What is Multi-Tenancy?

Multi-tenancy is a BMC Remedy IT Service Management (ITSM) feature that enables the administrators to control access to Data and Configuration based on the value in the Company field of ITSM. Company field can contain company name, department name or business unit name or similar entities using which the access rights to be segregated.

Most ITSM softwares these days support Multi-tenancy, however, Remedy ITSM had this capability from early days.

How to configure Multi-Tenancy?

Three Simple Steps…

Step 1: Set Tenancy Mode to Multi-Tenancy

Open the System Settings form in ITSM and change the value in Tenancy Mode drop down to Multi-Tenancy. Tenancy Mode in Remedy ITSM is set to Multi-Tenancy as the default value during installation.

Step 2: Configure Companies

Open the Company form and configure the companies.

Only the following company types can be used for Multi-tenancy.

  • Customer Company
  • Operating Company
  • Vendor Company

Configure business units as Company (Use multi-tier structure in advanced Configuration tab if needed) if you have to use it as the criteria for segregation. Configure both companies and business units as company using multi-tier structure if you want multiple companies and multiple business units under them to be used for Multi Tenancy.

Step 3: Configure Access Rights for People

In People form Open the People record> General Tab> Access Restrictions Table – add the Companies that the user needs access to. Clear the Unrestricted Access check box unless the user wants access to ALL Companies configured in ITSM.

That’s it! Now the user will have access to only the records with either Customer Company, Contact Company or Service Type (for Incidents Only) company matching any of the companies configured in his People record.

How Does it Work?

Corresponding to every Company configured in BMC Remedy ITSM, a Group gets created in the Group form. As you add the company to a user’s people record, the Group ID is added to Group List of his record in User form. Now all that ITSM does is, add the Group ID to the Assignee Group field (Field ID 112) on the records (e.g. Incident) that belongs to the tenancy. Because of the AR System behaviour that the of allowing users with their group ID  exists in Field 112, users are given access to the records belonging to their companies.