---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Domain separation and On-Call Scheduling

# Domain separation and On-Call Scheduling {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Domain separation is supported in On-Call Scheduling. The On-Call Scheduling application helps you to ensure that dedicated
support team members are available to resolve issues as they arise. 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 {#domain-separation-on-call-scheduling__section_emn_vzq_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.
{#domain-separation-on-call-scheduling__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.{#domain-separation-on-call-scheduling__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).{#domain-separation-on-call-scheduling__p_tsc_nfg_h1c}

## On-Call Scheduling domain separation overview {#domain-separation-on-call-scheduling__section_pvf_wkx_vcb}

* On-Call Scheduling behaves the same
  with domain support as it does without domain
  support. Customers have the same ability to create
  and maintain on-call shifts.

* A shift includes a selection of users from a
  group. It uses the base-system
  Advanced Schedules Support plugin to specify when
  the shift is active.

{#domain-separation-on-call-scheduling__ul_lmy_rdn_ndb}

## How domain separation works in On-Call Scheduling {#domain-separation-on-call-scheduling__section_ydt_kth_scb}

With domain separation enabled, a user with the rota_admin role uses the
Create New Schedule wizard to generate schedules in the group's
domain. All generated related records for the new schedule are
created with a matching domain.

This setup is enforced with a combination of the domain field and the domain_master attribute. The attribute is used to derive the domain of the record from the master record. For the roster table, it
derives the domain from the associated shift record.

## Domain-separated tables {#domain-separation-on-call-scheduling__section_iqn_f3h_qdb}

* Shift \[cmn_rota\]
* Rotation Escalation \[cmn_rota_escalation\]
* Shift Escalation Set \[cmn_rota_escalation_set\]
* Shift Escalation Step Definition \[cmn_rota_esc_step_def\]
* On-Call Group Preference \[on_call_group_preference\]
* On-Call Contact Source \[sys_on_call_contact_source\]
* On-Call Group Template \[sys_on_call_group_template\]
* On-Call Shift Template \[sys_on_call_shift_template\]
* On-Call Template Contact Attempt \[on_call_template_contact_attempt\]
* On-Call Template Contact Preference \[on_call_template_contact_preference\]
* On-Call Template Escalation Policy \[on_call_template_escalation_policy\]
* On-Call Template Escalation Step \[on_call_template_escalation_step\]
* On-Call Escalation \[on_call_escalation\]
* On-Call Escalation Level \[on_call_escalation_level\]
* On-Call Escalation Contact Attempt \[on_call_escalation_con_attempt\]
* On-Call Escalation Notification \[on_call_escalation_comm\]
{#domain-separation-on-call-scheduling__ul_ff2_zhn_ndb}

## Tables that use the domain_master attribute {#domain-separation-on-call-scheduling__section_ulp_3jh_qdb}

* Roster \[cmn_rota_roster\]: domain_master=rota
* Rota Member \[cmn_rota_member\]: domain_master=roster
* Roster Schedule Span \[roster_schedule_span\]: domain_master=schedule
* Shift Escalation Set \[cmn_rota_escalation_set\]: domain_master=cmn_rota
* Shift Escalation Step Definition \[cmn_rota_esc_step_def\]: domain_master=cmn_rota_escalation_set
* On-Call Escalation Level \[on_call_escalation_level\]: domain_master=escalation
* On-Call Escalation Contact Attempt \[on_call_escalation_con_attempt\]: domain_master=escalation_level
* On-Call Escalation Notification \[on_call_escalation_comm\]: domain_master=contact_attempt
{#domain-separation-on-call-scheduling__ul_szw_b3n_ndb}

To learn more, see
[Domain
support for schedules](https://www.servicenow.com/docs/access?context=domain-support-for-schedules&version=australia&pubname=australia-platform-administration&ft:locale=en-US)

## Use cases {#domain-separation-on-call-scheduling__section_kxx_rjh_qdb}

For the following On-Call Scheduling features, domain separation ensures that end users (whether they possess the itil or rota_admin role) are able to see only shifts accessible via their domain:

* On-Call calendars
* On-Call schedules
* My Schedule reports
* Schedule reports
* Escalations
{#domain-separation-on-call-scheduling__ul_h1j_q3n_ndb}
**Related topics**   

* [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)