This is an overview of domain separation as it pertains to the Walk-up Experience application and how it relates to Service Portal pages, interaction queues, and
configurations. 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.
Domain separation in the Walk-up Experience application is supported at Level 3. However, the application depends on the Service Portal, which is supported at the
Data-only level. Domain separation pertains to the Walk-up Experience application in the following ways:
- Walk-up location queues support domain separation in order to define which end users can
access each location queue.
- The Interaction table supports standard domain separation for data security. Interaction
tickets are opened for a specific domain.
- Walk-up location queues and interactions support domain separation. Therefore, fulfillers
also work within a domain-separated environment when addressing interaction tickets associated
with a location queue.
- Management and administration configurations reside in the walk-up location queue records.
Therefore, those configurations are available to the respective domain managers and admins.
- While the Service Portal pages are not
domain separated, the Walk-up Experience application's portal pages retrieve data within the user’s specific domain. Therefore,
those pages can be reused across different service portals designed and configured for
separate domains. The admins must build each portal themselves.
- The Domain field is available on the wu_location_queue table. Setting
domain here ensures users only see queues that are part of their domains during online
check-in.
- For Advanced Work Assignment routing to
operate, each wu_location_queue must include a work item routing condition which explicitly
adds a reference to the domain the queue is part of.
Note: The appointment booking feature is
not domain separated. Since Appointment [itil_appointment] table data is not domain
separated, list views could reveal data across domains.
How domain separation works in the Walk-up Experience application
For this application to be the most effective, walk-up administrators should configure walk-up
locations accordingly. This is done by configuring the
wu_location_queue record
to meet user needs, which affects the Requestor experience. Each domain configured to the
location queue record has its own set of rules. The same applies to other tables within the
Walk-up application as well.
Note: Elements of the Service Portal platform such as settings,
portals and widgets cannot be domain separated. However, the data within the widgets displays
based on how the domain is configured. The recommended approach is to set up separate portals
for each MSP customer.
Below are the elements of the
Service Portal that are used as part of the
walk-up experience:
- Portal (Walk-up)
- Pages (
walkup_online_checkin, walkup_queue_on_site, walkup_home,
walkup_survey, walkup_check_in
- Theme (Walk-up theme)
- Widgets (Online check-in experience, walk-up queue on site, walk-up check-in, walk-up exit
survey, walk-up home, walk-up schedule)
To learn more, see Domain separation in Service Portal.
For data separation, the Walk-up Experience application uses the domain of the walk-up user (Requestor/Walkup login user) to determine in
which domain the Requestor data should be placed.
- Requestors can check in only in locations for which they have visibility.
- Requestors are able to select the Reasons that belong only to their own domain.
- Interaction records are created in the Requestor’s domain.
For the Fulfiller side, the application uses the domain of the walk-up user (walk-up
technician/ manager/ admin) to determine which records are visible.
- By domain separation rules, Fulfillers can work only on interactions that are visible to
them.
- Fulfillers are able to configure only walk-up location records that belong to their domain,
are in the global domain, or have the parent-child hierarchy.
- The same visibility rules apply for the Many to Many
[wu_m2m_location_queue_reason]table that controls the mapping between a
location and Reason.
- The walk-up contexts records also have domain separation support, thereby ensuring
technicians are able to view detailed Requestor information only for the records that are
visible by domain separation rules.
Domain-separated tables
As part of the Walk-up Experience, records in the following tables can be domain separated.
- Walk-up location queues
[wu_location_queue]
- Walk-up reasons for visit
[wu_reason]
- Walk-up reasons
[wu_m2m_location_queue_reason]
- Walk-up contexts
[wu_context]
- Interactions
[interaction]
