Domain separation and Sidebar

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Domain Separation and Sidebar

    Domain separation for Sidebar allows you to segregate data, processes, and administrative tasks into distinct domains, enhancing data access control. To implement this feature, domain separation must be enabled for your instance, and you can manage Sidebar activation on a per-domain basis. Note that domain separation is only supported with a parent-child domain hierarchy.

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    Key Features

    • Domain-Specific Access: Users can only view and create Sidebar discussions linked to records they have access to, maintaining data security across domains.
    • Version Requirements: To utilize domain separation, you must be using the Vancouver version and the August version of the Sidebar store app.
    • Manual Activation: Sidebar requires manual activation for each domain via the Conversational Interfaces settings or syscscollabsettings table.
    • Integration with Microsoft Teams: Activating Sidebar prompts a notification for manual integration with Microsoft Teams, which must be configured separately for each domain.
    • Known Issues: There is a known issue with emoji functionality in domain-separated environments, requiring a workaround to address it.

    Key Outcomes

    By implementing domain separation in Sidebar, ServiceNow customers can ensure that data access is tightly controlled, thereby enhancing security and compliance. This feature empowers administrators to tailor processes per tenant and manage multi-tenant environments effectively. Users will only interact with relevant discussions, ensuring operational efficiency while adhering to domain-specific rules.

    Domain separation is supported for Sidebar . 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

    • 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.

    Sample use case: An admin must be able to make comments required when a record closes for one tenant, but not for another.

    For more information on support levels, see Application support for domain separation.

    Overview

    To set up domain separation for Sidebar, enable domain separation for your instance. If your instance has multiple domains, you can turn Sidebar on or off for each domain. No special configuration is needed to configure a domain-separated environment with Sidebar. Domain separation for Sidebar is supported only when domains are set up using a parent-child domain hierarchy.

    Sidebar discussions are domain separated according to the base record (task or interaction record). You can see and create sidebar discussions only if you have access to the task or interaction record.

    For example, say INC00001 belongs to the record created in the ACME domain and the Cisco domain doesn't have access to INC00001. Users that belong to the Cisco domain can't interact with Sidebar discussions based on INC00001.

    Sidebar versions for domain separation

    To fully utilize domain separation, you must be on both the Vancouver version and August version of the Sidebar store app (Omni Experience Standard Feature Set).

    If you are a first time Sidebar user in Vancouver (you did not use Sidebar earlier and are not trued up to the Vancouver store app) and want to leverage domain separation, Sidebar is inactive by default. Navigate to the Conversational Interfaces settings page for each domain and activate Sidebar manually. Alternatively, you can access the sys_cs_collab_settings table and manually insert a new record for each domain.

    There is a known issue with emojis not working as expected when used with domain separation. A workaround for this issue is to go to the Enable Emojis ACE Content block and update the record field with the sys_cs_collab_settings record's sys_id for the given domain.

    Domain separation with the Sidebar and Microsoft Teams integration

    If Sidebar and Microsoft Teams are integrated and configured, activating Sidebar prompts a message stating that the Microsoft Teams integration must be manually turned on and deactivating Sidebar prompts a message stating that the integration with Microsoft Teams will also be turned off.

    Domain separation will not work with Microsoft Teams if multiple domains are configured. Pairing a unique Microsoft Teams with each domain is not supported.