This documentation supports the 19.02 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Onboarding a new tenant

This topic explains how to onboard a new tenant in your existing multitenant mid tier setup.

Before you begin

Ensure that you have n mid tiers that are:

To onboard a tenant on the first mid tier in the cluster

  1. Log on to BMC Remedy Mid Tier Configuration Tool:

    • If the mid tier is installed on the local computer using the default context path, enter http://localHost/arsys/shared/config/config.jsp in your browser.
    • If the mid tier is not installed on the local computer, open a browser and enter the URL in the following format:
      • hostName is the name of the host computer for the mid tier.
      • portNumber is an optional port number; it is required if the web server is not using the default port (port 80).
      • contextPath is the path to the location of the mid tier in the Oracle JSP engine (arsys, by default).
  2. When the Login page appears, enter the logon password for the Mid Tier Configuration Tool.
  3. Click the Tenant Onboarding link.
  4. (Optional) In the Centralized Configuration Server Settings page, shown in the following figure, configure the Centralized Configuration Server settings.
    For more information, see Centralized configuration for the mid tier
  5. Click the Next step button or the Tenant AR Server tab.
    The AR Server Settings page opens, as shown in the following figure:
  6. Add and configure an AR System server

    • Ensure that the Pre-load check box is selected. If you do not select this check box, the Preload button will not be available on the Cache Settings page.

    • Ensure that you enter the tenant virtual host name (for example, in the Default Web Path and Email Notification Web Path fields in the Advanced tab of the Server Information form. The values of these fields are used in various BMC Remedy IT Service Management workflows; therefore, you must enter the tenant-based URL in these fields so that customers receive the correct URL. For information about the Default Web Path and Email Notification Web Path fields, see Setting advanced security options using the Server Information form.

  7. Click the Next step button or the Tenant Creation tab.
    The Tenant Settings page opens, as shown in the following figure:
  8. Add a new tenant with a name such as tenant1.
    Ensure that the tenant name does not contain any special character. 
  9. (Optional) Select a tenant and click the Next Step button or the Tenant Configuration tab. 
  10. In the Edit Tenant page, make changes to tenant-specific properties
  11. Click the Preload New Tenant tab.
    The Cache Settings page opens.
  12. Click Preload for the tenant AR System server.
    (The Preload button is not available if you did not select the Pre-load check box in the AR Server Settings page in step 6.)
    You will see that initially the status of the preload is shown as Not Running.


    BMC recommends that you perform preload when your system has a lesser load and that you use the round-robin method to preload servers one at a time.

  13. After the preload is completed, configure your load balancer to start sending requests to this tenant using the virtual host name.
    For example, the virtual host name of the tenant1 tenant can be
  14. Verify whether the tenant is successfully added by logging on to the BMC Remedy IT Service Management application, using the virtual host name of that tenant.

To onboard a tenant on the other mid tiers in the cluster

Perform the appropriate action:

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