Support: Level 2
Domain separation is
supported in this application. Not all ServiceNow applications support domain
separation; some include limitations on the data and administrative settings that can be
domain separated. To learn more, see Application support for domain
How domain separation works in Knowledge Management
Domain separation works differently at different access levels of an application. In Knowledge
Management the following rules apply:
Data: At the data level of domain separation, data visibility is separated from one domain to
another. Knowledge bases, user criteria, articles, categories, article feedback, article
versions, article templates, and external sources are domain separated in the base system.
Note: The data in one domain cannot be seen in any other domain. For example, if you create a
Knowledge Management article in a domain
A using an article template which is not in domain A, the article will not be visible in domain
A. Similarly, if you create a Knowledge Management article in the global
domain using a template that is not in global, the article might not be visible in all the
Requester: Requester activities are supported within tenant domains. Users can search; view;
comment; and rate articles of their domain, any child domain, and global domains, provided that
feedback is enabled and the knowledge base settings grant them read access to articles.
- Users in the global domain can access articles in all the domains if read access is granted
at knowledge base and/or article level.
- Users in the parent domain can access articles in that domain, global, and all of its child
domains if read access is granted at knowledge base and/or article level.
- Users in the child domain can access articles in that domain and the global domain if read
access is granted at knowledge base and/or article level.
Fulfiller: The application can be used by the Fulfiller within the tenant domains as a tenant
domain-owned application. Users are allowed to author articles in knowledge bases of their
domain, any child domain, and the global domain if the knowledge base has user criteria set up
to grant contribute access.
Articles are automatically saved to the user’s current domain when the article is
See Select user criteria for a knowledge base to learn how to control which users
create, read, write, and retire knowledge articles within a knowledge base.
See Select user criteria for an article to learn how to control read access to
users at the article level.
This image demonstrates a basic domain hierarchy that is available in the base system.