ITSM: Expert: Multi Tenancy in BMC Remedy ITSM - Unleashed!

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 Company field in ITSM. Company field can contain company name, department name or business unit name or similar entities using which the access rights to be segregated.

There are other ITSM applications (non-BMC Remedy) as well that supports Multi-tenancy.

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 it works?

For every Company configured in BMC Remedy ITSM, a corresponding Group created in Group form. As you add the company to a user’s people record, corresponding Group ID is added to Group List his record in User form. Now all that ITSM does is, add the Group ID to the Assignee Group field (Field ID 112) in the record (e.g. Incident). Because of the AR System behaviour that the user whose group is in Field 112 will have access to that record, the Multi-tenancy user gets access to the records belonging to his companies.