Domain separation and Universal Request
Domain separation is supported for ServiceNow Universal Request. Universal Request helps Help Desk agents to resolve cases across the enterprise for a better employee experience. 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.
How domain separation works in Universal Request
All configurations are strictly domain separated.
The Universal Request table is data-separated.
Tables
Configuration tables (strict domain separation)- universal_request_service_set
- universal_request_service_conf
- universal_request_state_mapping
- universal_request_route_conf
- universal_request_transfer_mapping
- universal_request_transfer_fields_mapping
Data tables (data separated): universal_request.