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Service Desk Call and domain separated systems

Service Desk Call and domain separated systems

Saving a call record may create two records: a service desk call record and a transferred record. For systems using domain separation, these two records may be stored in different domains.

The service desk call record is saved in the ITIL user's domain. This domain is determined as follows:
  • Use the ITIL user's domain if the ITIL user has a domain.
  • Otherwise, use the default domain.
Any transferred record is saved in the domain of the caller. This domain is determined as follows:
  • Use the domain of the caller if applicable.
  • Otherwise, use the default domain.