Support level: Standard

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:

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 the knowledge base 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 the knowledge base or article level.
• Users in the child domain can access articles in that domain and the global domain if read-access is granted at the knowledge base 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 are 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.
• If domains contain another domain: If domain A contains domain B, users with access to Domain A can author articles in Domain B by toggling the domain scope. To learn more about toggling domain scope, see Visibility domains and Contains domains.

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

Fulfiller use cases

Known Issues