Domain separation and Workforce Optimization for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Domain separation is supported in Workforce Optimization for ITSM. 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: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

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

    How domain separation works in Workforce Optimization for ITSM

    Domain separation is supported in Workforce Optimization for ITSM and does not require any setup or configuration.

    Domain separation for Channels Workforce Optimization for ITSM

    For information on how domain separation works in Channel Management for Workforce Optimization for Customer Service, refer to Domain separation and Advanced Work Assignment

    Domain separated tables for Channel Management
    • sn_customerservice_case
    • interaction

    Domain separation for Scheduling Workforce Optimization for ITSM

    When an agent schedule is generated and assigned to an agent, the schedule is only available in the domain to which that agent belongs.

    Domain separated tables for Scheduling
    • sn_shift_planning_agent_schedule
    • sn_shift_planning_agent_schedule_request
    • sn_shift_planning_break
    • sn_shift_planning_day
    • sn_shift_planning_event
    • sn_shift_planning_schedule_plan
    • sn_shift_planning_schedule_shift
    • sn_shift_planning_schedule_shift_agent
    • sn_shift_planning_shift_plan
    • sn_shift_planning_shift_swap_request

    Domain separation for Teams in Workforce Optimization for ITSM

    The sn_wfo_add_manager table is domain separated. When users are added as additional managers, those users can only view users within that domain.

    Domain separation for Skill Recommendation in Workforce Optimization for ITSM

    Domain separated tables for Skill Recommendation
    • sn_sre_task_predicted_skill
    • sn_sre_user_predicted_skill

    Domain separation for Coaching in Workforce Optimization for ITSM

    For information on how domain separation works in Coaching for Workforce Optimization for ITSM, refer to Domain separation and Coaching