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
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.
