Create a case domain

Create custom case domains in Cortex AgentiX to organize workflows and control access.

Warning

Before you add a custom domain, please review the built-in options. For more information, see Case and issue domains.

We recommend using the built-in domains where possible. Custom domains might not be supported by all content. In addition, custom domains affect Cortex AgentiX’s ability to learn, correctly identify, and score future cases.

Smart grouping is not supported for custom domains.

Custom domains help you to differentiate between your work efforts. You can create tailored workflows for each domain, so that you can effectively manage and prioritize your workload.

Manage your domains in Cortex AgentiX

You can see all domains under Configurations → Object Setup → Cases → Domains. From this tab, you can edit the properties of the built-in domains and create your own custom domains.

Consider the following information:

• You can't merge cases with different domains.
• Smart grouping is not supported for custom domains.
• For SBAC, use the Cases and Issues scoping area to define case and issue domains that enable you to control access to your domains. For more information, see Manage user scope.
• Domains might affect custom content that is connected to cases and issues. Review your custom content to ensure it is associated with the intended domains. This includes:

  • Automation Rules
  • Starring Rules
  • Notifications
  • Issue Exclusions
  • Scoring Rules
  • XQL that accesses the cases or issues datasets in Scheduled Queries and Widgets

How to create a case domain in Cortex AgentiX

Note

• Adding custom domains requires a View/Edit RBAC permission for Case Properties (under Object Setup).
• Once created, a custom case domain cannot be deleted or renamed.

1. Go to Settings → Configurations → Object Setup → Cases → Domains .

   The existing domains are listed.
2. Click on + New Domain.
3. Assign a name and color to the domain, and an optional description.
4. In the Status field, select one or more statuses that are relevant to the domain. These statuses will be available for selection in the cases and issues associated with this domain.
5. In the Resolution Type field, select one or more resolution reasons that are relevant to the domain. These reasons will be available for selection in the cases and issues associated with this domain.
6. Click Save.
7. (Optional) Update SBAC scoping to enable access to the domain.

   1. You can perform the following:

      • To enable access to the domain for a User Group, go to Settings → Configurations → Access Management → User Groups.
      • To enable access to the domain for a User, go to Settings → Configurations → Access Management → Users.
      • To enable access to the domain for an API key, got to Settings → Configurations → Integrations → API Keys.
   2. Click Save.