Domain separation and Universal Task
Summarize
Summary of Domain separation and Universal Task
Domain separation is supported within ServiceNow Universal Task, which enables agents to request additional information or assign tasks to employees to resolve tickets efficiently. It allows organizations to logically separate data, processes, and administrative tasks into distinct domains, enhancing data visibility and access control. Universal Task configurations are process domain-separated, while key data tables such as Universal Task, Employee form, and Task template tables are data domain-separated.
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How Domain Separation Works in Universal Task
- Process Domain Separation: Configuration tables are separated by process domain, meaning configurations from parent domains apply to child domains but can be overridden by child domains. For example, task types defined at the organizational level (parent domain) are inherited by services (child domains), but services can customize them.
- Data Domain Separation: Data tables are separated by data domain, allowing data from child domains to be accessible to parent domains but restricting access across sibling domains unless explicitly configured. For example, task templates created in a service domain are accessible to the organizational domain but not to other service domains by default.
Key Tables
The Universal Task application uses specific tables supporting domain separation:
- Process Separated Configuration Tables:
snunitaskconfig,snunitaskbasetaskconfig,snunitaskcatalogtaskconfig,snunitaskempinputtaskconfig - Data Separated Tables:
snunitaskuniversaltask,snunitasktemplate,snunitaskemployeeform
Practical Impact for ServiceNow Customers
By leveraging domain separation in Universal Task, ServiceNow customers can:
- Maintain strict data and process boundaries between different tenants, departments, or service groups within a single instance.
- Ensure appropriate visibility and access control tailored to organizational hierarchy and multi-tenant environments.
- Customize task configurations and templates at both parent and child domain levels to fit specific operational needs.
- Facilitate service provider scenarios, such as allowing tenant customers to view responses from service providers while maintaining domain data isolation.
Overall, domain separation in Universal Task enhances multi-tenant support, data security, and operational flexibility in complex organizational structures.
Domain separation is supported for ServiceNow Universal Task. Universal Task enables agents to request extra information from the employee or to task the employee to accomplish an activity, in order to resolve a ticket. 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.
Overview
In the Universal Task framework, all the configurations are process domain-separated, and the data tables, namely, Universal Task table, Employee form table, and Task template table are data domain separation offerings.
How domain separation works in Universal Task
The configuration tables in Universal Task are process domain-separated. So, the configurations created by the parent domains are also implemented in the child domains. However, a child domain can override the configuration, if needed. For example, In an organization, the services are the child domains, while the organization is the parent domain. The task types available for Universal Task in a particular organization, will also be available for the various services of the organization. However, a particular service can override the task types as needed.
The data tables in Universal Task are data domain-separated. So the data stored in any of the child domains is accessible to the parent domain. For instance, if a service is using task templates, the data captured in the Task templates table for the service domain is accessible to the organization domain, but not to the domains of other services, unless configured.
Tables
- sn_uni_task_config
- sn_uni_task_base_task_config
- sn_uni_task_catalog_task_config
- sn_uni_task_emp_input_task_config
- sn_uni_task_universal_task
- sn_uni_task_template
- sn_uni_task_employee_form