Domain Separation for ITSM Mobile Agent

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Domain Separation for ITSM Mobile Agent

    Domain separation allows for the organization of data, processes, and administrative tasks into distinct logical groupings known as domains. This separation helps control user access to data and is essential for service providers managing multiple tenants. The feature is crucial for ensuring that data is correctly categorized according to the application's service provider use cases.

    Show full answer Show less

    Key Features

    • Runtime Domain Separation: The application supports domain separation at runtime, affecting the user interface, cache keys, reporting, rollups, and aggregations.
    • Mobile Platform Support: Domain separation is supported across all native mobile clients, with clear indications of record associations to domains.
    • Configuration Requirements: Before using domain separation on mobile, it must be enabled through the platform's web interface.
    • Company/Account Fields: These fields help display relevant records based on the domain, ensuring that records are created in the appropriate domain.

    Key Outcomes

    After implementing domain separation, users can expect the following:

    • ESS users, like those in the “Initech” domain, will have their incidents visible only to ITIL users within the same domain or global domain.
    • ITIL users can view incidents in their domain and associated child domains, ensuring proper access control.
    • ITIL users can create incidents only for domains they have access to, maintaining data integrity across domains.
    • If a user has access to multiple domains, the current record's specified domain will dictate functionality and reference fields.

    This is an overview of domain separation and ITSM Mobile Agent. 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.

    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. This includes domain 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.

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

    ITSM Mobile Agent overview

    The mobile platform supports domain separation for all native clients. The mobile UI design clearly indicates the domain that a record is associated with.

    Before extending the domain separation functionality to mobile, the feature must be enabled on the platform web-based interface. For further information on configuration, see Domain separation setup and administration.

    How domain separation works in mobile

    You can use the company or account fields to display appropriate records by domain. These fields are available in tables when the domain separation plugin is enabled. Because each company or account is linked to a single domain, when you create a record, you can use these fields to specify the domain in which you want to create the record.

    After the feature has been set up through the platform web-based interface, a two-part process is required to further extend the domain separation functionality on mobile. For additional information about configuring domain separation on mobile devices, contact Customer Service and Support.

    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.