Domain separation and Field Service Management
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Summary of Domain Separation and Field Service Management
Domain separation offers a streamlined approach to managing complex organizational environments by allowing tailored access and control over data relevant to specific domains. In the Field Service Management application, domain separation utilizes the Company entity to organize data and processes, ensuring that users access only domain-specific information.
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Key Features
- Domain Control: Users can only see data pertinent to their assigned domain, enhancing security and efficiency.
- Mandatory Fields: The Company field is required on the Work Order form to ensure proper domain assignment, with the Account field also being mandatory when integrated with Customer Service Management.
- Dynamic Updates: Changes to the company or account on a work order automatically update the domain for that work order and its tasks, ensuring consistency.
- Filtered Groups: Qualification, dispatcher, and assignment groups are filtered to match the work order domain, maintaining appropriate access to resources.
- Parts Process: The sourcing and usage of assets are domain separated, ensuring that part requirements and transfer orders align with the respective domains.
Key Outcomes
Implementing domain separation in Field Service Management enables organizations to maintain structured data management across multiple tenants, ensuring that users only interact with relevant information. This leads to improved data integrity and operational efficiency within service delivery processes. For setup, customers are advised to contact ServiceNow, Inc. for assistance.
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.
Domain separation and Field Service Management 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.