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

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

Update to the multi-tenancy model

Multi-tenancy defines who has access to what data on a row-level basis. For example, in a service provider environment, a single application might be used by multiple companies, with the data for each company hidden from other companies using that application.

For information about implementing multi-tenancy, see the section Multi-tenancy in the topic  Foundation objects from the BMC Remedy IT Service Management documentation.

This topic provides the following information:

Overview of update to the multi-tenancy model

The following diagram provides a visual representation of the concept of multi-tenancy update, the environment in which it is performed, and methods of performing the update. It also shows the steps for performing a manual update.

The update to the multi-tenancy model addresses issues related to row-level security on the Company ID field (Field ID 112) and Vendor Assignee field (Field ID 60900), which were inaccurately set on the following forms:

  • Main application transactional forms; for example, Help Desk, Problem, and Change
  • Multi-tenant aware child forms of the main application transactional forms; for example, Assignment Log and Impacted Areas
  • Join forms related to the forms mentioned in the preceding two bullets; for example, HPD:HelpDeskAssignmentLogJoin and CHG:CostAssociationJoin

The update to the multi-tenancy model also updates data related to the updated forms.

Automatic (during installation) or manual update to the multi-tenancy model

The following table describes scenarios in which the update is transparent to you and scenarios in which it is handled by an interactive utility:

ScenarioType of update
You are performing a fresh installation of the BMC Remedy IT Service Management (ITSM) SuiteOccurs during installation and is transparent to you
You are upgrading the BMC Remedy ITSM Suite to a later version, and your environment contains only multi-tenant componentsOccurs during upgrade and is transparent to you
You are upgrading from an earlier, nonmulti-tenant version of the BMC Remedy ITSM SuiteHandled by an interactive utility

The interactive multi-tenancy update utility is integrated with the upgrade installer. After the installer upgrades the BMC Remedy ITSM application, it automatically invokes the update utility. Depending upon your multi-tenancy model implementation, you can choose to continue the update during the installation, or perform the update manually after the installation is complete.

The following table describes the method to perform the update based on your multi-tenancy model and preferences.

ScenarioMethod
No customizations exist on the multi-tenancy modelOccurs automatically during the installation
You environment has fewer than 20 million recordsOccurs automatically during the installation
Customizations exist on the multi-tenancy modelManual, after the installation is complete
Your environment has more than 20 million records, which will require an extended processing timeManual, after the installation is complete

You encountered errors during an earlier run of the multi-tenancy update and need to restart the update

Manual, after the installation is complete
You need to apply the multi-tenancy updates to the delta dataManual, after the installation is complete

End-to-end steps for manually updating the multi-tenancy model

To update the multi-tenancy model manually, perform the following steps:

StepActionAdditional information
1.Understand the multi-tenancy model customizations that are overwritten by the multi-tenancy update

Understand which types of multi-tenancy model customizations on forms and fields are overwritten by the multi-tenancy update, and which are not.

2.Reconcile the customizations to the multi-tenancy modelIf you have a customized multi-tenancy model, reconcile the customizations before you run the multi-tenancy update, to preserve the customizations.
3.Control which records or fields are processed by the multi-tenancy update

Use the Application Maintenance console to protect the customizations on specific forms, or on Field ID 60900, from being overwritten by the multi-tenancy update.

4.Start the multi-tenancy update utility manuallyUse this procedure only in the following situations:
  • You have done customizations to the multi-tenancy model.
  • You selected to bypass the multi-tenancy update during the main installation (after being prompted by the installer, because your environment has more than 20 million records).
  • You encountered errors during an earlier run of the multi-tenancy update and need to restart the update
  • You have performed a delta data migration and need to apply the multi-tenancy updates to the delta data.
5.Check the status of the multi-tenancy update

Use the Application Maintenance console to check the status such as which forms are waiting to be processed, which are now being processed, which have already been processed, the number of records being processed, and the data errors that occurred during the multi-tenancy update.

6.Investigate the multi-tenancy update processing issues

If the update utility encounters any data errors while it is processing the update, the utility stops running so that you can troubleshoot and fix the data errors. Use the Application Maintenance console to investigate the data errors.

7.Test the Data Fix

After you investigate and troubleshoot the data errors, use the Application Maintenance console to test the data fix. Keep the following points in mind:

  • After you troubleshoot and fix the data errors, you must restart the utility manually (as in step 4).
  • The restarted utility begins at the point at which it stopped upon detecting a data error and continues to process the updates.
  • The process of updating, checking for data errors, and troubleshooting data errors is iterative until no data errors are detected and the utility finishes running.
8.Perform postinstallation steps for multi-tenancy update

If you added a new dynamic group field with any of the following characteristics to the forms, you must manually update the forms that are modified by the multi-tenancy update:

  • The field is on an out-of-the-box form
  • The field is added as a permission to Field ID 1
  • A workflow populates the field
9.Prepare to process migrated delta data

If you use the delta data migration process during your upgrade, you must manually rerun the update utility to apply the multi-tenancy updates to the migrated delta data.

10.Updating multi-tenancy fields on forms for delta data records

After you migrate the delta data, return to to the Application Maintenance console to prepare the staging server for applying the multi-tenancy updates.

Depending on the extent of your environment, you might need to process migrated delta data iteratively until the production server and the staging server are synchronized. At that point you can move your staging server into production.

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