Domain separation and On-Call Scheduling

Release version: Australia

Updated March 12, 2026

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Summary of Domain Separation and On-Call Scheduling

Domain separation in On-Call Scheduling allows organizations to manage data, processes, and administrative tasks within logical domains. This ensures that support team members are available to address issues promptly while maintaining control over data visibility and access for users within those domains.

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Key Features

Domain Awareness: Application properties are designed to be domain-aware, ensuring that functionalities comply with the specific needs of each tenant.
Role-Based Access: Users with the rotaadmin role can create schedules within their domain, with all related records generated accordingly.
Domain-Specific Tables: Several tables are domain-separated, which helps in managing on-call shifts and escalations effectively.

Key Outcomes

With domain separation, customers can create and maintain on-call shifts while ensuring that only authorized users can access specific data. This configuration supports multiple service provider customers within a single instance, enhancing operational efficiency and compliance.

Additionally, it allows for tailored processes, such as enabling comments on record closures for one tenant while restricting it for another, thereby improving flexibility in operations.

Domain separation is supported in On-Call Scheduling. The On-Call Scheduling application helps you to ensure that dedicated support team members are available to resolve issues as they arise. 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: Standard

Includes all aspects of Basic level support.
Application properties are domain-aware as needed.
Business logic: The service provider (SP) creates or modifies processes per customer. The use cases reflect proper use of the application by multiple SP customers in a single instance.
The instance owner must configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.

Sample use case: An admin must be able to make comments required when a record closes for one tenant, but not for another.

For more information on support levels, see Application support for domain separation.

On-Call Scheduling domain separation overview

On-Call Scheduling behaves the same with domain support as it does without domain support. Customers have the same ability to create and maintain on-call shifts.
A shift includes a selection of users from a group. It uses the base-system Advanced Schedules Support plugin to specify when the shift is active.

How domain separation works in On-Call Scheduling

With domain separation enabled, a user with the rota_admin role uses the Create New Schedule wizard to generate schedules in the group's domain. All generated related records for the new schedule are created with a matching domain.

This setup is enforced with a combination of the domain field and the domain_master attribute. The attribute is used to derive the domain of the record from the master record. For the roster table, it derives the domain from the associated shift record.

Domain-separated tables

Shift [cmn_rota]
Rotation Escalation [cmn_rota_escalation]
Shift Escalation Set [cmn_rota_escalation_set]
Shift Escalation Step Definition [cmn_rota_esc_step_def]
On-Call Group Preference [on_call_group_preference]
On-Call Contact Source [sys_on_call_contact_source]
On-Call Group Template [sys_on_call_group_template]
On-Call Shift Template [sys_on_call_shift_template]
On-Call Template Contact Attempt [on_call_template_contact_attempt]
On-Call Template Contact Preference [on_call_template_contact_preference]
On-Call Template Escalation Policy [on_call_template_escalation_policy]
On-Call Template Escalation Step [on_call_template_escalation_step]
On-Call Escalation [on_call_escalation]
On-Call Escalation Level [on_call_escalation_level]
On-Call Escalation Contact Attempt [on_call_escalation_con_attempt]
On-Call Escalation Notification [on_call_escalation_comm]

Tables that use the domain_master attribute

Roster [cmn_rota_roster]: domain_master=rota
Rota Member [cmn_rota_member]: domain_master=roster
Roster Schedule Span [roster_schedule_span]: domain_master=schedule
Shift Escalation Set [cmn_rota_escalation_set]: domain_master=cmn_rota
Shift Escalation Step Definition [cmn_rota_esc_step_def]: domain_master=cmn_rota_escalation_set
On-Call Escalation Level [on_call_escalation_level]: domain_master=escalation
On-Call Escalation Contact Attempt [on_call_escalation_con_attempt]: domain_master=escalation_level
On-Call Escalation Notification [on_call_escalation_comm]: domain_master=contact_attempt

To learn more, see Domain support for schedules

Use cases

For the following On-Call Scheduling features, domain separation ensures that end users (whether they possess the itil or rota_admin role) are able to see only shifts accessible via their domain:

On-Call calendars
On-Call schedules
My Schedule reports
Schedule reports
Escalations