Domain Separation and Customer Service Problem Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Domain Separation and Customer Service Problem Management

    Domain separation in ServiceNow provides a structured method to manage complex, multi-tenant organizational environments by ensuring users access only data relevant to their domain. This enhances security and operational efficiency. The Zurich release supports domain separation at runtime, covering user interface elements, cache keys, reporting, rollups, and aggregations. Customers must configure their instances appropriately to enable multi-tenant functionality.

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    Customer Service Problem Management (CSPM) leverages domain separation at the account (customer) level, ensuring that all customer data and service problem cases are properly segregated by account name.

    Key Features

    • Domain Separation Scope: Applies to multiple CSPM tables such as Service Problem Case, Service Diagnostic Task, Service Resolution Task, and various test and measurement definitions.
    • Domain Value Allocation: Domain values for CSPM objects are derived from related entities such as Account, Company, Test Definition, and others, ensuring consistent domain context across related records.
    • Cross-Domain Agent Access: Administrators can assign fulfillment agents and managers to specific domains, allowing them to work on service problem cases across multiple accounts within that domain.
    • Support Level and Business Logic: Basic support level with business logic ensuring data is correctly assigned to the proper domain for service provider use cases.

    Practical Use Cases

    • Service providers can respond to tenant-customer messages in chat while ensuring only the relevant tenants see the appropriate responses.
    • Administrators can separate customer or service problem cases by account name, enabling clear domain segregation.
    • Fulfillment agents and managers can be assigned to specific domains to manage service problem cases effectively across accounts within those domains.

    Customer Benefits

    • Enhanced Security: Data visibility is restricted to appropriate domains, preventing unauthorized access.
    • Operational Efficiency: Domain separation streamlines management across multi-tenant environments, supporting tailored workflows and reporting.
    • Improved Customer Experience: Ensures customers and service providers interact within their designated domains without data overlap.

    Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It enables tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.

    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.

    Introduction to Customer Service Problem Management

    Customer Service Problem Management (CSPM) supports domain separation at an account level. All customer data and service problem cases have account (customer) level separation.

    How domain separation works in Customer Service Problem Management

    • Ensure that the account is domain separated according to the domain separation guidelines in Customer Service Management. For more information, see Domain separation and Customer Service Management.
    • Customer details and service problem cases are domain separated using the account name.
    • If an administrator assigns fulfillment agents and managers to work on the service problem cases for a specific domain, these agents and managers can work on these types of transactions across accounts.

    Domain separated tables

    • Service Problem Case
    • Service Diagnostic Task
    • Service Resolution Task
    • Service Test Group
    • Service Test Definition
    • Test Measure Definition
    • Test Definition Characteristic
    • Test Definition Relationship
    • Specification to Test Definition Relationship
    • Threshold Rule
    • Measure Consequence
    • Test Run
    • Test Characteristic
    • Test Measure
    • Threshold Rule Violation
    • Applied Consequence

    Use cases

    If customer or service problem cases have an account name, an administrator can identify and separate the customer or service problem cases for different domains.

    If fulfillment agents or managers are assigned to a domain, an administrator can assign them to work on the service problem cases for a specific domain (account).

    How domain values are allocated to CSPM objects

    CSPM objects Domain source
    Service Problem Case Gets domain value from Account.
    Service Diagnostic Task Setting domain from Company.
    Service Resolution Task Setting domain from Company / task_for / task_for.company / default.
    Service Test Definition Setting domain of current user.
    Test Measure Definition Setting domain from Test Definition.
    Test Definition Characteristic Test Definition Characteristic
    Test Definition Relationship Setting domain from Test Definition.
    Specification to Test Definition Relationship Setting domain from test definition.
    Threshold Rule Setting domain from Test measure.
    Measure Consequence Setting domain from threshold rule.
    Test Run Setting domain from Service Diagnostic task.
    Test Characteristic Setting domain from Test Run.
    Test Measure Setting domain from Test Run.
    Threshold Rule Violation Setting domain from Test Measure.
    Applied Consequence Setting domain from Threshold Rule Violation has context menu.