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Configuring multitenancy

The multitenancy feature provides the ability to segregate all data by operating company and customer company. This topic describes how to configure MyIT so that configuration data provided by MyIT is restricted to a specific tenant company. A system administrator first prepares the tenant configuration utility, actives the master tenant, and then activates tenants as needed.The master tenant is associated with a company in BMC Remedy IT Service Management (BMC Remedy ITSM) that is used for overall administration. Administrators who are members of the master tenant company can set the provider settings from the MyIT Administration Console. Each subtenant is associated with a company in BMC Remedy ITSM.  Subtenants use the provider settings from the master tenant. This means that only an administrator for the master tenant can modify the provider settings.

This topic includes the following sections:

Multitenancy and access to data

In BMC Remedy IT Service Management (BMC Remedy ITSM), configure multitenancy for data that comes from BMC Remedy ITSM, such as users and service request definitions (SRDs). When users are set up, they are granted access to data for one or more companies. For data that is maintained in BMC Remedy ITSM, such as SRDs, this same access is provided in MyIT without any additional configuration. For example, if you create separate SRDs for the Calbro and Acme companies, and grant Bob Unser access only to the Calbro company, he can see and request only SRDs from the Calbro company.

However, MyIT also provides configuration data that is not available in BMC Remedy ITSM, such as:

  • Quick-pick lists of SRD catalog items showing up on the Catalog tab
  • Catalog configuration
  • How-to links
  • Location features (floor maps, points of interest)
  • Service health
  • Appointment and reservation features
  • Social posts not tied to any BMC Remedy ITSM tickets or BMC Service Request Management service requests
  • Broadcasts


Users get access only to the MyIT configuration data for the company to which they are assigned on the People form in the Company field in the General tab, even if they have access to multiple companies through the access restrictions. For example, if Joe Unser, a self-service user, is assigned Calbro company in the Company field of the People form, he has access to how-to links and locations that are configured for Calbro, but not the how-to links and locations that are configured for Acme. This also applies to the MyIT Admin Console: if Allen Allbrook, a MyIT administrator, is a member of the Calbro company, he can configure how-to links and locations for Calbro only. If Allen Allbrook also needs to configure how-to links and locations for Acme, he requires a second user ID that is a member of the Acme company.

For the Admin Console, an exception to the per-company configuration is the Providers Settings area of Configuration. The Provider Settings are shared for all companies (tenants). After you activate multitenancy, the Providers Settings are no longer available from the MyIT Administration console. Instead, you must use the tenant admin utility to configure the provider settings.

Before you begin

Configure multitenancy in BMC Remedy ITSM, as described in Multi-tenancy in the BMC Remedy ITSM documentation.

Locate the tenant configuration utility in BMCSoftware\MyIT\Smart_IT_MyIT\tenant-config\scripts.

To prepare the tenant configuration utility

  1. Create a MyIT Super Admin group:
    1. On the BMC Remedy ITSM server, open the Group form.
    2. Create a group named MyIT Super Admin and give it a Group ID of 45002.
  2. Choose or create a user in Remedy that will have a user name and password entered in the configuration file that the command-line tool will use to access MyIT. This user must also be in the People form and have a company assigned in that form in the Company+ field (in the General tab).
    1. Note the company assigned to this user.  You must activate that company in To activate tenants .
    2. In the User form, add the MyIT Super Admin group to this user.
  3. On the MyIT server, set up the tenant configuration utility:
    1. If you plan to run the tenant configuration utility from a machine other than the MyIT server, copy either the scripts/win folder or the scripts/linux folder to the machine that will run the utility.
    2. Edit set_env.bat (Windows) or (Linux) with a text editor and set the following parameters:

      ParameterValueAdditional information
      java_homePath to your java directoryDo not include the “bin” directory at the end of the path. Surround the path with double quotes, as in the example provided in the file.

      The parameter indicates java7, but the value must be a java 8 installation. Do not change the name of the “set” variable because this variable is used in other places.

      myit_server_urlhttp://myitServer/uxmyitServer must be the host name of the MyIT server. If you will run the tenant configuration utility from the MyIT server, you can enter localhost, as in http://localhost:PORT/ux,
      where PORT is MyIT server Tomcat port.
      user_nameUser name of the user that you set up in step 2.None
      passwordPassword of the user that you set up in step 2.None
    3. Test the utility by running the following command:
      Windows: list_tenants.bat
      You should see a default tenant with the name 000000000000001.

To activate the master tenant

A database admin runs the following SQL statement:

UPDATE TENANT SET HOSTNAME = 'localhost;@Company:<Master Tenant Company>’ where HOSTNAME='localhost'

Replace <Master Tenant Company> with the company name for the master tenant company, such as Calbro Services, as in the following example:

UPDATE TENANT SET HOSTNAME = 'localhost;@Company:Calbro Services’ where HOSTNAME='localhost' 


Do not activate the master tenant company as a subtenant.

To activate subtenants

  1. In the tenant configuration utility directory, edit set_env.bat (Windows) or (Linux) with a text editor, and set the company to the name of the BMC Remedy ITSM operating or customer company that you are activating.

    1. (Linux) Find the line that says  COMPANY="" and put the company name inside the quotes. For example, COMPANY="Acme".

    2. (Windows) Find the line set company= and add the company name to the end after the =. For example, set company=Acme.

  2. Edit add_subtenant.bat (Windows) or add_subtenant.bat (Linux) in a text editor, and change java7_home to java_home.
  3. Run add_subtenant.bat (Windows) or (Linux).

  4. Repeat steps 1 through 3 for each company that you are activating.

Where to go from here

If you are rebranding the universal client, you must rebrand it for each tenant, as described in Rebranding the MyIT Universal Client.

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  1. Brad Taylor

    Note that the section To activate the master tenant refers to the MyIT Smart IT System database/schema.

    Mar 08, 2017 06:00
  2. Brad Taylor

    Conflicting directions:

    To activate the master tenant 

    • Do not activate the master tenant company as a subtenant.

    To activate subtenants

    Mar 08, 2017 06:25
    1. Philomena Dolla vizayam

       Thanks, Mark. I'll verify and update the topic as required.

      Mar 10, 2017 02:56
      1. Robert Radwanski

        Any updates regarding conflicting directions???

        Apr 03, 2017 07:47
        1. Olga Kutetska

          Hello, Robert!

          We are sorry for the delayed response. The conflicting items in this list have been removed.

          The following step is unnecessary:

          The very first tenant you activate must be the company assigned to the user configured in step 2 of To prepare the tenant configuration utility.



          Apr 05, 2017 06:50
    1. Olga Kutetska


      The instruction is improved. See the previous comment.


      Apr 05, 2017 06:50
  3. Roberto Borelli

    The update of TENANT table is also valid for the version 3.2?

    May 16, 2017 06:27
    1. Philomena Dolla vizayam

      Roberto, I'll check with the team and get back to you. 

      May 19, 2017 05:22
    1. Philomena Dolla vizayam

      Roberto, can you please clarify what update you are referring to? Also, some additional information about your current set up will probably help us understand the question better.

      May 22, 2017 08:15
  4. Roberto Borelli

    Last week, in this documentation (myit 33 multytenancy), was described, as the first step,
    the updating of HOSTNAME field in table TENANT for setting up the Master Tenant name.

    Now this step has been deleted.

    May 23, 2017 02:49
    1. Philomena Dolla vizayam

       The content was edited to do away with some conflicting instructions.

      Jun 29, 2017 12:52