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    Home Madrid Now Platform Capabilities Now Platform capabilities Connect Connect administration Domain separation in Connect Support and Connect Chat

    Domain separation in Connect Support and Connect Chat

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    Domain separation in Connect Support and Connect Chat

    This an overview of how domain separation works in Connect Support and Connect Chat, and the expected interactions across domains to support multiple tenants. 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.

    Connect Support adheres to the standard domain separation patterns within ServiceNow, with some exceptions. Most notably, Connect Support allows for users in a parent or top-level domain to interact with chat_queue_entry records generated from child domains. Users can then pose questions in specifically-labeled chat_queues directly to the primary administrators of the instance.

    Connect Chat supports data separation within domain separated instances. Delegated administration—the ability to override configuration settings and logic in domains—is not supported.

    How domain separation works in Connect Support

    Connect Support supports data separation within domain-separated instances. Delegated administration—the ability to override configuration settings and logic in domains—is not supported.

    Configuration

    Connect Support is configurable by system administrators only. Configuration settings apply to all domains. Overrides for configuration details and process logic in domains are not supported.

    After domain separation has been enabled, the following Connect Support-related tables are not domain-separated in the base system:

    • chat_queue
    • connect_action

    Records created from users in a child domain remain in the child domain to both the agent and the user initiating the chat. Any of the following tables represent records that support the conversation.

    Table 1. Records from conversations
    Table Description
    chat_queue_entry Holds the initial question from the end user, and other metrics to determine overall support efficiency, such as wait_time.
    live_group_profile Represents the conversation itself
    live_group_member Each individual member of the support conversation
    Incident and other task-based records Any record generated from connect_actions.

    How domain separation works in Connect Chat

    Configuration: Connect Chat is configurable by system administrators only. Configuration settings apply to all domains. Overrides for configuration details and process logic in domains are not supported.

    Actions may be made available to specific domains based on condition filters set by system administrators.

    Data Management: Connect Chat messages are not assigned to a domain. Rather, visibility is restricted to conversation participants.

    Usage scenarios

    Usage diagram for how domain separation works for Connect

    Chat with users in the same domain (Supported)

    • Domain visibility allows users to see other users in the same domain.
    • Examples:
        • Service Provider user may chat with another Service Provider user
        • ACME user may chat with another ACME user

    Parent domain user initiates chat with child domain user (Supported)

    • Domain visibility allows users to see users in child domains.
    • Examples:
      • Service Provider user may initiate a chat with a Service Provider sub-contractor user
      • ACME user may initiate a chat with ACME EMEA user

    Domain user initiates chat with user in a domain where visibility has been granted (Supported)

    • Domain visibility allows the user initiating a chat to see users in the target domain.
    • Examples:
      • Service Provider sub-contractor user may initiate a chat with an Initech user, given domain visibility
      • Service Provider users may initiate a chat with any domain user, given the contains relationship with the TOP domain

    Sub-domain user initiates chat with Parent domain user (Not supported)

    • Domain visibility does not allow users in child domains to see users in parent domains. This means they are unable to initiate a chat session.

    Configuration

    Administrators may configure multiple Chat Queues. Support Queues are not assigned to a domain. Assignment groups may exist in any domain.

    Any user with the appropriate link can enter a queue, regardless of the user’s domain. Exposure of links to specific queues through the default user interface may be controlled using domain-specific overrides. Exposure of links to specific queues through the Service Portal may be controlled using conditions or custom coding logic.

    The Reporting Dashboard contains statistics related to all queues and all agents. Statistics are not filtered according to domain. Therefore, it is not appropriate to expose this page to users within child domains.

    Data management

    Connect Support Queues are global. No domain field exists on this table and it is not suitable for domain separation.

    Connect Support messages are assigned to a domain based on the domain of the user entering the queue. Members of the Assignment group for the queue must have domain visibility to the user entering the queue to participate in chat sessions.

    Records generated from chat sessions display based on the agent’s home domain. However, once the record is saved with a Company value, business rules assign the newly created record to the corresponding domain.

    Usage scenarios

    Usage scenarios for domain separation in Connect

    In the illustration above:

    • The ACME support queue is configured to be available from 8-5 on weekdays. The ACME Support group in the ACME domain provides first-level support. If more advanced support is required, users are escalated to the Service Provider’s Service Desk queue.
    • The Service Desk queue is configured to be available 24x7 and is staffed by the Service Desk Group in the Service Provider domain. If more advanced support is required, users are escalated to the Tier 2 Support queue in the same domain.
    Related topics
    • Domain separation

    Tags:

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      Domain separation in Connect Support and Connect Chat

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Domain separation in Connect Support and Connect Chat

      This an overview of how domain separation works in Connect Support and Connect Chat, and the expected interactions across domains to support multiple tenants. 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.

