Ask the Expert: Live Chat | Domain Separation

[ServiceNow]

ORIGINAL AIR DATE: Thursday, June 18, 2015 | 10:00 AM (PDT) | 1:00PM (EDT)

Join John Chapin on Thursday, June 18, 2015 as he discusses Domain Separation in this session to examine the basics that include:

• Global Scope
• The Top domain
• Process Domains
• Data Accessibility
• Process Inheritance

John Chapin has been in IT for over 20 years.   Prior to joining ServiceNow he migrated from Remedy to ServiceNow while working for a financial firm in New York city.

Over 4 years ago he came to ServiceNow as an Engagement Manager in Professional Services.   John is currently a Senior Solution Consultant at ServiceNow, working with our MSP partners.

[Deepak Ingale1]

Hello Team,

Can we also get overview on a catalog best practices in domain separation environment?

[david_legrand]

the catalog isn't domain separated, we should use the user criteria (Fuji) or the "available for / entitlement scripts" to display the items.

But having the arguments to always do the workflows on "global" could be useful (I forgot the reasons)

[staceybailey]

David's answer is correct.   He must have had a great domain separation teacher at some point. 🙂

A few additional points as well, though:

- When using user criteria in Fuji to determine who can order items, don't forget about your service desk.   Make sure your team(s) providing services to your customers have the ability to see and leverage client-specific catalogs and items.   I see it very often that a catalog is created for customers and the centralized staff supporting customers aren't initially granted access.

- As with other processes as well, when in a domain separated environment, think about parameterization.   If items in the catalog need to be approved by a procurement group, create a field on the company record to identify each company's procurement group and reference that in approval workflows (company.u_procurement_group) to make a flexible workflow that works for multiple customers rather than maintaining separate workflows for each customer.   It's less to maintain and regression test during upgrades while still making it appear that you've tailored the process to your customers.

- When we say "catalog isn't domain separated," what we're referring to are the building blocks for items.   The records we generate from the catalog items absolutely are and should be domain separated.  

            * For record producers, SET THE COMPANY field so the resulting task will have the domain assigned as well via the "set domain" business rules.

            * For catalog items, SET THE COMPANY for the request and request item so domain may be assigned as well.   ALSO, if you're generating catalog tasks (sc_task), remember you must set company and domain on these as well.

- Regarding workflows, the pre-Eureka guidance of maintaining workflows in global and using conditions to determine when each run will continue to work fine.   In Fuji, we have solid support for maintaining workflows within domains and using overrides as we do with other process records in ServiceNow.

[david_legrand]

Yes, I'll always reopen the training book and look at the useful notes I made (Harry Potter and the Half-Blood Prince style)

And thanks for the tips on workflow, missed the info on the improvements on Fuji