Domain separation and PA score visibility

[SEAdminKS]

Hello PA Community,

We’re looking for guidance or shared experience from anyone working with Performance Analytics (PA) in a strictly domain-separated ServiceNow instance—particularly where external customer case data lives in nested domains under a scoped app.

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Instance Overview

We run a multi-tenant domain-separated instance using domain separation on key tables, including custom ones. Our platform supports both internal IT operations and external customer support, spanning CSM, ITSM, Agile, SLM, and Performance Analytics.

Our domain structure:

Global └── Top ├── Internal │ └── Service Express (our centralized internal support team) └── External ├── Region (e.g., US, EUR) └── Customer Account Domains (one per customer)

Customer Accounts are under External > Region > Account, and their case records live in a custom table (extending sn_customerservice_case) in a scoped app, with all case data created directly into the customer account's domain.

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Problem Description

We are unable to get KPI scores to populate correctly when viewing dashboards from the Service Express domain, particularly for indicators targeting external case data.

Symptoms:

• Dashboards scoped to Service Express show blank or outdated KPI scores

• Dashboards scoped to Global show correct data

• Internal KPIs (e.g., % SLA breaches on incidents) work fine because the data lives in Internal

• Case KPIs (e.g., open case count, breached case SLAs, average aging) fail silently from Service Express

• Snapshots and scores do not appear to update when collectors are run from within Service Express

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What We’ve Tried

• Verified domain values on all case records — they exist under External > Region > Account

• Indicator sources point to the correct custom scoped table (extending sn_customerservice_case)

• Data collectors and snapshots have been executed using users scoped to Service Express

• Dashboards and indicators have been built directly in the Service Express domain

• System property com.snc.pa.dc.skip_domain_check tested — no change

• Impersonated users in different domains to confirm data visibility

• Global dashboards work perfectly — KPIs show accurate and current scores

Has anyone successfully implemented Performance Analytics across external customer domains?

Are there recommended configurations or patterns for KPIs referencing scoped custom tables in external domains?

Is there a scalable and supportable way to use PA across separated domains without violating access controls?