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Domain separation and Service Desk Call

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Domain separation and Service Desk Call

This is an overview of domain separation and . 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 1

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.
  • Using Service Desk Call, ITIL users can create a call record and quickly capture basic information from a customer contact. Users can then decide if the call is an incident, a problem, a change, or a service catalog request.
  • Service Desk personnel can process customer calls more quickly by retaining and reusing the information captured during the call. Users with the ITIL role can read, create, and edit an existing call, but cannot delete existing calls or edit a call after it is transferred.
  • At the end of the call, the ITIL user can decide one of two actions to take:
    • Transfer the call record to an incident, problem, change, or service catalog request.
    • Record the call as another type of contact, such as a wrong number.
  • Typically, ITIL users create the new_call (Service Desk) records when they receive a call from ESS user. Once they understand the nature of the issue, the new_call record is converted into a corresponding incident, request, problem, change, and so on.
  • The [new_call] table supports domain separation. Therefore, an ITIL/Fulfiller sees only those new_call records that have been created within the (tenant) domain that they belong to.

How domain separation works in Service Desk

ITIL/Fulfillers see only those new_call records that have been created within the (tenant) domain that they belong to.

Domain separated tables

  • Calls [new_call]
Use cases
  • An ITIL/Fulfiller creates new_call records only in those domains to which they have access.
  • When a new_call record is converted into a Request / Incident / Problem / Change, and so on, the corresponding record is created in the same domain as that of the associated new_call record.
  • An ITIL/Fulfiller can create a new_call record only for those callers who belong to the domains to which they have access.
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