Customizing BMC Service Resolution to achieve multitenancy

Multitenancy refers to the ability of a single instance of an application running on a server to serve multiple customers. In Remedy IT Service Management (Remedy ITSM), Multitenancy is established based on the Contact company value. The Company field on the HPD:ServiceInterface form is used to set the value of the Contact company of the incident. The ITSM_Company field in TrueSight Infrastructure Management maps to the Company field.

If an event has the ITSM_Company field and also a CI's Company populated, multitenancy is established based on the CI's company value.

In BMC Service Resolution, you can use multitenancy to segregate data and restrict access by the Company field. To create incidents for multiple tenants, you can use single instance of the Service Desk Integration Gateway. 

  • If you implemented Level 1 of Service Resolution, ensure that you enrich the event in the Cell to populate the ITSM_Company field based on the tenant. For information about enriching the event, see the following links in the ProactiveNet online documentation:

    • Enriching the event
    • Creating a new enrichment policy
  • If you are using Level 2 or Level 3 of Service Resolution, multitenancy is achieved using the published CI service model in Atrium CMDB. As each incident is mapped to a CI, CI's company gets mapped to the Company1 field of the incident interface (HPD:ServiceInterface) form. See Field Mappings.

  For more information, see  Controlling access to data with multitenancy in the Atrium Core online documentation.

Intelligent Ticketing Level
BMC Service Resolution 3.0 or later

BMC Intelligent Ticketing 2.0
Level 1: Event-based ticketingSame as Intelligent Ticketing 2.0. However, in TrueSight Infrastructure Management/ProactiveNet, if the ITSM_Company slot value is not available, no value from DefaultMapping.map file is sent to Incident Management.In TrueSight Infrastructure Management/ProactiveNet, if the ITSM_Company slot value is available, that value is sent to Incident Management. Otherwise, the value defined in the DefaultMapping.map file is sent.
Level 2: Infrastructure-based ticketing  

If the company value is available for the CI, the same value is sent to Incident Management; otherwise no value is sent.In TrueSight Infrastructure Management/ProactiveNet, if the ITSM_Company slot value is available, that value is sent to Incident Management. Otherwise, the value defined in the DefaultMapping.map file is sent.

Level 3: Impact-model based ticketing

If the company value is available for the CI, the same value is sent to Incident Management; otherwise no value is sent.

If a policy was defined for a CI and the Company slot of the CI is populated, that value is sent to Incident Management. Otherwise, the value defined in the DefaultMapping.map file is sent.

Using multi-tenancy to segregate companies (Remedy ITSM 8.1 online documentation)

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