How to assign a record to a data domain

There are two main ways for records to automatically receive their data domain assignments:

• To ease the creation of some new records, among other information, a default data domain assignment (the Primary data domain) can be specified. For example, a default data domain value can be specified for an offering (and automatically copied to the request that is based on that offering) or for a change model (and automatically copied to the change that is based on that change model).

• Out-of-the-box business rules are used to automatically append or remove data domain assignments on records. Additionally, you can create your own business rules for assigning data domains. For more information about rules that append or remove data domain assignments, see Append or Remove values in a multi-value field.

  Note that except for Service Level Targets, the data domain is not continuously synchronized, but is appended or copied only once per assignment.

  Note that the data domain assignment is continuously synchronized only for Service Level Targets. For other record types, the data domain assignment is appended or copied only once. The best practice is to use automatic data domain assignments, but the data domain assignment can be changed manually if required. For more information, see Manually assign a record to one or more data domains.

Automatic data domain assignments are handled differently for various record types:

• Requests. A request can obtain its data domain assignments from the following fields:

  • the Expert assignee's Primary data domain
  • the Expert group's Primary data domain
  • the Service desk owner's Primary data domain
  • the Service desk group's Primary data domain
  • the Offering's default data domain values
  • Request bundle – the data domains of the child requests are appended to the parent record

  An agent who has permission to view the request may change the domain assignments or add additional domains.

• Articles. New knowledge or news articles (either manually created or as the result of creating an article from another record) automatically have the Public data domain assigned to them.

  Note It is recommended that you manually assign data domains to articles that contain sensitive information, and use targeted permissions to enable strong security. If you do not assign data domains, in some cases, users in the Service Portal could view articles that were published internally using REST APIs.

• Changes. A change can obtain its domain assignments from the following fields:

  • the Service desk owner's Primary data domain
  • the Owning group's Primary data domain
  • the Change model's default data domain values

  An agent who has permission to view the change may change the domain assignments or add additional domains.

• Incidents. An incident can obtain its data domain assignments from the following fields:

  • the Service desk owner's Primary data domain
  • the Service desk group's Primary data domain
  • the Expert assignee's Primary data domain
  • the Expert group's Primary data domain
  • the Incident model's default data domain values

  An agent who has permission to view the incident may change the data domain assignment or add additional data domains.

• Problems. A problem, which is a collection of related incidents, can obtain its data domain assignments from the following fields:

  • the Service desk owner's Primary data domain
  • the Owning group's Primary data domain

  An agent who has permission to view the problem may change the data domain assignments or add additional data domains.

• Service Level Target (SLT). The data domain of an SLT is automatically inherited from and synced with the data domain of the parent ticket. The synchronization may take several minutes to complete.

• Tasks. A task can obtain its data domain assignments from the following fields:

  • the Assignee's Primary data domain
  • The Assignee manager's Primary data domain
  • The Assignment group's Primary data domain

  If no data domains are copied from these three fields, a task obtains its data domain assignments from its parent record type.

• Approvals. Approvals are a type of task, and obtain their data domain assignments in the same way as tasks do (obtained from the Assignee, Assignee's manager, and Assignment group), or from the parent record type.

When you create a record from an existing record, certain information is copied to the new record. For data domain segmentation, the data domain assignment is copied in the following cases:

• Creating a change, incident or release from a change.
• Creating a change, incident, or problem from an incident.
• Creating a change from a problem.
• Creating an incident from a request.

1. Select the record to which you want to assign data domains. You can assign data domains to the following record types:

   • Approvals

   • Articles

   • Changes

   • Incidents

   • Problems

   • Requests

   • Service Level Targets

   • Surveys

   • Tasks

2. In the Data domains field, click Assigned and select the specific data domains that you want to assign to the record.

3. Click  Save on the toolbar.