Domain separation and Subscription Management

  • Release version: Yokohama
  • Updated March 28, 2025
  • 2 minutes to read
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    Summary of Domain separation and Subscription Management

    Domain separation in Subscription Management allows ServiceNow customers to logically separate data, processes, and administrative tasks into distinct domains, providing control over user access and visibility. This capability is supported at a Basic level with some exceptions and is essential for managing subscriptions and monitoring usage across multiple tenants in domain-separated instances.

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    Subscription Management leverages domain separation primarily for user-based subscriptions and monitoring Now Assist usage. This feature is exclusively available in domain-separated instances and is not visible in instances without domain separation.

    How Domain Separation Works for User-Based Subscriptions

    • Subscription Management tracks the domain allocation for each user-based subscription.
    • Service Provider (SP) domain users can view the domain hierarchy of their tenant users, including child and grandchild domains, and filter subscribed users accordingly.
    • Tenant domain users can only see subscription allocations within their global domain and managed domains but cannot access subscription details from parent or sibling domains.
    • User records created before activating domain separation reside in the global scope until assigned a domain manually.
    • Subscription allocations to global users are visible across all domains.
    • The Allocation Summary section helps administrators monitor total subscription allocations across all domains to prevent over-allocation within tenant domains.

    Monitoring Now Assist Usage by Domain

    • In domain-separated instances, Subscription Management provides assist usage data segmented by domain.
    • SP domain users can access comprehensive assist usage details for all domains via the Subscription Management interface.
    • Tenant domain users can view only their own Now Assist usage and cannot see usage data from parent or sibling domains.

    Practical Implications for ServiceNow Customers

    By enabling domain separation in Subscription Management, customers can effectively manage and monitor subscriptions and Now Assist usage across multiple tenants, ensuring appropriate visibility and control aligned with organizational boundaries. This setup supports service providers in delivering segmented services to tenants while maintaining clear data segregation and access governance.

    Domain separation is supported for Subscription Management. 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*

    The support level is Basic but has some exceptions or special conditions.

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

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

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

    Overview of domain separation inSubscription Management

    Subscription Management enables you to manage your subscriptions and monitor subscription usage on your instances. Domain separation is enabled for user-based subscriptions and for monitoring Now Assist usage.

    Note:
    This feature is only available in domain-separated instances. This feature isn't visible in instances without domain separation.

    How domain separation works for user-based subscriptions in Subscription Management

    In domain-separated instances, Subscription Management provides information about the domain of each user that has been allocated a user-based subscription.

    Users in the SP domain can view the domains that each of their tenant users is a part of from the Subscribed users tab of subscription details. The Domain column shows the domain hierarchy of all child and grandchild domains and enables you to filter subscribed users by domain.

    Users in tenant domains can only view subscription allocations from the global domain and domains that their organization manages. Users in tenant domains can't see user subscription allocations from parent or sibling domains.

    Note:
    User records created before domain separation is activated are in the global scope until manually assigned a domain. Subscription allocations to global users are visible in all domains.

    The Allocation Summary section in the subscription details displays information based on the total number of subscription allocations available across all domains. Administrators can use this information to help avoid over-allocating user subscriptions in tenant domains.

    Monitoring Now Assist usage by domain

    In domain-separated instances with Now Assist, Subscription Management provides information about assist usage by domain.

    Users in the SP domain can view assist usage by domain by navigating to Admin > Subscription Management > Subscriptions > Account level entitlements > NowAssist usage and reviewing the current instance details.

    Users in tenant domains can only view their own Now Assist usage. Users in tenant domains can't see the number of assists used in parent or sibling domains.