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Domain separation in Knowledge Management

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Domain separation in Knowledge Management

This is an overview of domain separation and Knowledge Management. Domain separation allows you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.

Overview

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 separation.

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.

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 created.

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.

Use cases

This image demonstrates a basic domain hierarchy that is available in the base system.

Requester use cases

User domain Knowledge base domain Read user criteria domain Article domain Result
Global Global Global Global Can view, comment, rate articles.
Parent domain (TOP) Parent domain (TOP) Parent domain (TOP)
Child domain (TOP/ACME Child domain (TOP/ACME Child domain (TOP/ACME
MSP domain (TOP/MSP) MSP domain (TOP/MSP) MSP domain (TOP/MSP)
Parent domain (TOP) Global Global Global
Parent domain (TOP) Parent domain (TOP) Parent domain (TOP)
Child domain (TOP/ACME Child domain (TOP/ACME Child domain (TOP/ACME
MSP domain (TOP/MSP) MSP domain (TOP/MSP) MSP domain (TOP/MSP)
Child domain (TOP/ACME) Global Global Global Can view, comment, rate articles.
Parent domain (TOP) Parent domain (TOP) Parent domain (TOP)
Child domain (TOP/ACME Child domain (TOP/ACME Child domain (TOP/ACME
MSP domain (TOP/MSP) MSP domain (TOP/MSP) MSP domain (TOP/MSP)

Fulfiller use cases

User domain Knowledge base domain Contribute user criteria domain Article domain Result
Global Global Global Global Can author, update, view, comment, rate articles.
Parent domain (TOP) Parent domain (TOP) Parent domain (TOP)
Child domain (TOP/ACME Child domain (TOP/ACME Child domain (TOP/ACME
MSP domain (TOP/MSP) MSP domain (TOP/MSP) MSP domain (TOP/MSP)
Parent domain (TOP) Global Global Global
Parent domain (TOP) Parent domain (TOP) Parent domain (TOP)
Child domain (TOP/ACME Child domain (TOP/ACME Child domain (TOP/ACME
MSP domain (TOP/MSP) MSP domain (TOP/MSP) MSP domain (TOP/MSP)
Child domain (TOP/ACME) Global Global Global Can author, update, view, comment, rate articles.
Parent domain (TOP) Parent domain (TOP) Parent domain (TOP)
Child domain (TOP/ACME Child domain (TOP/ACME Child domain (TOP/ACME
MSP domain (TOP/MSP) MSP domain (TOP/MSP) MSP domain (TOP/MSP)

Known Issues

  • Knowledge Searches [ts_query_kb], Views [kb_use], and Uses [kb_use] are not domain separated.
  • The following AQI tables are not domain separated:
    • AQI Checklist [kb_quality_checklist]
    • Checklist Question [kb_checklist_question]
    • Article Checklist Summary [kb_article_checklist_summary]
    • Article Checklist Answer [kb_article_checklist_answer]
  • Comment provided by a user on an article is stored in article's domain instead of user domain.
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