow the procedures outlined in the domain training for administrators carefully when configuring a user instance in a domain separated environment. It will help to avoid this and other pitfalls. The training covers these scenarios in detail and, if the prescribed setup steps are used, workflows will operate correctly.

 

Approvers and domains: Eureka


As of the Eureka release, it is possible to author or check-out and publish workflows into different domains, including child domains. Workflow contexts are always created in the domain of the user that inserted or updated the current record and they stay in that domain thoughout their lifecyle. They also continue to run as that same user when restarted.

Users that are part of an approval within a workflow will have approval records created for them and they can progress the workflow by approving or rejecting these records.  

Users that can view workflow context records may not always have visiblity into the same domain as some or all of the approval users. When they check an approval activity in a running context, they may only see the approval user's sys_id and not their name; this is normal because the domains block the full detail of these users.

 

 

 

 


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.