      Connect Support adheres to the standard domain separation patterns within ServiceNow, with some exceptions. Most notably, Connect Support allows for users in a parent or top-level domain to interact with chat_queue_entry records generated from child domains. Users can then pose questions in specifically-labeled chat_queues directly to the primary administrators of the instance.

      Connect Chat supports data separation within domain separated instances. Delegated administration—the ability to override configuration settings and logic in domains—is not supported.

      How domain separation works in Connect Support

      Connect Support supports data separation within domain-separated instances. Delegated administration—the ability to override configuration settings and logic in domains—is not supported.

      Configuration

      Connect Support is configurable by system administrators only. Configuration settings apply to all domains. Overrides for configuration details and process logic in domains are not supported.

      After domain separation has been enabled, the following Connect Support-related tables are not domain-separated in the base system:

      • chat_queue
      • connect_action

      Records created from users in a child domain remain in the child domain to both the agent and the user initiating the chat. Any of the following tables represent records that support the conversation.

      Table 1. Records from conversations
      Table Description
      chat_queue_entry Holds the initial question from the end user, and other metrics to determine overall support efficiency, such as wait_time.
      live_group_profile Represents the conversation itself
      live_group_member Each individual member of the support conversation
      Incident and other task-based records Any record generated from connect_actions.

      How domain separation works in Connect Chat

      Configuration: Connect Chat is configurable by system administrators only. Configuration settings apply to all domains. Overrides for configuration details and process logic in domains are not supported.

      Actions may be made available to specific domains based on condition filters set by system administrators.

      Data Management: Connect Chat messages are not assigned to a domain. Rather, visibility is restricted to conversation participants.

      Usage scenarios

      Usage diagram for how domain separation works for Connect

      Chat with users in the same domain (Supported)

      • Domain visibility allows users to see other users in the same domain.
      • Examples:
          • Service Provider user may chat with another Service Provider user
          • ACME user may chat with another ACME user

      Parent domain user initiates chat with child domain user (Supported)

      • Domain visibility allows users to see users in child domains.
      • Examples:
        • Service Provider user may initiate a chat with a Service Provider sub-contractor user
        • ACME user may initiate a chat with ACME EMEA user

      Domain user initiates chat with user in a domain where visibility has been granted (Supported)

      • Domain visibility allows the user initiating a chat to see users in the target domain.
      • Examples:
        • Service Provider sub-contractor user may initiate a chat with an Initech user, given domain visibility
        • Service Provider users may initiate a chat with any domain user, given the contains relationship with the TOP domain

      Sub-domain user initiates chat with Parent domain user (Not supported)

      • Domain visibility does not allow users in child domains to see users in parent domains. This means they are unable to initiate a chat session.

      Configuration

      Administrators may configure multiple Chat Queues. Support Queues are not assigned to a domain. Assignment groups may exist in any domain.

      Any user with the appropriate link can enter a queue, regardless of the user’s domain. Exposure of links to specific queues through the default user interface may be controlled using domain-specific overrides. Exposure of links to specific queues through the Service Portal may be controlled using conditions or custom coding logic.

      The Reporting Dashboard contains statistics related to all queues and all agents. Statistics are not filtered according to domain. Therefore, it is not appropriate to expose this page to users within child domains.

      Data management

      Connect Support Queues are global. No domain field exists on this table and it is not suitable for domain separation.

      Connect Support messages are assigned to a domain based on the domain of the user entering the queue. Members of the Assignment group for the queue must have domain visibility to the user entering the queue to participate in chat sessions.

      Records generated from chat sessions display based on the agent’s home domain. However, once the record is saved with a Company value, business rules assign the newly created record to the corresponding domain.

      Usage scenarios

      Usage scenarios for domain separation in Connect

      In the illustration above:

      • The ACME support queue is configured to be available from 8-5 on weekdays. The ACME Support group in the ACME domain provides first-level support. If more advanced support is required, users are escalated to the Service Provider’s Service Desk queue.
      • The Service Desk queue is configured to be available 24x7 and is staffed by the Service Desk Group in the Service Provider domain. If more advanced support is required, users are escalated to the Tier 2 Support queue in the same domain.
      Related topics
      • Domain separation

      Tags:

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