Domain separation and EMR Help

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Domain separation and EMR Help

    The EMR Help application in ServiceNow supports domain separation, allowing you to isolate data, processes, and administrative tasks into distinct logical domains. This separation controls user access and visibility, ensuring data integrity and security across multiple tenants. It applies to both configuration data (such as request definitions and parameters) and transactional data (like tasks and related requests from the EMR system).

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    Key Features

    • Domain-separated data: Includes configuration tables such as Remote Request Definition, Remote Request Parameter, and Request Configuration Mapping, as well as transactional data like Remote Request Data and related tasks.
    • Runtime domain assignment: Domains are assigned at runtime based on the user session or API parameters, ensuring tasks and request data align with the correct domain.
    • Support for multiple tenants: The instance owner configures EMR Help to operate across multiple service provider tenants, enabling separation of customer interactions and data.
    • API support: When creating tasks via the Remote help request API, domain separation can be specified using parameters such as taskfor and callerid, allowing precise domain assignment.
    • UI and reporting isolation: Domain separation extends to the user interface, cache keys, reporting, rollups, and aggregations, maintaining data visibility boundaries.

    How Domain Separation Works in EMR Help

    For users raising service requests through the EMR Help service portal within their EMR system, the domain is set based on the logged-in user's session, task, and request data. For API-based requests, domain assignment depends on specified parameters:

    • taskfor: Defines the user for whom the task is created; used to set the domain if callerid is not provided.
    • callerid: Used specifically for Incident tasks to determine the task's domain.
    • If neither parameter is provided, the domain defaults to that of the authenticated API user.

    Practical Benefits for ServiceNow Customers

    • Enables secure multi-tenant support, essential for service providers managing requests across various customers.
    • Ensures proper segregation of sensitive EMR-related data and service tasks.
    • Facilitates accurate reporting and process management within domain boundaries.
    • Supports integration with EMR systems via API, maintaining domain integrity.

    Domain separation is supported for EMR Help. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Overview

    The EMR Help application includes domain separation for configuration tables (request definition, request parameters, and definition to parameter mapping) as well as domain separation for transactional data like tasks and associated request data coming in from the EMR system.

    Domain separation is enabled in the following aspects of the EMR Help application:

    • Data stored in the Remote Request Data [sn_ind_rmt_help_request_data] table is domain separated.
    • Tasks created when raised either from a record producer or using a REST API are domain separated.
    • Request parameters can be created for use in different domains.
    • Request definitions can be created for use in different domains.
    • Request definition mappings can be created for use in different domains.

    How domain separation works in EMR Help

    For customers using an EMR Help service portal within their EMR systems to raise ServiceNow IT service requests, the domain is set from the logged-in user’s session, in the task created, and the associated request data.

    For customers using the Remote help request API, an administrator can domain separate a task and the associated remote request data by sending any of the following parameters in the task_parameters object while creating the request.

    • Task for user (task_for)
      Note:
      Valid for all task types.
    • Caller (caller_id)
      Note:
      Valid only for the Incident [incident] table.

    For incident, the task’s domain is set from the caller_id parameter if specified in the request body. When the caller_id parameter isn't specified, the task’s domain is set as the domain of the user specified in the task_for parameter. If neither of these parameters are specified in the request body, the task's domain is set from the domain of the authenticated user invoking the Remote help request API.

    Domain separated tables

    • Remote Request Definition (sn_ind_rmt_help_request_defn)
    • Remote Request Parameter (sn_ind_rmt_help_request_param)
    • Request configuration mapping (sn_ind_rmt_help_defn_param_data_map)
    • Remote Request Data (sn_ind_rmt_help_request_data) and its extended child data tables
    • Task [task]