Query regarding Organization Hierarchy

ankitbhatna · 3 weeks ago

In ServiceNow CSM, do we have an out-of-box mechanism (or by using some plugin / little customization) to define organization hierarchy where a customer account can be linked an org from this hierarchy. The scenario I am trying to achieve is something like below --

1. Org Hierarchy, where org is not departments or organizations of a company but logical groups to define the operation hierarchy and access control on customers data.

Eg .

Global Org

- DUMMY Org (used for default cases)

- SALES Org for Key Accounts (org based on account type)

- Sample Org

- Parent Org

- Child Org 1

- GEOGRAPHICAL Org (based on geographical regions)

- AMERICAS Org

- Sample Org

- Parent Org

- Child Org 1

- Child Org 2

-EUROPE Org

- Sample Org

- Parent Org

- Child Org

....... (continues)

2. Each customer account is associated to one of these orgs.

3. Each user is also associated to one or more orgs from these.

4. A user ONLY must have access to customers belonging to orgs assigned to user or orgs present in org hierarchy below the org assigned to user.

Eg. Customer C1 - Org AMERICAS Org (from above hierarchy)

Customer C2 - Org Parent Org ( under AMERICAS org, from above hierarchy)

Customer C3 - Sample Org (Under EUROPE Org, from above hierarchy)

Now, if a user is linked to org AMERICAS org, he must have access to C1 & C2 only but not to C3.

Note :- Can table 'business_unit' be used as it is or by extending to another custom table to maintain the above org hierarchy.

Regards,

Ankit

Gautam Kumar1 · 2 weeks ago

Could you please share the use case of associating the CSM customer account to an org.

ankitbhatna · 2 weeks ago

This is for controlling access to customer accounts on the basis of their orgs along with access control on use of customer in other transactions like Quotes.