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Domain separation in Incident Management

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Domain separation in Incident Management

This is an overview of domain separation and Incident Management. 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.

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.

  • The goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained.

  • Typically, end users log incidents when a service they are using is impacted or not available. ITIL / Fulfiller users in your organization classify these incidents, route them as appropriate and work on resolving the incident.

  • The incident and incident task tables support domain separation. Therefore, a Fulfiller sees only incidents or incident tasks that have been created within the (tenant) domain that they belong to.

How domain separation works in Incident Management

Fulfillers see only incidents and incident tasks that have been created within the (tenant) domain that they belong to.

Domain separated tables

  • Incident [incident]
  • Incident Task [incident_task]

Use cases

  • An ESS user belonging to “Initech” domain, creates an incident. Only those ITIL users belonging to “Initech” domain or global domain can see this incident.
  • An ITIL user belonging to a parent domain can see incidents of all its child domains as well.
  • An ITIL user belonging to a specific domain can create incidents only on behalf of the domains that they have access to.
  • An ITIL user can associate child incidents only of those domains that they have access to.
  • If a user has access to multiple domains, the domain specified on the current record drives the functionality of that record and reference fields.
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