This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

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Reconciling customizations to the multi-tenancy model

This topic describes how to reconcile the most common types of multi-tenancy model customizations. Perform this work before you run the multi-tenancy update to preserve the customizations.

Note

This information applies only to forms that are amended by the multi-tenancy update. If you made updates to any forms that are not overwritten by the update, you do not need to reconcile those changes.

The customizations covered by this topic include:

Reconciling customizations to a workflow that sets existing dynamic group fields

If you modified out-of-the-box workflow that sets existing dynamic group fields (for example, Field ID 112), you must reconcile the customization before and after you run the update.

To reconcile customizations before you run the multi-tenancy update

  1. Open the Application Maintenance console.
  2. Find the forms on which you made the modifications.
  3. Move the forms offline.

For more information, see Controlling which records or fields are processed by the multi-tenancy update. For a description of the UI, see Application Maintenance console UI description.

To reconcile customizations after you run the multi-tenancy update

Depending on the nature of the customization that you made, you might need to run a custom SQL script to apply the multi-tenancy update to the forms that you moved offline, while also preserving the customized multi-tenancy data. The following example shows one such scenario.

Note

The following example, including any reference to what the multi-tenancy updates does, is hypothetical.

Example

You have an out-of-the-box form with the following field ID 1 permission values: Unrestricted Access and Assignee Groups (Field 112).

  1. The out-of-the-box workflow sets Field 112 to the permission groups of Company 1 and Company 2.
  2. You modify the out-of-the-box workflow to set Field 112 to include a custom company field (Company 3).
  3. The multi-tenancy update adds an existing company permission to Field 112 that was originally omitted (Company 4).
    Because the multi-tenancy update overwrites Field 112 with the Company 1, Company 2, and Company 4 permission groups, the custom Company field that you added (Company 3) is not included in the updated form.
  4. To add the Company 3 permission group to Field 112, you create a custom SQL update that adds all four company permission groups to Field 112.
  5. You also reconcile the out-of-the-box workflow that sets Field 112 with the workflow changes that you made in step 2; that is, you change the workflow to include Company 4.

Preventing overwrite of a disabled out-of-the-box workflow that sets existing dynamic group fields

  1. Open the Application Maintenance console.
  2. Find the form on which you disabled the workflow.
  3. Move the multi-tenancy maintenance record offline.

For more information, see Controlling which records or fields are processed by the multi-tenancy update. For a description of the UI, see Application Maintenance console UI description.

Where to go from here

Starting the multi-tenancy update utility manually

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