Does CSM Create Data Separation

[TStark]

We're looking to add a department to our instance and this department will need data separation (not domain separation). So only fulfillers of this new department will have access to their records, etc. Will the CSM module provide this feature?

Thanks,
AJ

[Kieran Anson · Accepted solution]

You can achieve this with CSM (or in fact any table) using ACLs. Easiest option with CSM is to activate case types. You'll then create a new scoped table as part of case type creation with dedicated ACLs and role(s).

[Kjetil Kaarstei]

Hi,

We do have the same challenges that you describe. Our solution is a combination different solution based on the demands of the department. 

When we started this setup there was limited ootb possibility and we did some customization to get this to work. Now we are looking into to see if we can use the Industry model in combination with case types

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-m...

We hade two types demands from our business unit/departments.

1. The business unit/department need to be able to be assigned cases or assign cases to other part of the organization. Some of their cases should have limited visibility based on their content / or assignment group that are handling it. 
2. The business unit/department is independent and no other part of the organization should be able to send them cases. 

For the first option we have introduced a visibility classification on the task level. 

1. All
2. Business unit 
3. Assignment group

All task has the possibility to have their access limited based on those settings. Default is all, but based on the need of some business unit or assignment group the visibility on the cases are set based on their need. 

The access to the case is controlled by business rules.

For this scenario we are now looking into to see if the industry model can be used.

For the second option we use Case type. They will only work on their own cases and will not interact with the rest of organization. With separate case type and roles that gives access to the cases it is “easy” to set up. In addition, they have also the possibility to use the case visibility if they need to limit the access further.

Today we share the same customer base so we don’t limit the access to the different customer and their contracts, contacts and asset.

[The SN Nerd]

How did you go with using Industry Models?

It seems to be that you have to map your data to Locations and Relationships and give your agents the applicable roles

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-m...

[The SN Nerd]

FYI - Industry Data Models requires CSM Professional.