Domain separation and Field Service Management
Summarize
Summary of Domain Separation and Field Service Management
Domain separation is crucial for managing complex organizational structures, allowing tailored access and enhanced security. It ensures users interact only with relevant data, improving operational efficiency. In the context of Field Service Management (FSM), domain separation utilizes the Company entity to create logical groupings for data, processes, and administrative tasks.
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Key Features
- Company Entity Usage: Each company must be assigned to a specific domain, driving the separation of work orders and related tasks.
- Mandatory Fields: The Company field on the Work Order form is required, ensuring that all work orders are created within the correct company domain.
- Task Domain Consistency: Any tasks associated with a work order inherit the domain of the work order. If the domain changes, the tasks' domains are updated accordingly.
- Integration with Customer Service Management: When FSM is integrated with Customer Service Management, the Account field becomes mandatory on the Work Order form, linking the work order to the respective account domain.
- Domain-Specific Filtering: Qualification, dispatcher, and assignment groups are filtered based on the work order's domain, ensuring appropriate access and task management.
- Parts Process Separation: The parts process operates within the work order domain, ensuring that part requirements, transfer orders, and assets are domain-specific.
Key Outcomes
Implementing domain separation in FSM allows organizations to maintain clear boundaries between operational data and processes, enhancing data security and user efficiency. Customers can expect streamlined task management and improved visibility into work orders relevant to their specific domains. For setup assistance, customers should contact ServiceNow, Inc.
Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It allows for tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.
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.
Field Service Management domain separation overview
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. In the Field Service Management application, you can use the Company entity to drive domain separation. Assign a domain to each company and then any work orders and tasks created for a company are created within the company domain. Other entities and tasks related to work orders, such as dispatcher and assignment groups, part requirements, and transfer orders, are driven by the company and work order domains.
How domain separation works in Field Service Management
Domain separation for Field Service Management uses the Company entity to drive the domain structure. To use domain separation, all companies must be assigned to a domain.
When using Field Service Management in a domain separated instance, the Company field is a mandatory field on the Work Order form. When you create a work order for a company, the work order is created in the company domain. Any tasks created for the work order are also created in the company domain.
When using Field Service Management integrated with Customer Service Management in a domain separated instance, the Account field is a mandatory field on the Work Order form. When you create a work order for an account through a customer service case, the work order is created in the account domain. Any tasks created for the work order are created in the same domain as the work order. In the event that the domain of the work order changes, the domain of the work order tasks is also updated.
Setting up domain separation in Field Service Management
To set up domain separation for Field Service Management, contact ServiceNow, Inc.
Work orders created from Incident, Problem, or Change
- The company on the work order is inherited from the original record.
- The domain of the work order is inherited from the company.
- If the original record does not include a company, the Company field is still a required field on the Work Order form.
Groups
Qualification, dispatcher, and assignment groups are filtered based on the domain of the work order and work order tasks. The group domain must match the work order or work order task domain.
Parts process
- Part requirements are created in the work order domain.
- Transfer orders and transfer order lines created for a part requirement are created in the part requirement’s domain.
- When sourcing a part, the following are available:
- Assets are available for a work order or work order task based on the part requirement domain.
- Assets are available based on the part requirement domain.
- Stockrooms are available based on available assets.