This is an overview of domain separation and Incident Communications Management. With
domain separation you can 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.
Support level: Standard
- Includes Basic level support.
- Business logic: Processes can be created or modified per customer by the service
provider (SP). The use cases reflect proper use of the application by multiple SP
customers in a single instance.
- The owner of the instance needs to be able to configure the minimum viable product
(MVP) business logic and data parameters per tenant as expected for the specific
application.
Use case: An admin needs to be able to make comments mandatory when a record closes for
one tenant, but not for another.
Overview
-
The Incident Communications Management application enables organizations to create and
manage communications related to major business issues or incidents. Incident communication
plan administrators can bring together all involved users during these events and establish
quick and easy communication within this group.
-
Typically, Incident Communication Plan Admin or Major Incident Manager creates incident
communication plans for an existing incident. Multiple incident communication plans can be
created against the same incident.
-
The incident communication plan and incident communication task tables support domain
separation. Therefore, an Itil/Fulfiller sees only incident communication plans or incident
communication tasks that have been created within the (tenant) domain that they belong to.
How domain separation works in Incident Communications Management
Fulfillers see only incident communication plan and incident communication plan tasks that
have been created within the (tenant) domain that they belong to.
Domain separated tables
-
Incident Communication Plan [incident_alert]
-
Incident Communication Task [incident_alert_task]
Use cases
- An Incident Communication Plan Admin or Major Incident Manager is able to view incidents
only of those domains that they have access to. They can create incident communication plans
against only those incidents.
