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Domain separation and On-Call Scheduling

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Domain separation and On-Call Scheduling

This is an overview of domain separation and On-Call Scheduling. Domain separation enables 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.


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.

  • On-call scheduling behaves the same with domain support as it does without domain support. Customers have the same ability to create and maintain their on-call rotations.

  • An on-call rotation specifies a shift for a selection of users from a group. It uses the Advanced Schedules Support plugin that is provided in the base system to define when the rotation is active.

How domain separation works in On-Call Scheduling

With domain separation enabled, rotations created via the Create New Schedule wizard are generated according to the groups domain. The user with the rota_admin role completes the process. All generated related records for the new rotation are created with a matching domain.

This setup is enforced with a combination of the domain field and the domain_master attribute; the attribute is used to derive the domain of the record from the “master” record. In the case of the roster table, it derives domain from the associated shift record.

Domain separated tables

  • Shift [cmn_rota]
  • Rotation Escalation [cmn_rota_escalation]
  • Shift Escalation Set [cmn_rota_escalation_set]
  • Shift Escalation Step Definition [cmn_rota_esc_step_def]
  • On-Call Group Preference [on_call_group_preference]

Tables using domain_master attribute

  • Roster [cmn_rota_roster] – domain_master=rota
  • Rota Member [cmn_rota_member] – domain_master=roster
  • Roster Schedule Span [roster_schedule_span] – domain_master=schedule
  • Shift Escalation Set [cmn_rota_escalation_set] – domain_master=cmn_rota
  • Shift Escalation Step Definition [cmn_rota_esc_step_def] – domain_master=cmn_rota_escalation_set

To learn more see Domain support for schedules

Use cases

  • Users of On-Call Scheduling should be able to interact with their shifts as usual.
  • Domain separation ensures that the end-user (whether they possess the ITIL or Rota_admin role) are able to see only shifts accessible via their domain. This applies to the following on-call scheduling features:
    • On-Call calendars
    • On-Call schedules
    • My Schedule report
    • Schedule report
    • Escalations