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Domain separation and Knowledge Management

This is an overview of domain separation and Knowledge 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

Domain separation works differently at different access levels of an application. In Knowledge Management, data, requester, and fulfiller access to knowledge bases are domain separated.

How domain separation works in Knowledge Management

In Knowledge Management, the following rules apply:

Data: At the data level of domain separation, data visibility is separated from one domain to another. Knowledge bases, user criteria, articles, categories, article feedback, article versions, article templates, and external sources are domain separated in the base system.

Note: The data in one domain cannot be seen in any other domain. For example, if you create a Knowledge Management article in a domain A using an article template which is not in domain A, the article will not be visible in domain A. Similarly, if you create a Knowledge Management article in the global domain using a template that is not in global, the article might not be visible in all the domains.

Requester: Requester activities are supported within tenant domains. Users can search; view; comment; and rate articles of their domain, any child domain, and global domains, if feedback is enabled and the knowledge base settings grant them read access to articles.

Users in the global domain can access articles in all the domains if read access is granted at knowledge base and/or article level.
Users in the parent domain can access articles in that domain, global, and all its child domains if read access is granted at knowledge base and/or article level.
Users in the child domain can access articles in that domain and the global domain if read access is granted at knowledge base and/or article level.

Fulfiller: The application can be used by the Fulfiller within the tenant domains as a tenant domain-owned application. Users are allowed to author articles in knowledge bases of their domain, any child domain, and the global domain if the knowledge base has user criteria set up to grant contribute access.

Articles are automatically saved to the user’s current domain when the article is created.
If the glide.knowman.allow_edit_global_articles system property is enabled, users from a domain other than the global domain can check out and edit global articles. Otherwise, system administrators and users from a domain other than the global domain cannot check out global articles and are shown a warning message to that effect. Depending on their access, users can change their domain to the global domain to check out and edit the global articles.
Domains of versioned articles will be maintained as per the latest article version's domain. This includes updating the domain for kb_version, kb_knowledge, kb_feedback, and sys_attachment tables.

See Managing access to knowledge bases and knowledge articles to learn how to control contribute and read access to knowledge bases and knowledge articles.

Use cases

This image demonstrates a basic domain hierarchy that is available in the base system.

Requester use cases


User domain	Knowledge base domain	Read user criteria domain	Article domain	Result
Global	Global	Global	Global	Can view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Parent domain (TOP)	Global	Global	Global
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Child domain (TOP/ACME)	Global	Global	Global	Can view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)

Fulfiller use cases


User domain	Knowledge base domain	Contribute user criteria domain	Article domain	Result
Global	Global	Global	Global	Can author, update, view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Parent domain (TOP)	Global	Global	Global
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Child domain (TOP/ACME)	Global	Global	Global	Can author, update, view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)

Known Issues

The following AQI tables are not domain separated:
- AQI Checklist [kb_quality_checklist]
- Checklist Question [kb_checklist_question]
- Article Checklist Answer [kb_article_checklist_answer]
  Note: The Article Checklist Answer table does not contain the Order field. The application shows the list in a random order.
Comment provided by a user on an article is stored in article's domain instead of user domain.

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Release version

Domain separation and Knowledge Management

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

Domain separation works differently at different access levels of an application. In Knowledge Management, data, requester, and fulfiller access to knowledge bases are domain separated.

How domain separation works in Knowledge Management

In Knowledge Management, the following rules apply:

Users in the global domain can access articles in all the domains if read access is granted at knowledge base and/or article level.
Users in the parent domain can access articles in that domain, global, and all its child domains if read access is granted at knowledge base and/or article level.
Users in the child domain can access articles in that domain and the global domain if read access is granted at knowledge base and/or article level.

Articles are automatically saved to the user’s current domain when the article is created.
If the glide.knowman.allow_edit_global_articles system property is enabled, users from a domain other than the global domain can check out and edit global articles. Otherwise, system administrators and users from a domain other than the global domain cannot check out global articles and are shown a warning message to that effect. Depending on their access, users can change their domain to the global domain to check out and edit the global articles.
Domains of versioned articles will be maintained as per the latest article version's domain. This includes updating the domain for kb_version, kb_knowledge, kb_feedback, and sys_attachment tables.

See Managing access to knowledge bases and knowledge articles to learn how to control contribute and read access to knowledge bases and knowledge articles.

Use cases

This image demonstrates a basic domain hierarchy that is available in the base system.

Requester use cases


User domain	Knowledge base domain	Read user criteria domain	Article domain	Result
Global	Global	Global	Global	Can view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Parent domain (TOP)	Global	Global	Global
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Child domain (TOP/ACME)	Global	Global	Global	Can view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)

Fulfiller use cases


User domain	Knowledge base domain	Contribute user criteria domain	Article domain	Result
Global	Global	Global	Global	Can author, update, view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Parent domain (TOP)	Global	Global	Global
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)
Child domain (TOP/ACME)	Global	Global	Global	Can author, update, view, comment, rate articles.
	Parent domain (TOP)	Parent domain (TOP)	Parent domain (TOP)
	Child domain (TOP/ACME	Child domain (TOP/ACME	Child domain (TOP/ACME
	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)	MSP domain (TOP/MSP)

Known Issues

The following AQI tables are not domain separated:
- AQI Checklist [kb_quality_checklist]
- Checklist Question [kb_checklist_question]
- Article Checklist Answer [kb_article_checklist_answer]
  Note: The Article Checklist Answer table does not contain the Order field. The application shows the list in a random order.
Comment provided by a user on an article is stored in article's domain instead of user domain.

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Domain separation and Knowledge Management

Domain separation and Knowledge Management

Support level: Standard

Overview

How domain separation works in Knowledge Management

Use cases

Requester use cases

Fulfiller use cases

Known Issues

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Domain separation and Knowledge Management

Domain separation and Knowledge Management

Support level: Standard

Overview

How domain separation works in Knowledge Management

Use cases

Requester use cases

Fulfiller use cases

Known Issues

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