---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Domain separation and Advanced Work Assignment

# Domain separation and Advanced Work Assignment {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Domain separation is supported in the Advanced Work Assignment feature. 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: Standard {#awa-domain-separation__section_xw4_1lr_xkb}

* Includes all aspects of Basic level support.
* Application properties are domain-aware as needed.
* Business logic: The service provider (SP) creates or modifies processes per customer. The use cases reflect proper use of the application by multiple SP customers in a single instance.
* The instance owner must configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.
{#awa-domain-separation__ul_tfh_drj_xkb}

Sample use case: An admin must be able to make comments required when a record closes for
one tenant, but not for another.{#awa-domain-separation__p_ssc_nfg_h1c}

For more information on support levels, see [Application support for domain
separation](https://www.servicenow.com/docs/access?context=domain-separated-apps&version=australia&pubname=australia-platform-security&ft:locale=en-US).{#awa-domain-separation__p_tsc_nfg_h1c}

## Overview {#awa-domain-separation__section_pvf_wkx_vcb}

Advanced Work Assignment enables the automatic assignment of work items to
qualified agents using work item queues defined for specific service channels. Managed
Service Providers can create domain-specific queues by specifying a particular domain as a
queue routing condition.

## How domain separation works in Advanced Work Assignment {#awa-domain-separation__section_ydt_kth_scb}

When an instance has a domain hierarchy where users and groups belong to different domains, you may need to restrict the visibility of work items to certain agents in a domain. You may also need to ensure that work items are routed to agents in the proper domain. AWA admins can configure service channels and associated work item queues to:

Route work by domains
:   To push work items to agents in domains where only certain tasks or interactions are
    visible to them, use a routing condition that routes those items to the appropriate
    queues. For example:

    * To restrict a queue to only items that match exactly to a particular domain X, specify this condition: \[Domain\] \[is\] \[X\]
    * To route all work items in domain X and its child domains to a queue, use the Domain Path field and specify a condition such as: \[Domain Path\] \[starts with\] \[!!!/!!#/\]
    {#awa-domain-separation__ul_vfd_fk4_wfb}

Assign work to agents in the appropriate domain
:   To assign work items to agents in the appropriate domain, ensure that the assignment
    groups specified in the queue [Eligibility Assignment pools](https://servicenow-prod.fluidtopics.net/5iG1vMDk1ix8pg~k9P660w "Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables Advanced Work Assignment to find a qualified agent from a wider pool of agents.") have agents that belong to the domains where
    they can see the work items routed to the queue.

    If a mismatch occurs, and agents
    in an eligible assignment group cannot see a work item in a queue, AWA may temporarily assign an item to an agent.
    However, before the item is moved to the agent's inbox, AWA automatically rejects the assignment with the
    reason No access. AWA
    reassigns the work item to a different agent who might have access. If none of the
    available agents can see the work item, the item could be rejected multiple times.

    Warnung:  
    The item can get stuck in the queue until the AWA admin corrects the eligible assignment configuration.
**Zugehörige Informationen**   

* [Domain separation for service providers](https://www.servicenow.com/docs/access?context=domain-sep-landing-page&version=australia&pubname=australia-platform-security&ft:locale=en-US)