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.
